Informatics Specialist II

Help Clinicians Stay Focused on Patient Care Through Exceptional Epic Support

We are seeking a customer-focused and technically skilled Informatics Specialist II to join our Informatics and Digital Technology Services team. In this role, you will serve as a primary point of contact for Epic-related issues and requests, helping providers, clinicians, and staff resolve technology challenges quickly and effectively.

You will play a critical role in supporting the day-to-day use of Epic and other clinical applications by troubleshooting issues, identifying root causes, documenting solutions, and collaborating with Tier 2 support teams when advanced assistance is needed. This position is ideal for someone who enjoys problem-solving, customer service, healthcare technology, and helping users maximize the value of clinical systems.

What You'll Do

• Serve as the primary point of contact for Epic-related issues and service requests
• Troubleshoot, diagnose, and resolve general Epic application issues reported through the Service Desk
• Provide first-level support for software, hardware, printer, and peripheral device issues
• Document issues, troubleshooting steps, resolutions, and customer interactions in service management systems
• Escalate complex issues to Tier 2 support teams and ensure all necessary information is provided for efficient resolution
• Research issues, identify potential root causes, and recommend solutions
• Develop, maintain, and utilize knowledge base articles, troubleshooting guides, and support documentation
• Assist with the creation and review of training materials, end-user guides, and support resources
• Identify recurring issues and trends and communicate findings to application build and support teams
• Coordinate support processes and contribute to ongoing operational improvement efforts
• Assist with implementation and go-live activities in inpatient and ambulatory settings
• Support Epic and other assigned applications, including technologies such as Dragon
• Collaborate with technical and operational teams to ensure a positive end-user experience
• Help ensure the integrity, security, and availability of hardware, software, and data resources
• Mentor Informatics Specialist I team members and provide guidance on support processes and issue resolution

What We're Looking For

• Experience supporting healthcare applications, service desk operations, or information technology systems
• Strong troubleshooting and problem-solving skills
• Ability to analyze issues, identify root causes, and determine effective resolutions
• Excellent customer service and communication skills
• Experience documenting support activities and maintaining detailed technical records
• Ability to prioritize multiple requests in a fast-paced healthcare environment
• Strong attention to detail and organizational skills
• Ability to work effectively with both technical and non-technical users
• Commitment to teamwork, continuous learning, and service excellence
• Ability to learn and support Epic and other healthcare technology applications

Preferred:

• Experience supporting Epic applications
• Healthcare, informatics, clinical support, or healthcare IT experience
• Experience using ticketing systems, knowledge base platforms, or service management tools
• Familiarity with clinical workflows and healthcare operations
• Experience providing mentorship, training, or peer support

What We Offer

• An opportunity to directly support the technology clinicians rely on to care for patients
• Hands-on experience with Epic and other enterprise healthcare applications
• Opportunities to develop advanced healthcare IT and informatics expertise
• Exposure to clinical workflows across inpatient and ambulatory settings
• Collaboration with application analysts, informatics teams, clinicians, and operational leaders
• Professional growth through training, mentorship, and advancement opportunities
• A supportive team environment focused on service, innovation, and continuous improvement
• A stable healthcare organization committed to leveraging technology to improve patient care
• Meaningful work where your problem-solving skills help caregivers stay focused on what matters most: caring for patients