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