Remote Ticket Support Jobs in Georgia (NOW HIRING)

Be inspired. Be valued. Belong. 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs...and more

• Responsible for the design, build, testing, validation, maintenance and ongoing support of Epic Grand Central.
• Works across interdisciplinary workgroups to accomplish set goals as a team.
• Is a representative of the Information Technology team and is responsible for establishing, fostering and maintaining positive business relationships with Emory co-workers; interdisciplinary workgroups; clinical and financial department representatives; Epic partners; and all other staff who use or interact with the Epic application suite.
• Monitors and mentors other analysts in methods and processes and implementation of those methods. Manages complex projects independently.
• Functions as business partner with service lines, departments, individuals, and coworkers. Develops advanced knowledge of system capabilities, applications, and processes to function effectively as an educator and expert for system users.
• Participates actively in routine meetings with department heads and/or superusers to identify, document, and prioritize their needs.
• Performs rounds with departments to maintain casual interface with individuals and focus on relationship-building. Leads delivery of technical consulting and support services and solutions with some management input.
• Provides Epic and other applications software support, file maintenance, and build for break-fixes, optimizations, special updates, upgrades, and implementations. Resolves application errors and system issues independently.
• Provides assessment, coordination, documentation, release note review, testing, and implementation of programming, upgrade, and project requests.
• Maintains strong and positive relationships with all application vendors.
• Assist with Epic Security assignment, security templates and maintenance where appropriate. Provides on-call coverage as scheduled.
• Provides project management services and support with some management oversight.
• Follows EHC IS project management protocol.
• Advocates user perspective and focuses on ensuring a comprehensive support plan and documentation.
• Works with end users to navigate the new request process.
• Ensures compliance with EHC IS, EHC, Joint Commission, and Health Insurance Portability and Accountability Act guidelines, policies, and procedures.
• Provides system solutions in accordance with regulatory guidelines.
• Follows prescribed change management and time reporting processes and documentation requirements.
• Responds to support calls within designated times according to priority and provides regular updates until resolution.
• Assists in queue management to be sure calls are answered and followed up on efficiently.
• Provides and communicates clear documentation for support, status, and issues resolutions.
• Remains current on Epic new version training for all applicable Epic certifications (if Epic).

• Epic Grand Central certification - must have

• Bachelor's degree from a recognized college or university with major course work in computer science, Information Technology, engineering, or equivalent related experience.
• A minimum of 3 years of progressive experience in clinical, business, or other healthcare operational areas or 5 years no degree.
• This position requires that the appropriate Epic certification be successfully obtained for a specific area of assigned responsibility within the first 90 days of completing training if not obtained prior to hire.
• Working knowledge and subject matter expertise in the assigned operational department areas.
• Knowledge and Abilities: Intermediate oral and written communication skills with a diverse population Intermediate organizational, problem-solving, analytical, and time management skills. Intermediate interpersonal skills to interact positively and productively with teams across organizational lines Creative problem-solver with strong focus on achieving objectives within prescribed timelines while maintaining quality standards and organization requirements. Flexibility to manage multiple initiatives and shift priorities based on business needs. Typically works with senior staff, but may coordinate smaller or less complex projects independently.

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.