Analyst, Epic Client Systems

Posting Date

We are seeking a detail-oriented and experienced Application System Administrator to join our IT team in supporting critical business systems such as ServiceNow, Asana, and Salesforce within our Epic EHR environment. The ideal candidate will be primarily responsible for supporting the Self-Service module in ServiceNow, alongside managing Asana and Salesforce applications, ensuring they are seamlessly integrated and aligned with organizational needs.

This role is key in troubleshooting issues, managing configurations, performing upgrades, and providing technical support for users across the organization. The Application System Administrator will also collaborate closely with other IT teams to ensure these systems align with the broader goals of the company.

Key Responsibilities:

ServiceNow Self-Service Administration:

• Configure, manage, and maintain the Customer Service Module (CSM) within ServiceNow, ensuring its functionality, availability, and security.
• Customize and optimize Self-Service Catalog items to meet user needs and improve user experience.
• Administer user access to the CSM portal, ensuring proper permissions and access levels.
• Provide ongoing support for ServiceNow CSM issues, including troubleshooting requests, form configurations, and approval workflows.
• Collaborate with internal teams to integrate Self-Service workflows with other enterprise systems, including Epic EHR and third-party applications.
• Manage the creation and updates of knowledge base articles within the Self-Service portal to empower users to resolve common issues independently.
• Monitor and report on usage and performance of the Self-Service portal, identifying opportunities for process improvement and automation.
• Work with end-users to gather feedback and make necessary enhancements to the Self-Service module.

Asana Administration:

• Oversee the Asana platform to support team workflows, projects, and tasks.
• Configure and customize Asana to meet organizational requirements (e.g., project templates, reporting dashboards, task automations).
• Ensure proper integration with other tools and systems within the company.
• Provide user training and support on best practices for utilizing Asana to its full potential.

Salesforce Administration:

• Administer and maintain Salesforce platform, ensuring user access, security settings, and data integrity.
• Implement and configure Salesforce to meet business needs, including customizing workflows, reports, and dashboards.
• Manage integrations between Salesforce and other internal systems, such as ServiceNow and Epic EHR.
• Troubleshoot and resolve Salesforce issues, collaborate with users to optimize processes.

System Support & Maintenance:

• Perform routine system checks, updates, and patch management to ensure the reliability and performance of supported applications.
• Monitor system performance and identify areas for improvement to ensure uptime and user satisfaction.
• Handle user access requests, security permissions, and resolve any access-related issues.
• Provide support for data migrations, backups, and disaster recovery planning.

Collaboration and Training:

• Serve as a liaison between technical teams and end users to understand system requirements and deliver solutions.
• Provide training and documentation for users on how to effectively use ServiceNow Self-Service, Asana, and Salesforce.
• Collaborate with cross-functional teams to understand system needs, gather feedback, and implement system improvements.

Problem Solving & Issue Resolution:

• Troubleshoot system issues and work with vendors and internal teams to resolve problems efficiently.
• Provide timely support for incidents, issues, and user escalations, ensuring minimal disruption to operations.

Continuous Improvement:

• Identify and recommend improvements for system functionality, user processes, and automation within ServiceNow, Asana, and Salesforce.
• Stay up to date with the latest features, best practices, and updates for supported applications and systems.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience as a System Administrator or Application Administrator, specifically with ServiceNow, Asana, and Salesforce in an enterprise environment.
• Strong experience in administering the ServiceNow Customer Service Management module, including catalog items, knowledge base, and user access management.
• Experience with integration between ServiceNow Self-Service, Asana, Salesforce, and Epic EHR.
• Proficient in system administration tasks such as configuration, updating, troubleshooting, and support.
• Strong communication skills, with the ability to provide clear instructions and support to end users.
• Experience in the healthcare IT space (preferably Epic EHR) is highly desirable.
• ServiceNow Certified System Administrator and/or Salesforce Administrator certification is a plus.
• Familiarity with ITIL best practices and Service Management concepts is a plus.

Key Skills:

• ServiceNow Customer Service Management Administration (catalogs, workflows, knowledge management)
• Asana (project management, automation, reporting)
• Salesforce (customization, user management, integrations)
• Epic EHR (understanding of integration and workflows)
• Systems monitoring and troubleshooting
• Cross-functional collaboration
• User support and training

Why Join Us:

This is a unique opportunity to support critical systems in a leading healthcare organization, ensuring that our tools function smoothly to help deliver the best care possible. If you're passionate about application administration and enjoy solving complex problems in a dynamic environment, we'd love to have you on our team!

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace , backup child and elder care, maternity/paternity leave and more

• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

#LI-KM4

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Salary/ Wage Range

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.