1. Manage and execute work in a high-volume ServiceNow queue, handling hundreds of joiner, mover, and leaver access requests weekly .. Prioritize and route tickets based on impact, urgency, patient-care considerations, risk level, and defined SLAs .. Troubleshoot end-to-end access issues, including request intent, user attributes, role mapping, provisioning outcomes, and in-application authorization .. Own and maintain the Epic access catalog (roles, entitlements, risk tiers, prerequisites, approval workflows), ensuring accuracy as clinical and operational workflows evolve .. Collaborate cross-functionally with Epic teams, HR, IT, and operational stakeholders. I. Major Responsibilities:Project and Team Deliverables:1. Works on cross-functional projects, attends project meetings, and ensures tasks are completed within the project scope and management guidelines .. Proactively identifies barriers to completing work and escalates issues as needed .. Attends all required meetings, assumes accountability for assigned follow-ups and practices closed loop communication. Product Evaluation and Application Support:1. Attends product demonstrations and assess system functionality against customer requirements .. Participates in application upgrade processes, including reviewing and configuring new functionalities, testing features, and developing job aids for users. Collaboration and Configuration:1. Collaborates with subject matter experts, caregivers, and vendors to evaluate and configure application features .. Configures application features, security settings, and develop support documentation, including test scripts and workflow diagrams. Technical Troubleshooting:1. Investigates and resolves issues related to application, system configuration, and security setup .. Participates in ticket triage and analysis to determine the appropriate work stream and assist in scoping efforts .. Troubleshoots application components within server configurations, including system services and interface jobs .. Works with third-party vendors to install, configure, and troubleshoot vendor software .. Effectively participates in critical incident response and escalate appropriately as needed. Documentation and Training:1. Develops support documentation for application teams, including test scripts, workflow diagrams, and knowledge base articles .. Partners with the training team to create end-user training materials. Continuous Learning:1. Actively learns and applies new skills to improve support for customers and coworkers .. Stays current with core application certifications, system development, and emerging trends in information systems technology .. Actively participates in professional development programs defined by department. Adaptability:1. Demonstrates adaptability to dynamic responsibilities and evolving project requirements. Must be able to work off hours as needed and participate in an on-call rotation. II. Position Qualifications:License/ Certification/ Education:Required:1. High school diploma/ GED.2. Epic/ Workday/ Application certification(s) or ability to achieve, as required by department. - Epic certification(s) required; Security certification strongly preferred. - 1 years of experience in Epic security/access, healthcare IT security operations, or application access governance with substantial Epic access responsibilities. - Proficiency in Epic import/export processes and strong Microsoft Excel skills. - Proven ability to thrive in a fast-paced, high-volume ticketing environment while maintaining quality and compliance standards. Experience/ Skills:Required:1. Team player with strong problem solving, time management and decision-making skills, ability to maintain a positive attitude, solution focused .. Able to effectively communicate to staff at all levels of the organization. Preferred 1. Experience with enterprise platforms (EH - Rs/ ITSM/ ER - Ps).2. Healthcare experience. This role is ideal for a proactive, organized professional who excels in secure access management and enjoys supporting mission-critical healthcare systems. Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.