What are the responsibilities and job description for the Applied Epic Support Manager position at Kforce Technology Staffing?
Job Details
RESPONSIBILITIES:
Kforce has a client that is seeking an Applied Epic Support Manager in Grand Rapids, MI.
Primary Responsibility:
* Subject Matter Expert (SME) on Epic support, with a focus on support-centric functions (must have)
Team Structure:
* 5 support staff members directly reporting to the manager
* Total of 6 people, including the manager, with overall responsibility for team oversight and performance reviews
Operations and Tools:
* Service Desk Operations: Using ITSM within ServiceNow for service management (must have strong knowledge of ServiceNow)
* Turnkey Management: Operationalized and managed through Monday.com, where a lot of functionality is tracked and processed (Monday.com is a nice to have and can teach this).
* Triage Management: Triage is handled within Monday.com, with ticket assignments managed through a triage grid; Specific "compartmentalized areas" are designated for different types of tickets, ensuring that each group gets only the tickets they are responsible for; For example: Security-related tickets go to the security group; System-based tickets go to the systems group, etc.
L1 Technicians (Epic level 3 techs):
* Responsible for receiving all incoming tickets
* Once received, tickets are assigned to specific teams using the triage grid
* The L1 team also plays a role in triage management for 3-4 assignment groups, including: Security; Configuration; Epic Support
Escalation Process:
* There is a single Point of Contact (POC) for any escalations or major incidents
* The Epic Support Manager helps to coach the L1 team and assigns tickets to the Epic Support group when necessary
* The manager also knows when to escalate issues to the Applied team for further resolution
REQUIREMENTS:
* To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
* Relevant education and/or training will be considered a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client that is seeking an Applied Epic Support Manager in Grand Rapids, MI.
Primary Responsibility:
* Subject Matter Expert (SME) on Epic support, with a focus on support-centric functions (must have)
Team Structure:
* 5 support staff members directly reporting to the manager
* Total of 6 people, including the manager, with overall responsibility for team oversight and performance reviews
Operations and Tools:
* Service Desk Operations: Using ITSM within ServiceNow for service management (must have strong knowledge of ServiceNow)
* Turnkey Management: Operationalized and managed through Monday.com, where a lot of functionality is tracked and processed (Monday.com is a nice to have and can teach this).
* Triage Management: Triage is handled within Monday.com, with ticket assignments managed through a triage grid; Specific "compartmentalized areas" are designated for different types of tickets, ensuring that each group gets only the tickets they are responsible for; For example: Security-related tickets go to the security group; System-based tickets go to the systems group, etc.
L1 Technicians (Epic level 3 techs):
* Responsible for receiving all incoming tickets
* Once received, tickets are assigned to specific teams using the triage grid
* The L1 team also plays a role in triage management for 3-4 assignment groups, including: Security; Configuration; Epic Support
Escalation Process:
* There is a single Point of Contact (POC) for any escalations or major incidents
* The Epic Support Manager helps to coach the L1 team and assigns tickets to the Epic Support group when necessary
* The manager also knows when to escalate issues to the Applied team for further resolution
REQUIREMENTS:
* To be considered for this position, candidates must have experience in a similar role, or they must possess significant knowledge, experience, and abilities to successfully perform the responsibilities listed
* Relevant education and/or training will be considered a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
