What are the responsibilities and job description for the Epic Support Manager position at Maven Companies?
Job Details
Title: Epic Support Manager
Location: Grand Rapids, MI / NY / TX /MA (Hybrid)
Duration : 12 months to start (Contract to Hire)
Job Overview:
*4 Days onsite in multiple locations candidates MUST be ok to go onsite 4 times a week.
- List of ALL Locations:
Client Details
Client Name: Acrisure
Client Website:
Client Location/Address: Grand Rapids, MI *there are a lot of offices nationwide as long as candidate is okay with 4x a week onsite we can try to find the closest one to them
Critical Role: Epic Support Manager
- 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 we can teach this if they don t have it).
- 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.
Scope of Support
- Geographic Coverage:
- Supporting both North American (NA) Retail and International clients.
- NA Specialty is also supported concurrently with the other regions.
- Work Schedule:
- Includes occasional rotation and weekend work as needed.
- This manager will create the weekend schedule (the first two Saturdays of every month) and be required to be available one Saturday a month.
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.
Salary : $50 - $60
