What are the responsibilities and job description for the Epic Support Manager position at Prominds Business Consulting Inc?
Job Details
Epic Support Manager
Detroit, MI( Onsite role)
Long term contract
- Primary Responsibility: Subject Matter Expert (SME) on Epic support, with a focus on support-centric functions (must have).
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:
- Security-related tickets go to the security group.
- System-based tickets go to the systems group, etc.
- 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:
- L1 Technicians (Epic level 3 techs):
- Security
- Configuration
- Epic Support
- 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:
- 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.
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