EHR Application Support Specialist(EHR, ServiceNow) - (Hybrid) - Richmond, VA

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The EHR Application Support Specialist provides Tier 1 support to all EHR end users in EHR-related areas. This position will provide technical expertise to the end users and help maintain EHR-related activities, including troubleshooting issues, configuring settings, and setting up users, among other functions.

This role plays a vital role in supporting the successful implementation and sustainment phases of the client's Electronic Health Record initiative and helps ensure deployed EHR capabilities remain stable, fully operational, and effectively adopted by end-users through post-cutover health checks, issue tracking, and sustainment readiness planning.

• Provides Tier 1 clinical support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes.
• Triage end-user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.
• Must understand Local Health Department EHR policies, procedures, and workflows and Oracle Health-specific procedures to resolve issues.
• Acquires and maintains a general and clinical knowledge of the client and related software applications.
• Attends professional development training as instructed.
• Maintains necessary technology skills to perform common client-specific First Call Resolution (FCR) tasks, with training, including password resets, Citrix troubleshooting, common desktop troubleshooting, etc.
• Conduct pre- and post-go-live system health checks to verify operational readiness and functionality of the deployed Electronic Health Record (EHR) solution at each facility
• Monitor key performance indicators (KPIs) and system usage metrics to identify early warning signs of functional or technical degradation
• Coordinate and validate issue resolution with implementation, clinical, technical, and vendor teams to ensure continuity of care and system performance
• Maintain sustainment readiness checklists and site health status dashboards for EHR leadership and Go-Live command center operations
• Provide on-demand support for issue escalation, problem diagnosis, and liaison functions between end users, support teams, and technical vendors
• Contribute to lessons learned, issue trend analysis, and process improvements for future site deployments and system rollouts
• Post-Go-Live Health Check Reports that assess system performance and user adoption following deployment
• Sustainment Readiness Checklists to evaluate preparedness for ongoing operations and support
• Site Health Dashboards and associated metrics to monitor performance and identify potential issues
• Knowledge Transfer Documentation to ensure continuity of operations and effective handoff to support teams
• Issue Resolution Logs and Trend Analyses to track, resolve, and analyze recurring challenges
• Exhibits a basic understanding of healthcare regulatory and compliance (e.g., HIPAA). Skilled in the application of policies and procedures. Foundational Communication - Simple messages communicated orally. May write brief messages and keep simple records. May explain and offer guidance on routine procedures.

Required/Desired Skills

Skill Required /Desired Amount Experience you have in years Application Support Experience. Required Oracle Health Millenium Cerner EHR experience Highly desired Strong technical troubleshooting skills for hardware, software and basic network issues. Required Experience using ServiceNow or other ITSM tool. Highly desired Experience supporting remote users. Required Strong written and oral communication skills. Highly desired Ability to handle multiple competing priorities and multitask efficiently in a dynamic, fast-paced environment. Required Demonstrated commitment to exceptional customer service with individuals of varying technical knowledge. Required

Brandon Consulting Associates, Inc. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 29years.