Support Analyst (Triage)

About this role

Type of Requisition: Regular

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: SSBI (T5)

Job Family: IT Infrastructure and Operations

Job Qualifications: Skills: Electronic Health Records (EHR), ServiceNow Platform, Task Management, Time Management Certifications: None Experience: 2 + years of related experience US Citizenship Required: No

Job Description: GDIT has been supporting the IHS mission for 20+ years; working with the agency to provide integral services to raise health access and availability to 2.6 million American Indians and Alaska Natives. You'll be part of modernizing the EHR platform to enable better data access, patient experience, and quality of care for 567 tribes, 37 states and over 600 medical facilities. 

Our work depends on a Support Analyst joining our team to support the Indian Health Service (IHS) Electronic Health Records Modernization (EHRM) program. As a Support Analyst supporting the IHS EHRM program, you will be responsible for supporting the Sustainment Operations Incident and Reliability  pillar. 

This position is fully remote!  

HOW A SUPPORT ANALYST (TRIAGE) WILL MAKE AN IMPACT:  

• Play a critical role in maintaining the stability and usability of the PATH (Oracle Cerner Millennium) environment by serving as the first line of support for clinical and operational users. • Efficiently triage and resolve service requests in ServiceNow. • Reduce downtime, protect data integrity, and help clinicians and staff focus on delivering safe, high-quality patient care.

Working closely with application, technical, and operational teams, the Support Analyst will: • Accurately assess and route Oracle Cerner Millennium issues to the right teams, ensuring timely response and resolution against defined SLAs. • Perform initial troubleshooting and provide clear, actionable information in ServiceNow tickets to accelerate root cause analysis and remediation. • Improve the user experience by communicating status updates, workarounds, and resolutions in a professional and understandable way. • Contribute to process and knowledge improvements by identifying trends, documenting recurring issues, and recommending enhancements to triage workflows and knowledge articles. • Through consistent, high-quality triage and customer support, help strengthen customer trust, support contract performance, and enable mission success across the healthcare environment. 

REQUIRED QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s degree or equivalent combination of education and experience.  • 4+ years of experience supporting medium to large IT projects to include performance reporting and system setup.  • Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio.  • Extensive understanding Oracle Cerner Millennium (PATH) EHR system, ServiceNow incident triage, management, and incident resolution. • Training/education/experience in task coordination; functional knowledge of IT project management concepts and tools.  • Ability to travel up to 25% of the year, if needed. 

DESIRED QUALIFICATIONS AND EXPERIENCE:  

• 4+ years of relevant analyst experience.  • Experience supporting federal contract program manager.  • Task management experience and/or skills.  • Excellent organizational and time management skills; ability to manage frequently changing priorities of competing importance.  • Ability to communicate and interact effectively with internal/external teams including key stakeholders and customers.  • Ability to work independently with minimal supervision and within tight deadlines, following detailed written policies, processes, procedures, and work instructions.  • Ability to produce high-quality documentation that contributes to the overall success of our program. 

   SECURITY CLEARANCE LEVEL:

• This role requires you to obtain and maintain an in-depth Public Trust Level 5. This investigation will review personal and criminal behavior, financial conduct, foreign influence, as well as other adjudications. 

GDIT IS YOUR PLACE:  

• ​Full-flex work week to own your priorities at work and at home.  • 401K with company match.  • Comprehensive health and wellness packages.  • Internal mobility team dedicated to helping you own your career.  • Professional growth opportunities including paid education and certifications.  • Cutting-edge technology you can learn from.  • Rest and recharge with paid vacation and holidays.  

#IHSJobs  

The likely salary range for this position is $82,283 - $111,323. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours: 40

Travel Required: 10-25%

T elecommuting Options: Remote

Work Location: Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and l

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