Analytics Engineer

- Manage Product Backlog, service now support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, Jira
- Product Management: Business Consultant
- Experience Range: with at least 1 to 3 years of client-facing service desk or application support experience, including exposure to ticketing systems such as Jira or ServiceNow
- Key Responsibilities:
- Serve as the primary client-facing contact for service desk requests during U.S. business hours
- Triage incoming support requests, gather relevant details, and route issues to the appropriate application or infrastructure teams
- Coordinate incident updates, escalations, and stakeholder communications to ensure timely resolution
- Maintain accurate ticket notes, status updates, knowledge articles, and support records in Jira or ServiceNow
- Follow established escalation procedures and operate with moderate supervision
- Develop familiarity with Epic application environments while prioritizing communication quality and client handling

- Required Skills:

- Proficiency in Jira or ServiceNow ticketing systems




- Experience with incident triage, coordination, and escalation management
- Technical familiarity with application and infrastructure support workflows
- Ability to maintain accurate documentation within support platforms

- Preferred Skills:

- Exposure to healthcare, EHR, or Epic application environments
- Experience supporting multi-team environments with application and infrastructure escalation paths
- Understanding of privacy and security requirements in client support contexts

- Desired Qualifications:

- Bachelor's degree in Information Systems, Computer Science, Healthcare Informatics, or a related field
- Relevant training or coursework in service desk operations, IT support, or application support
- Certification in IT Service Management (e.g., ITIL Foundation) or related technical support credentials

- Additional Information: Service Desk Client Support role operates during U.S. business hours and is Epic-adjacent; Epic certification is not initially required.

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📌 Senior Engineer934 (Centro)
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📍 Centro