Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We’re proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint. Work Shift: 8 Hours - Day Shifts (United States of America) Scheduled Weekly Hours: 40 Salary Range: $26.00 - $41.50Pay starts at $26 and increases according to years of applicable experience. Union Position: No Department Details Experience working in hospital billing and revenue cycle highly preferred. Experience in EPIC also highly preferred. Summary Performs routine healthcare information system and application support. Utilizes analytical skills and experiences to investigate or escalate support issues. Resolves incidents and services requests. Assists in the creation and maintenance of training documentation. Job Description Incorporates appropriate presentation techniques to support and/or lead training sessions. Researches, analyzes and makes recommendations for application workflow improvements. Creates and analyzes reports created using multiple reporting mechanisms. The Applications Support Analyst gathers, analyzes, designs, develops, modifies, tests, implements, evaluates, and maintains information technologies to support business needs. Promotes and participates in a team approach. Works with other departments and outside vendors. Comfortable managing change with excellent problem solving skills. Time management and prioritization of tasks on a daily basis. Proficient verbal and written communication required. Positive attitude and excellent customer service skills are expected. Ability to communicate diplomatically across integrated teams. Good interpersonal skills. Proficiency with software such as word processing, spreadsheets, databases, and presentation software required. Knowledge of multimedia tools, creation of training support documentation, software development, or web-based applications preferred. When applicable, basic knowledge and support of Information Technology Infrastructure Library (ITIL) philosophies is helpful. When applicable, possess knowledge in state and federal laws, rules and regulations. Qualifications Bachelor's Degree required. Area of focus in Information Technology, Healthcare, Business, or related field preferred. One year of relevant experience in application support, hardware or interface preferred. If applicable, Information Technology (IT) certification must be obtained within six months of date of hire and within three attempts of certification testing. Sanford is an EEO/AA Employer M/F/Disability/Vet. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to talent@sanfordhealth.org.

• Provide Level 2 technical support for complex incidents related to the brightfin product operating within the ServiceNow platform. • Conduct in-depth investigation of customer issues and perform root cause analysis. • Install basic applications into customer ServiceNow environments. • Perform basic configuration tasks: tenant setup, MDM, API, and user criteria. • Implement app upgrades, hotfixes, and enhancements (configuration only, no development). • Troubleshoot issues related to failed uploads, fulfillment tasks, connectivity, and instance synchronization. • Provide prompt technical support as part of the second level (L2) support team. • Collaborate with other teams on issue resolution and bug fixes if needed.

• Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff. • Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges. • Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently. • Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects. • Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment. • Track issues through resolution, ensuring appropriate follow-up and communication with end users. • Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support. • Serve as an owner or administrator for assigned systems or tools, ensuring appropriate configuration, access, documentation, and ongoing usability. • Partner cross-departmentally to align technical solutions with operational needs and frontline realities. • Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.

• Work closely with business units and technical teams to clarify requests and track task progress; • Monitor Grafana boards to assess system performance and detect potential issues; • Leverage OpenSearch/Elastic Search for diagnosing and conducting root cause analysis of incidents; • Record incidents in JSM/Jira in compliance with established workflows; • Handle support tickets, ensuring they are updated regularly and resolved promptly; • Escalate incidents when required, adhering to internal protocols; • Draft and deliver notifications about scheduled or unscheduled technical activities.