• An Epic Analyst III works to build and support one or more Epic modules for live and implementing customers. • This individual will work with clinical, administrative, and revenue cycle users to support nephrology practices using the Epic CKD product by performing day-to-day maintenance of the Epic system, enhancement build, and new implementation build. • This person will use their knowledge and experience to solve new problems with technology and should be self-disciplined and able to thrive in a primarily remote environment. • An Epic Analyst III is responsible for solving complex problems from various types of users, in addition to day-to-day and implementation support. • This person will use their experience and knowledge to provide best practice recommendations. • Assist in requirements gathering, workflow analysis, build, testing, and go-live phases of the implementation. • Support users and training team with build fixes and responding to questions about workflow design. • Documenting and migrating build, engaging with third parties to define, build, test, and troubleshoot integrated workflows. • Support Epic upgrades in assessing needs, completing build, testing, and build. • Mentoring and training of other Epic team members.

• Incident and request resolution • Monitor ServiceNow for incidents and requests assigned to team • Follow-up with requesters as needed for additional information • Update status and document notes and resolution • Manage team-owned workqueues and error logs • Some on-call responsibilities for urgent issues • Management of workqueues and error queues • Documenting and migrating build • Implementation support • Assist in requirements gathering, workflow analysis, build, testing, and go-live phases of the implementation • Support users and training team with build fixes and responding to questions about workflow design • Implementation support for new practices and new modules • Engaging with third parties to define, build, test, and troubleshoot integrated workflows • Upgrade, enhancement, and special projects work • Support Epic upgrades in assessing needs, completing build, testing, and build • Work in Nova, Orion, Asana, and other tools to document build steps and statuses • Research, design, build, and testing of workflows and enhancements • Mentoring and training of other Epic team members

Role Description The Service Desk Analyst I will provide first line support for clients. Will be responsible for following standard processes and be required to document and resolve technical issues relating to hardware, software, network, or general computer usage. - Provide exceptional and professional customer service to our clients - Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management tool - Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools - Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge Management - As Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups - Collaborate effectively with other service desk team members - Participate in ongoing training for service desk operations - Work on projects or tasks assigned by leadership Qualifications - High school diploma or G.E.D. - One or more years of technical training in computer support preferred - Two or more years of technical or customer support experience - Experience working with company products and operating systems - Experience with solving computer related problems - Experience working with company escalation policy Requirements - Interpersonal skills to interact with customers and team members - Good communication skills - Organization skills to balance and prioritize work - Analytical and problem-solving skills - Ability to work in a remote team environment - Access to high-speed internet with a minimum 15 Mbps download speed and minimum 15 Mbps upload speed - A dedicated work area that is free from distraction and allows security for customer/client information - Use of Pomeroy/client issued desktops/laptops only. Personally owned peripheral devices (monitors, keyboards, mouse, etc.) may be used, providing they are compatible with Pomeroy's equipment Company Description

• Administer databases, performing structural maintenance and implementing new processes and software solutions; • Ensure information security and compliance with the company's internal policies; • Work on developing improvements, identifying and resolving issues related to queries and performance; • Ensure database performance and the correct application of the methodologies used; • Support developers with data extraction and manipulation tasks; • Contribute to the development and optimization of queries, ensuring correct application of SQL-92 standards; • Prevent impacts on the database environment through best practices in data modeling, querying, and information handling.