• Documentar fichas de caracterización de aplicaciones del portafolio organizacional. • Identificar propósito, criticidad, tecnologías y dependencias de alto nivel de cada aplicación. • Coordinar con SMEs para completar, contrastar y validar la información levantada. • Levantar información mediante entrevistas, workshops y análisis documental. • Sintetizar información compleja en estructuras claras, trazables y útiles para la toma de decisiones. • Interactuar con equipos técnicos, funcionales y de negocio.

• Serve as the primary point of contact for advisors and field leaders. • Own advisor inquiries end-to-end, clarify requirements, and deliver timely resolutions. • Gather, analyze, and interpret compensation and financial data to fulfill complex research requests. • Design and deliver tailored training, job aids, and presentations. • Provide practical, client-ready guidance on compensation practices, policies, and procedures. • Continuously improve processes and controls by using trends and feedback. • Support core operational duties as needed to ensure service continuity. • Contribute to special projects and initiatives by evaluating opportunities and developing recommendations.

Role Description Provides advanced Epic EHR support across 13 facilities. Fully remote, 1st shift (7AM-3:30PM EST). Resolves technical issues, manages access, and supports users; includes weekends and holidays to ensure reliable patient-care systems. The EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction. Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care. Key Responsibilities - Provide support for Epic applications, workflows, access, printing, and integration issues. - Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems. - Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems. - Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities. - Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting. - Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs). - Assist with Epic user account provisioning, role changes, template assignments, and security access requests. - Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs). - Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support. - Maintain documentation, knowledge base articles, and standard operating procedures. - Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques. - Support change management and scheduled downtime communications as needed. - Ensure adherence to HIPAA, security, and IT governance policies in all technical activities. - Escalate critical issues and downtime events according to established protocols. Qualifications - Minimum of 2 years providing Epic technical support in a healthcare or clinical environment. (Required) - Proficient with ServiceNow or other enterprise ticketing systems. (Required) - In-depth understanding of EHR platforms (e.g., Epic, Cerner, Allscripts). (Required) - Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, or Service Desk). (Highly desired) - Experience supporting Epic applications (e.g., Ambulatory, Inpatient, ASAP, or HIM). (Highly desired) Requirements - Absences greater than two weeks MUST be approved by CAI management in advance. - Candidate must understand this is a first shift position with working requirements of 7:00 AM EST - 3:30 PM EST, including weekends and holidays. - Candidates must be able to attend a remote webcam interview.

Role Description This role is currently remote, and the position's core hours are North American. This position will act as a liaison between the departments within the organization and the clients to ensure that the background checking process is smooth by preventing problems from arising and resolving them when they occur. The role is dynamic: - On any given day, the team will simultaneously be answering product questions, identifying bugs, implementing technical solutions, and escalating work to engineering teams. - The team can resolve over 90% of incoming support requests internally, escalating only the most complicated to engineering teams for final analysis and resolution. If you are a motivated individual with a service-oriented mindset, a strong background in Integrating applications, and a desire to excel in a dynamic support environment, we encourage you to apply for the Tier 2 Application Support Specialist role. Join our team and contribute to the continuous improvement of our systems while providing exceptional support to our valued customers. Expected hours are 9:00am-6:00pm ET/6:00am-3:00pm PT. Qualifications - Associate or Bachelor's degree, ideally in Computer Science or Technology field. - Proficiency in applications like Atlassian (JIRA), Confluence, AWS, SFTP, Integrations, Single Sign-On (SAML), Admin Client, I-9, Workforce Monitoring. - Strong experience with MS SQL Server & SQL based application Maintenance and support - Operations (Tier 2 Support) experience in large-scale, distributed systems running 24/7/365. - Solid understanding of integration technologies such as APIs (REST, SOAP, XML, JSON, Web Services). - Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues efficiently. - Excellent communication skills and the ability to work collaboratively with both technical and non-technical teams. - Detail-oriented, with strong organizational and multitasking abilities. - Proven experience in application or production support, preferably in a role focused on application support. - Familiarity with database technologies (SQL, MongoDB). - Basic understanding of HTML debugging and XSLT transformations. - Experience with ITIL-based support processes or service management tools (e.g., ServiceNow, Jira). Requirements - Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant FA technologies. - Exercises systematic proficiency in some specialized skills which display depth and breadth within a single application OR several applications/technologies. - Troubleshoots intermediate to advanced problems and recommends appropriate actions. - Provides support case/ JIRA follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues. - Manages customer expectations and competing priorities. - Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. - Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles. - Escalates issues and works directly with Products/ Engineering to resolve complex support problems. Benefits - The salary range for this position is approximately $70,000-85,000 base annually. - This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process. Company Description First Advantage (Nasdaq: FA) is committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs.