IT Clinical Applications Business Analyst, Ticketing Support

2 days ago

Taguig, National Capital Region, Philippines JBW Managed Consulting and Services Full time ₱840,000 per year

Job Responsibilities – IT Clinical Applications Business Analyst, Ticketing Support

SUMMARY

This role is based in our offshore Global Business Center and plays a critical role in delivering high-quality, specialized IT support to end users in the United States who rely on Electronic Health Record (EHR) systems. The IT Clinical Applications Business Analyst, Ticketing Support is responsible for resolving technical issues related to EHR platforms, ensuring timely and accurate support for clinical and administrative users. This role requires strong technical troubleshooting skills, familiarity with healthcare workflows, and the ability to work effectively in a global, remote support environment.

RESPONSIBILITIES

EHR Support

  • Respond to and resolve support tickets related to EHR systems (e.g. Avatar, Rethink, Therap, or similar platforms).
  • Troubleshoot issues involving:
  • User access and permissions
  • Clinical documentation and workflows
  • System performance and connectivity
  • Integration with other healthcare applications and devices
  • Assist with user account provisioning, role-based access, and security settings in accordance with HIPAA and organizational policies.
  • Provide support for EHR upgrades, patches, and configuration changes.

IT Ticket Management

  • Manage and prioritize incoming support requests through the ITSM platform (preferably ServiceNow).
  • Ensure timely resolution of tickets and maintain accurate documentation of all support activities.
  • Escalate unresolved or complex issues to appropriate technical teams or vendors.
  • Track and report on ticket trends to identify recurring issues and recommend improvements.

Collaboration and Communication

  • Work closely with onshore IT teams, clinical informatics, and application support teams to ensure seamless support delivery.
  • Communicate effectively with healthcare professionals, understanding their needs and translating technical solutions into user-friendly guidance.
  • Participate in knowledge sharing and contribute to the development of support documentation and FAQs.

Customer Service

  • Deliver exceptional customer service by maintaining a professional, empathetic, and solution-oriented approach.
  • Educate users on EHR best practices and common troubleshooting steps.
  • Maintain a strong understanding of clinical workflows to provide context-aware support.

EDUCATION AND EXPERIENCE

  • Associate's or Bachelor's degree in Information Technology, Health Informatics, or a related field (or equivalent experience).
  • 3+ years of experience in IT support, with at least 1–2 years supporting EHR systems.
  • Experience working in or supporting U.S.-based healthcare environments.
  • Familiarity with HIPAA compliance and healthcare IT standards.
  • Experience with ITSM platforms such as ServiceNow.

KNOWLEDGE, SKILLS, AND ABILITIES

  • Strong understanding of EHR systems and healthcare workflows.
  • Technical proficiency in Windows OS, Microsoft 365, and basic networking.
  • Excellent troubleshooting and analytical skills.
  • Strong communication and interpersonal skills, especially in remote and cross-cultural settings.
  • Ability to manage multiple priorities and work under pressure.
  • Certifications such as Epic Proficiency, CompTIA A+, or ITIL Foundation are a plus.

Job Type: Full-time

Pay: Up to Php70,000.00 per month

Application Question(s):

  • How many years of experience in IT support or platform administration, with a focus on Microsoft 365 and ServiceNow?
  • Are you willing to work in hybrid set up? 2 days wfh and 3 days onsite in BGC, Taguig?

Work Location: In person

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