Senior Support Analyst (Triage)

GDIT has been supporting the IHS mission for 20+ years; working with the agency to provide integral services to raise health access and availability to 2.6 million American Indians and Alaska Natives.You’llbe part of modernizing the EHR platform to enable better data access, patient experience, and quality of care for 567 tribes, 37 states and over 600 medical facilities. Our work depends on aSupport Analyst joining our team to support the Indian Health Service (IHS) Electronic Health Records Modernization (EHRM) program. As aSupport Analyst supporting the IHS EHRM program, you willbe responsible forsupporting theSustainment Operations Incident and Reliability pillar. This position is fully remote! HOW ASUPPORT ANALYST (TRIAGE) WILL MAKE AN IMPACT: Play a critical role in maintaining the stability and usability of the PATH (Oracle Cerner Millennium) environment by serving as the first line of support for clinical and operational users.Efficiently triage and resolve service requests in ServiceNow.Reduce downtime, protect data integrity, and help clinicians and staff focus on delivering safe, high-quality patient care. Working closely with application, technical, and operational teams, the Support Analyst will:Accurately assess and route Oracle Cerner Millennium issues to the right teams, ensuring timely response and resolution against defined SLAs.Perform initial troubleshooting and provide clear, actionable information in ServiceNow tickets to accelerate root cause analysis and remediation.Improve the user experience by communicating status updates, workarounds, and resolutions in a professional and understandable way.Contribute to process and knowledge improvements by identifying trends, documenting recurring issues, and recommending enhancements to triage workflows and knowledge articles.Through consistent, high-quality triage and customer support, help strengthen customer trust, support contract performance, and enable mission success across the healthcare

environment. REQUIRED QUALIFICATIONS AND EXPERIENCE: Bachelors degree or equivalent combination of education and experience.4+years of experience supportingmedium to largeIT projects to include performance reporting and system setup.Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio.Extensive understanding Oracle Cerner Millennium (PATH) EHR system, ServiceNow incident triage, management, and incident resolution.Training/education/experiencein task coordination; functional knowledge of IT projectmanagement concepts and tools.Ability to travel up to 25% of the year, if needed. DESIRED QUALIFICATIONS AND EXPERIENCE: 4+years of relevant analyst experience.Experience supportingfederalcontract program manager.Task management experience and/or skills.Excellent organizational and time management skills; ability to managefrequentlychanging priorities of competing importance.Ability to communicate and interact effectively with internal/external teams including key stakeholders and customers.Ability to work independently with minimal supervision and within tight deadlines, following detailed written policies, processes, procedures, and work instructions.Ability to produce high-quality documentation that contributes to the overall success of our program. SECURITY CLEARANCE LEVEL: This role requires you to obtain andmaintainan in-depth Public Trust Level 5. This investigation will review personal and criminal behavior, financial conduct, foreign influence, as well as other adjudications. GDIT IS YOUR PLACE:Full-flex work week to own your priorities at work and at home.401K with company match.Comprehensive health and wellness packages.Internal mobility teamdedicatedto helpingyou own yourcareer.Professional growth opportunitiesincludingpaid education and certifications.Cutting-edgetechnology you can learn from.Rest and recharge with paid vacation and holidays. #IHSJobs #GDITFedHealthJobs