The Role
Serve as the primary client-facing service desk contact during U.S. business hours. Triage and route support requests, coordinate incident updates and escalations, maintain ticket notes and knowledge articles in Jira or ServiceNow, and liaise with application and infrastructure teams. Develop familiarity with Epic/EHR environments and follow escalation procedures under moderate supervision.
Summary Generated by Built In
Analytics Engineer
Primary Skills
- Manage Product Backlog, service now support, Business Processes at program/enterprise level, Stakeholder Management, Product roadmap and vision, Design product blueprint, Jira
Specialization
- Product Management: Business Consultant
Job requirements
- Experience Range: with at least 1 to 3 years of client-facing service desk or application support experience, including exposure to ticketing systems such as Jira or ServiceNow Key Responsibilities: 1. Serve as the primary client-facing contact for service desk requests during U.S. business hours 2. Triage incoming support requests, gather relevant details, and route issues to the appropriate application or infrastructure teams 3. Coordinate incident updates, escalations, and stakeholder communications to ensure timely resolution 4. Maintain accurate ticket notes, status updates, knowledge articles, and support records in Jira or ServiceNow 5. Follow established escalation procedures and operate with moderate supervision 6. Develop familiarity with Epic application environments while prioritizing communication quality and client handling Required Skills: 1. Proficiency in Jira or ServiceNow ticketing systems 2. Experience with incident triage, coordination, and escalation management 3. Technical familiarity with application and infrastructure support workflows 4. Ability to maintain accurate documentation within support platforms Preferred Skills: 1. Exposure to healthcare, EHR, or Epic application environments 2. Experience supporting multi-team environments with application and infrastructure escalation paths 3. Understanding of privacy and security requirements in client support contexts Desired Qualifications: 1. Bachelor's degree in Information Systems, Computer Science, Healthcare Informatics, or a related field 2. Relevant training or coursework in service desk operations, IT support, or application support 3. Certification in IT Service Management (e.g., ITIL Foundation) or related technical support credentials Additional Information: Service Desk Client Support role operates during U.S. business hours and is Epic-adjacent; Epic certification is not initially required.
Skills Required
- 1 to 3 years of client-facing service desk or application support experience
- Proficiency in Jira or ServiceNow ticketing systems
- Experience with incident triage, coordination, and escalation management
- Technical familiarity with application and infrastructure support workflows
- Ability to maintain accurate documentation within support platforms (tickets, knowledge articles)
- Exposure to healthcare, EHR, or Epic application environments
- Experience supporting multi-team environments with application and infrastructure escalation paths
- Understanding of privacy and security requirements in client support contexts
- Bachelor's degree in Information Systems, Computer Science, Healthcare Informatics, or related field
- Relevant training or coursework in service desk operations, IT support, or application support
- Certification in IT Service Management (e.g., ITIL Foundation) or related support credentials
Brillio Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brillio and has not been reviewed or approved by Brillio.
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Healthcare Strength — Healthcare is considered comprehensive, including medical coverage for employees and dependents alongside life, disability, and accidental death protections. Feedback suggests these protections are a core strength of the package.
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Leave & Time Off Breadth — Time-off options include paid leave and parental leave, with flexible or ‘flexible PTO’ approaches cited in some contexts. Feedback suggests this breadth helps support work-life balance when team norms permit usage.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings span counseling, financial-management sessions, fitness programs, and travel insurance, plus region-specific extras like discounted IT hardware and work-from-home essentials. Feedback suggests these add-ons enhance perceived value beyond core insurance.
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The Company
What We Do
Brillio is the leader in global digital business transformation, applying technology with a human touch. We help businesses define internal and external transformation objectives, and translate those objectives into actionable market strategies using proprietary technologies. With 2600+ experts and 13 offices worldwide, Brillio is the ideal partner for enterprises that want to quickly increase their core business productivity, and achieve a competitive edge, with the latest digital solutions.
