Epic Analyst I

Posting Date 08/17/2026 330 E Beltline Ave NeSte 310, Grand Rapids, Michigan, 49506-1267, United States of America Job Description We are seeking a detail-oriented and experienced Application System Administrator to join our IT team in supporting critical business systems such as ServiceNow, Asana, and Salesforce within our Epic EHR environment. The ideal candidate will be primarily responsible for supporting the Self-Service module in ServiceNow, alongside managing Asana and Salesforce applications, ensuring they are seamlessly integrated and aligned with organizational needs. This role is key in troubleshooting issues, managing configurations, performing upgrades, and providing technical support for users across the organization. The Application System Administrator will also collaborate closely with other IT teams to ensure these systems align with the broader goals of the company.

ServiceNow Self-Service Administration: Configure, manage, and maintain the Customer Service Module (CSM) within ServiceNow, ensuring its functionality, availability, and security. Customize and optimize Self-Service Catalog items to meet user needs and improve user experience. Administer user access to the CSM portal, ensuring proper permissions and access levels. Provide ongoing support for ServiceNow CSM issues, including troubleshooting requests, form configurations, and approval workflows. Collaborate with internal teams to integrate Self-Service workflows with other enterprise systems, including Epic EHR and third-party applications. Manage the creation and updates of knowledge base articles within the Self-Service portal to empower users to resolve common issues independently. Monitor and report on usage and performance of the Self-Service portal, identifying opportunities for process improvement and automation. Work with end-users to gather feedback and make necessary enhancements to the Self-Service module. Asana Administration: Oversee the Asana platform to support team workflows, projects, and tasks. Configure and customize Asana to meet organizational requirements (e.g., project templates, reporting dashboards, task automations). Ensure proper integration with other tools and systems within the company. Provide user training and support on best practices for utilizing Asana to its full potential. Salesforce Administration: Administer and maintain Salesforce platform, ensuring user access, security settings, and data integrity. Implement and configure Salesforce to meet business needs, including customizing workflows, reports, and dashboards. Manage integrations between Salesforce and other internal systems, such as ServiceNow and Epic EHR. Troubleshoot and resolve Salesforce issues, collaborate with users to optimize processes. System Support & Maintenance: Perform routine system checks, updates, and patch management to ensure the reliability and performance of supported applications. Monitor system performance and identify areas for improvement to ensure uptime and user satisfaction. Handle user access requests, security permissions, and resolve any access-related issues. Provide support for data migrations, backups, and disaster recovery planning. Collaboration and Training: Serve as a liaison between technical teams and end users to understand system requirements and deliver solutions. Provide training and documentation for users on how to effectively use ServiceNow Self-Service, Asana, and Salesforce. Collaborate with cross-functional teams to understand system needs, gather feedback, and implement system improvements. Problem Solving & Issue Resolution: Troubleshoot system issues and work with vendors and internal teams to resolve problems efficiently. Provide timely support for incidents, issues, and user escalations, ensuring minimal disruption to operations. Continuous Improvement: Identify and recommend improvements for system functionality, user processes, and automation within ServiceNow, Asana,