Reports to the Manager of ISS Technical Training and is responsible for leadership, guidance, mentorship and supervision of Training Team Members to ensure development and support in areas such as Epic workflows, field training design/delivery and evaluation of field training outcomes, coaching, team building, supervisory skills and conflict resolution as well as orient all new department staff.  
    Drives changes and makes recommendations to ISS leadership regarding IT processes, change management and Epic workflows. Identifies and delivers innovation solutions to improve services. 
  The Lead Support Analysts will have demonstrated proficiency in the skills sets required to support workflows and assist with the identification of technical issues with Epic and other peripheral applications. Understands the implementation of new Epic functionality and enhancements, working with application build teams on its designed workflows and emphasize its appropriate use with end users. Participates in the interviewing, hiring and orientation of new department staff and guides the follow-on training, competency assessment, and performance evaluation processes. 
  The Lead Support Analyst is an integral member of the leadership team, supporting the Manager in the day to day operations and management of the department.  Leads service excellence initiatives in support of internal and external customers and coordinates staff involvement in testing and communicating new functionality.  Assumes management responsibilities in the absence of the Manager