Epic Support Manager

Company: Maven
Location: Grand Rapids
Posted on: April 12, 2025

Job Description:

Job Title: Epic Support Manager

Want to apply Read all the information about this position below, then hit the apply button.

Onsite Requirement: Will work 4 days out of whatever Client office is closest to them - Laurie needs someone asap and said to focus on finding a great candidate and then they can work through finding an office for them.

C/CTH/Perm + Duration: Contract to hire (CANNOT SPONSOR)

Interview Process: ? 2 rounds



Critical Role: Epic Support Manager

Primary Responsibility: Subject Matter Expert (SME) on Epic support, with a focus on support-centric functions (must have).
Team Structure:

5 support staff members directly reporting to the manager.
Total of 6 people, including the manager, with overall responsibility for team oversight and performance reviews.




Operations and Tools

Service Desk Operations:

Using ITSM within ServiceNow for service management(must have strong knowledge of ServiceNow).


Turnkey Management:

Operationalized and managed through Monday.com, where a lot of functionality is tracked and processed (Monday.com is a nice to have and we can teach this if they don't have it).


Triage Management:

Triage is handled within Monday.com, with ticket assignments managed through a triage grid.
Specific "compartmentalized areas" are designated for different types of tickets, ensuring that each group gets only the tickets they are responsible for. For example:


Security-related tickets go to the security group.
System-based tickets go to the systems group, etc.



L1 Technicians (Epic level 3 techs):

Responsible for receiving all incoming tickets.
Once received, tickets are assigned to specific teams using the triage grid.
The L1 team also plays a role in triage management for 3-4 assignment groups, including:


Security
Configuration
Epic Support



Escalation Process:

There is a single Point of Contact (POC) for any escalations or major incidents.
The Epic Support Manager helps to coach the L1 team and assigns tickets to the Epic Support group when necessary.
The manager also knows when to escalate issues to the Applied team for further resolution.




Scope of Support

Geographic Coverage:

Supporting both North American (NA) Retail and International clients.
NA Specialty is also supported concurrently with the other regions.


Work Schedule:

Includes occasional rotation and weekend work as needed.


This manager will create the weekend schedule (the first two Saturdays of every month) and be required to be available one Saturday a month.



Hope to hear back from you soon.

Keywords: Maven, Mishawaka , Epic Support Manager, Executive , Grand Rapids, Indiana