About this role
TOWER Tower 1: Core Clinical & Acute Care LOCATION Offshore (Bangalore) EXPERIENCE REQUIRED 5+ years Cerner Millennium support, including hands-on production experience with PowerChart and at least one ED or maternity module ROLE SUMMARY The offshore Application Analyst is the IST-prime coverage for Tower 1 production support. The role backstops the onshore Senior Analyst team for overnight Tier 1 events, executes Tier 2 and Tier 3 break-fix under direction from the onshore SA, and contributes to knowledge management (run books, KB articles). KEY RESPONSIBILITIES • Provide Tier 2 and Tier 3 production support across PowerChart Inpatient, PowerChart Ambulatory, FirstNet, PowerChart Maternity, and Mpages during IST hours. • Execute break-fix tasks under direction from the onshore Senior Analyst. • Maintain ServiceNow queue discipline; triage incoming tickets by severity and route accordingly. • Recognize clinical-safety severity triggers and escalate to the onshore SA and RN Informaticist regardless of hour. • Contribute to knowledge management: run book updates, KB article authoring, recurring incident playbooks. REQUIRED TECHNICAL SKILLS Cerner Millennium Support (required) PowerChart Inpatient and Ambulatory support fundamentals. FirstNet (ED) support including triage and tracking workflow. PowerChart Maternity support. Mpages basic troubleshooting (recognize the boundary between configuration and development). Discern Explorer (required) Discern Explorer query execution (not authoring). Ability to run pre-authored queries for diagnostics. HL7 v2.x Triage (required) Operations Discipline (required) IST shift discipline across night, day, and evening rotations. 24/7 monitoring discipline. Recognition of clinical-safety severity triggers (medication-error symptoms, ED workflow halts, OB-specific events). ServiceNow (required) ServiceNow queue management discipline. Ticket categorization, assignment group routing, severity escalation paths. Cerner Configuration (preferred) Cerner Position Manager basic configuration. Order Catalog updates under authorized change windows. Discern Notification (preferred) Cerner Discern Notification basic interpretation. REQUIRED CERTIFICATIONS • ITIL 4 Foundation (mandatory) • Verifiable English fluency for clinical-context conversations during overlap hours PREFERRED QUALIFICATIONS • Cerner Position Manager basic certification • HL7 v2.x familiarity from formal training • HIMSS Approved Education or healthcare domain training • Prior healthcare provider (not payer) client experience on Cerner