• Own and execute work in a high-volume ServiceNow queue, consistently handling hundreds of tickets per week for joiner/mover/leaver access changes, troubleshooting, and triage • Prioritize and route requests using impact, urgency, patient-care considerations, risk, and defined SLAs; escalate complex/high-risk issues appropriately • Troubleshoot access end-to-end (request intent, user attributes, role mapping, provisioning outcomes, in-application authorization) and document decisions/outcomes clearly for auditability • Serve as the senior escalation point for Epic access design/build and complex access issues; ensure access is scalable, supportable, and aligned to policy • Develop and maintain standardized access patterns Attribute Based Access Control (ABAC) /templates, privileged/elevated access controls) aligned to least privilege • Partner with Epic application teams and operational leaders to translate workflows into durable access models and reduce one-off exceptions • Maintain an Epic access catalog (roles/entitlements, risk tiers, prerequisites, approval paths) and keep it current as workflows evolve • Support access reviews/attestations for high-risk roles and privileged access; drive remediation of findings and control gaps • Support investigations related to inappropriate access/privacy concerns and contribute to corrective action plans • Partner with IAM/IGA stakeholders during SailPoint implementation to ensure Epic is “automation-ready” (clean entitlements, requestable roles, approvals, constraints, and edge-case handling) • Help align access with authoritative source systems (HR, operations, credentialing, etc.) by defining needed attributes and lifecycle scenarios (joiner/mover/leaver, LOA, contractors, students) • Support testing/UAT and rollout readiness by validating that automated provisioning yields correct in-application authorization and usable audit trails • Mentor and quality-review work performed by Level II analysts; establish standard work, runbooks, knowledge articles, and queue hygiene practices • Track and improve key operational metrics (turnaround time, rework/defect rate, exception volume, access quality) and drive measurable process improvement.