Jaleah Smith
Lithonia
Summary
Epic Security Certified Clinical Applications Analyst with over four years of experience supporting enterprise Epic applications within large integrated healthcare systems. Experienced in Epic Security administration, provider provisioning, user access management, clinical workflow optimization, application support, incident management, production support, and cross-functional implementation projects. Proven ability to collaborate with physicians, clinicians, operational leaders, and technical teams to troubleshoot complex application issues, optimize workflows, and improve system performance. Skilled in root-cause analysis, workflow analysis, testing and validation, technical documentation, ServiceNow, and ITIL-based service management. Holds a Master of Public Administration and Bachelor of Science in Public Health with a strong commitment to delivering secure, efficient, and patient-centered healthcare technology solutions.
Overview
1
1
Certification
7
7
years of professional experience
Work History
INTERMEDIATE CLINICAL APPLICATION ANALYST – EPIC
Atrium Health
10.2021 - Current
- Provide enterprise-level support for Epic clinical applications, assisting providers, clinicians, and revenue cycle teams across multiple service lines while ensuring timely resolution of application issues and service requests.
- Support Epic Security functions by troubleshooting user access requests, provider provisioning issues, security role assignments, and access-related incidents while maintaining HIPAA compliance.
- Analyze clinical and operational workflow issues, partnering with physicians, nursing staff, operational leaders, and technical teams to identify system solutions that improve efficiency and user experience.
- Perform production support, incident management, and root-cause analysis for complex Epic application issues, consistently meeting SLA, quality, and customer satisfaction metrics.
- Maintain accurate technical documentation within ServiceNow, including incident resolution, knowledge articles, workflow recommendations, and application support documentation.
- Participate in application enhancements, workflow optimization initiatives, and configuration review discussions with Epic application teams to improve system performance and operational effectiveness.
- Collaborate across multiple Epic application teams to coordinate issue resolution, communicate system impacts, and support enterprise healthcare technology initiatives.
- Deliver peer mentoring, knowledge transfer, and cross-training to new analysts while supporting onboarding and continuous team development.
- Participate in daily operational huddles to prioritize incidents, identify recurring issues, recommend workflow improvements, and communicate enhancement opportunities to application build teams.
IT SERVICE DESK ANALYST
Wellstar Health System
09.2020 - 10.2021
- Triaged and prioritized IT incidents and service requests across clinical applications, desktop support, and infrastructure for a large healthcare organization.
- Resolved complex application and technical issues while collaborating with infrastructure and application teams to restore service and improve operational performance.
- Performed application troubleshooting, incident documentation, and root-cause analysis to reduce recurring issues and improve service delivery.
- Created technical documentation, user guides, and knowledge base articles that enhanced end-user education and reduced support requests.
IT ANALYST
Kaiser Permanente
08.2019 - 12.2020
- Provided enterprise technical support for desktop systems, Microsoft technologies, network connectivity, and healthcare information systems.
- Troubleshot Windows, macOS, Microsoft Office, and network-related issues while ensuring timely resolution of user incidents.
- Managed the full lifecycle of technical support requests, providing regular communication to leadership and end users throughout issue resolution.
- Assisted with system design initiatives, technical documentation, and process improvement efforts supporting healthcare operations.
Education
Master of Public Administration -
Bachelor of Science - Public Health
Skills
- Epic Clinical Application Support
- Epic Security Administration
- Provider Provisioning
- User Access Management
- Clinical Workflow Optimization
- Application Configuration
- Production Support
- Incident & Problem Management
- Root Cause Analysis
- Workflow Analysis
- System Testing & Validation
- Cross-Functional Collaboration
- ServiceNow
- ITIL Practices
- Technical Documentation
- End-User Training & Support
- Change Management
- Application Optimization
- Epic Clinical Applications
- Microsoft 365
- Windows
- Oracle Database
- SQL
- Cerner
- Salesforce
- WAN/LAN
- HIPAA
- ITIL
Certification
- Epic Security Certified
- Epic Data Courier Badge
Timeline
INTERMEDIATE CLINICAL APPLICATION ANALYST – EPIC
Atrium Health
10.2021 - Current
IT SERVICE DESK ANALYST
Wellstar Health System
09.2020 - 10.2021
IT ANALYST
Kaiser Permanente
08.2019 - 12.2020