Provisioning Specialist supporting the Enterprise VHA Provisioning Capability

Position Purpose

Provisioning Specialists will serve as the front-line processing function for the enterprise VHA Post Go-Live provisioning capability, receiving, validating, and processing end-user provisioning requests submitted by site User Role Assignment Coordinators (URACs) and other requesters.

Provisioning Specialists are expected to become proficient in the Oracle Health (Cerner Millennium) provisioning workflow, ancillary application requirements, and special-case processing, and will report to the Provisioning Operations Manager.

Key Responsibilities

Request Processing:

- Receive, validate, and process provisioning requests submitted through the MS Teams Request Feed and provisioning request template repository.

- Add required identifiers (EDIPI, FedID, SecID) to provisioning requests, as applicable.

- Check the end-user's record in the latest User Access Report (UAR) to confirm the requested access does not already exist.

- Submit service records (SRs) to Oracle Health via eService and notify requesters and URACs of completion or deficiencies.

Special Cases & SOP Maintenance:

- Process special-case and ancillary application provisioning requests (e.g., Health Data Intelligence, CareAware/iCommand, Cerner Direct, iAccess, Dual End-User DoD/VA), following the special-considerations requirements for each.

- Maintain and follow SOPs for each supported application, escalating deficiencies or non-responsive requesters per established timelines.

- Update the MS Teams Planner Request Dashboard and MS Teams Request Feed with request status, SR numbers, and resolution comments.

- Notify requesters of deficiencies, inaccuracies, or missing approvals, and follow up with fellow URACs when a requester is unresponsive.

Required Qualifications

- Experience processing identity and access management (IAM) or user-provisioning requests, including validating requester data and submitting access tickets.

- Experience with, or ability to quickly learn, Oracle Health (Cerner Millennium) or a comparable EHR system's access-provisioning workflow.

- Proficiency with Excel and data-entry/data-validation practices.

- Strong attention to detail, given the volume and sensitivity of identity data processed.

- Strong written and verbal communication skills, including the ability to coordinate with requesters and URACs to resolve deficiencies.

- Proficiency with Microsoft Teams and Microsoft Forms for request tracking and communication.

Preferred Qualifications

- Experience with the EHRM-IO/VHA Access Office provisioning process, including familiarity with eService, the User Access Report, and User Role Assignment (URA) documentation.

- Experience processing ancillary or special-case application access requests (e.g., HDI, CareAware, iAccess).

- Experience developing or maintaining SOPs, work instructions, or standardized processing procedures.

- Experience in a Help Desk Institute (HDI) administrator or comparable help-desk/ticketing-administration capacity.

- Prior experience supporting a federal or healthcare EHR provisioning function.

- Four or more years of relevant identity/access provisioning or Oracle Health experience is preferred, though not required for the initial team.

Expected Deliverables

- Timely, accurate processing of assigned provisioning requests, including identifier validation and SR submission via eService.

- Consistent status updates in the MS Teams Request Feed and Planner Request Dashboard for each assigned request.

- Accurate handling of special-case and ancillary application requests in accordance with each application's SOP.

- Low error/deficiency rates on submitted requests, reflecting strong attention to detail.

- Responsive communication with requesters and URACs, including timely escalation of non-responsive requests.