Clinical Workflow Analyst — Federal Health IT

Rackner

4h•Remote

About The Position

Rackner is seeking an experienced Clinical Workflow Analyst to resolve complex electronic health record (EHR) and clinical application issues and strengthen application reliability in federal healthcare environments. The role involves hands-on functional troubleshooting, managing support cases through user-confirmed resolution, and identifying improvements to clinical technology operations. The analyst works with clinical, technical, and service management teams to support dependable systems, positive user experiences, and continuous operational improvement. This is a remote, U.S.-based position requiring an active Secret security clearance and occasional travel for go-live support and clinical operational transitions.

Requirements

At least 5 years of professional experience supporting electronic health records (EHR) or clinical applications.
Direct professional experience supporting clinical workflows within designated military healthcare EHR environments.
Professional experience handling application support cases using ServiceNow.
Active U.S. Government Secret security clearance.
Strong functional troubleshooting, analytical, documentation, and communication skills, with the ability to coordinate effectively across clinical and technical teams.

Nice To Haves

Familiarity with specialized operational or field healthcare applications.
ITIL 4 Foundation certification.
Experience with EHR utilization analytics and application performance insights tools.

Responsibilities

Investigate and diagnose complex Tier II/III clinical application and workflow issues, identify functional disruptions, and determine appropriate resolution paths.
Manage application support cases from initial contact through user-confirmed resolution, documenting accurately and coordinating with specialized teams as needed.
Maintain clinical workflow documentation and competency mappings in alignment with application functionality, operational processes, and evolving user needs.
Evaluate the functional impact of application releases and changes, identify workflow implications, and communicate findings to stakeholders.
Provide functional application expertise during priority incidents, supporting troubleshooting and coordinated resolution through case closure.
Analyze service tickets and application performance data to identify recurring challenges and recommend improvements to training, user adoption, and automation.
Provide functional application assistance during go-lives and clinical unit transitions, including occasional onsite support for issue resolution and operational readiness.