Epic Managed Services Support Analyst
About The Position
CTG is seeking to fill a Epic Managed Services Support Analyst position for our client. Location: Remote Duration: 2 years EPIC certified or credentialed in CASAP, Orders, ClinDoc Duties: Provide Tier 2 support for Epic ClinDoc, Orders, and ASAP within a managed services model. Troubleshoot and resolve incidents, service requests, and defects in accordance with SLAs and ITIL best practices. Participate in on-call rotations and after-hours support as required. Analyze clinical workflows and end-user issues to identify root causes and recommend solutions. Support Nursing, ED, and OB workflows including documentation, flowsheets, orders, tracking boards, and patient status management. Collaborate with clinical leadership to optimize documentation, patient throughput, and care delivery processes. Perform system configuration and maintenance in Epic ClinDoc, Stork, and ASAP including templates, flowsheets, forms, tracking boards, and rules. Support content updates, regulatory changes, and clinical best-practice enhancements. Maintain system build documentation and configuration standards. Participate in Epic upgrades, patches, and managed services release cycles. Perform unit, integrated, and regression testing. Support validation of clinical workflows and ensure minimal disruption to end users. Document incidents, root cause analyses, and resolution steps. Communicate effectively with clinical users, managed services leadership, and technical teams. Escalate complex issues to Epic or internal technical teams as needed and follow through to resolution. Assist with end-user training, tip sheets, and workflow documentation. Contribute to knowledge bases and standard operating procedures (SOPs). Serve as a subject matter expert (SME) for supported Epic modules.
Requirements
- Epic ClinDoc
- Epic Orders
- Epic ASAP (ED)
- Managed Services Support
- Clinical Workflow Optimization
- Incident & Problem Management
- Epic Configuration & Build
- Healthcare IT
- Bachelor’s degree in Information Systems, Healthcare, Nursing, or a related field, or equivalent experience.
- 3+ years of Epic application support experience, including hands-on experience with:
- Epic ClinDoc
- Epic Orders
- Epic ASAP (Emergency Department)
- Strong understanding of clinical workflows in inpatient, ED, and obstetrics settings.
- Experience supporting Epic in a managed services or shared services environment.
- Ability to troubleshoot complex clinical application issues under time-sensitive conditions.
- Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
Responsibilities
- Provide Tier 2 support for Epic ClinDoc, Orders, and ASAP within a managed services model.
- Troubleshoot and resolve incidents, service requests, and defects in accordance with SLAs and ITIL best practices.
- Participate in on-call rotations and after-hours support as required.
- Analyze clinical workflows and end-user issues to identify root causes and recommend solutions.
- Support Nursing, ED, and OB workflows including documentation, flowsheets, orders, tracking boards, and patient status management.
- Collaborate with clinical leadership to optimize documentation, patient throughput, and care delivery processes.
- Perform system configuration and maintenance in Epic ClinDoc, Stork, and ASAP including templates, flowsheets, forms, tracking boards, and rules.
- Support content updates, regulatory changes, and clinical best-practice enhancements.
- Maintain system build documentation and configuration standards.
- Participate in Epic upgrades, patches, and managed services release cycles.
- Perform unit, integrated, and regression testing.
- Support validation of clinical workflows and ensure minimal disruption to end users.
- Document incidents, root cause analyses, and resolution steps.
- Communicate effectively with clinical users, managed services leadership, and technical teams.
- Escalate complex issues to Epic or internal technical teams as needed and follow through to resolution.
- Assist with end-user training, tip sheets, and workflow documentation.
- Contribute to knowledge bases and standard operating procedures (SOPs).
- Serve as a subject matter expert (SME) for supported Epic modules.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
