Epic Managed Services Support Analyst
About The Position
CTG is seeking to fill an Epic Managed Services Support Analyst position for our client. This is a remote, 2-year contract role. The position requires EPIC certification or credentialing in ASAP, Stork, Orders, or ClinDoc. The analyst will provide Tier 2 support for Epic ClinDoc, Orders, Stork, and ASAP within a managed services model, troubleshooting and resolving incidents, service requests, and defects in accordance with SLAs and ITIL best practices. Responsibilities include participating in on-call rotations, analyzing clinical workflows, supporting various clinical workflows (documentation, flowsheets, orders, tracking boards, patient status management), collaborating with clinical leadership, performing system configuration and maintenance, supporting content updates and regulatory changes, maintaining system build documentation, participating in Epic upgrades and release cycles, performing testing, supporting workflow validation, documenting incidents and resolutions, communicating effectively with stakeholders, escalating complex issues, assisting with end-user training, contributing to knowledge bases, and serving as a subject matter expert for supported Epic modules.
Requirements
- EPIC certified or credentialed in ASAP, Stork, Orders, ClinDoc
- 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:
- 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.
Nice To Haves
- Epic ClinDoc
- Epic Orders
- Epic ASAP (ED)
- Epic Stork
Responsibilities
- Provide Tier 2 support for Epic ClinDoc, Orders, Stork 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.
Benefits
- competitive benefit package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
