Technical Support Analyst - EPIC

ELLKAY, LLC• US,

4d•$85,000 - $100,000•Hybrid

About The Position

We are seeking a proactive Support Analyst with experience in Epic and healthcare integration engines to support and maintain critical system interfaces and applications. This role will focus on troubleshooting, monitoring, and ensuring seamless data flow between Epic and external systems. This is a full-time, computer-professional-exempt position. An analyst in this position will be responsible for troubleshooting and resolving issues related to all ELLKAY software products. The successful candidate will receive issues either by phone or email, will communicate effectively throughout the troubleshooting process, will clearly understand when certain issues require escalation, and will successfully manage multiple issues at the same time.

Requirements

Epic Bridges Certification.
2+ years of project management experience, including tracking and planning projects.
2+ years of experience in a hospital environment preferred
Strong knowledge of HL7, Epic Bridges, and EHR/PM interoperability.
Excellent communication, organizational, and problem-solving skills.
Ability to manage competing priorities in a fast-paced environment.
Participate in on-call rotations, supporting critical production incidents and ensuring rapid resolution.

Responsibilities

Support interfaces between Epic and external systems (labs, billing, HIEs, vendors), from within both ELLKAY’s integration engine and Epic Bridges.
Triage, prioritize, and resolve support tickets in a timely manner
Participate in on-call rotation and provide after-hours support as needed
Escalate complex issues to development, infrastructure, or vendor teams
Analyze message failures, data discrepancies, and interface errors
Available to actively monitor work queue for proper severity process.
Collaborate with cross-functional teams to implement fixes and enhancements
Perform routine health checks on interfaces and integration engines
Maintain logs, alerts, and monitoring dashboards to ensure system reliability
Support system upgrades, patches, and ongoing maintenance activities
Demonstrate strong functional understanding of client workflows and ensure solutions align with business and clinical goals