Technical Support Analyst - EPIC

5154a6eb-14d1-4663-b31c-c91a4fc4a51a• US,

7d•$85,000 - $100,000•Hybrid

About The Position

ELLKAY is seeking a proactive Support Analyst with Epic and healthcare integration engine experience to support and maintain critical system interfaces and applications. The role focuses on troubleshooting, monitoring, and ensuring seamless data flow between Epic and external systems. This full-time, computer-professional-exempt position also involves troubleshooting and resolving issues related to ELLKAY software products. The analyst receives issues by phone or email, communicates throughout the troubleshooting process, recognizes when escalation is needed, and manages multiple issues concurrently. The position supports interfaces between Epic and external systems such as laboratories, billing systems, health information exchanges, and vendors, working within both ELLKAY’s integration engine and Epic Bridges. The analyst also monitors interfaces and integration engines, supports maintenance and upgrades, and works with cross-functional teams to keep systems reliable and aligned with client, business, and clinical workflows. The workplace is generally hybrid; remote work may be considered for candidates who live more than 40 miles from an office and whose skills and experience strongly align with the role.

Requirements

Epic Bridges Certification.
At least 2 years of project management experience, including tracking and planning projects.
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.
Ability to participate in on-call rotations and support critical production incidents through rapid resolution.

Nice To Haves

At least 2 years of experience in a hospital environment is preferred.

Responsibilities

Support interfaces between Epic and external systems, including labs, billing systems, HIEs, and vendors, using ELLKAY’s integration engine and Epic Bridges.
Triage, prioritize, and resolve support tickets in a timely manner.
Participate in an 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.
Actively monitor the work queue and follow the appropriate 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.
Apply an understanding of client workflows to ensure solutions align with business and clinical goals.
Receive support issues by phone or email, communicate effectively during troubleshooting, identify when escalation is required, and manage multiple issues at once.