Technical Support Analyst, EPIC
ELLKAY
United StatesFresher1h agovia LinkedIn
About the Role
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.
Key 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.
- 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.
- Troubleshoot and resolve issues related to all ELLKAY software products.
- Receive issues either by phone or email.
- Communicate effectively throughout the troubleshooting process.
- Clearly understand when certain issues require escalation.
- Successfully manage multiple issues at the same time.
Requirements & Tech Stack
- Epic Bridges Certification.
- Strong knowledge of HL7, Epic Bridges, and EHR/PM interoperability.
- Experience in a hospital environment preferred.
- Experience with project management, including tracking and planning projects.
- Experience supporting critical production incidents and ensuring rapid resolution.
Qualifications
- Excellent communication, organizational, and problem-solving skills.
- Ability to manage competing priorities in a fast-paced environment.
- Available to actively monitor work queue for proper severity process.
Compensation Range: $85,000-$100,000