Epic Managed Services Support Analyst

Computer Task; United States; Remote; USD 100,000 - 130,000; Full time

Job summary

CTG, a Cegeka company, seeks an Epic Managed Services Support Analyst to provide Tier 2 support for ClinDoc, Orders, and ASAP in a remote, two-year contract.

The role requires Epic certifications or credentials in ASAP, Stork, ClinDoc and involves on-call rotations, incident troubleshooting, and collaboration with clinical leadership to optimize documentation and patient flow across Nursing, ED, and OB workflows.

Qualifications

• Bachelor’s degree in Information Systems, Healthcare, Nursing, or related field or equivalent experience.
• 3+ years of Epic application support experience with ClinDoc, Orders, and ASAP.
• Epic ASAP (ED), ClinDoc, Orders, Stork certifications or credentials.
• Strong understanding of clinical workflows in inpatient, ED, and obstetrics settings.
• Experience in managed services or shared services environments.
• Ability to troubleshoot complex clinical application issues under time-sensitive conditions.

Responsibilities

• Provide Tier 2 support for Epic ClinDoc, Orders, and ASAP in a managed services model.
• Troubleshoot incidents and requests in line with SLAs and ITIL.
• Participate in on-call rotations and after-hours support.
• Analyze clinical workflows to identify root causes and propose solutions.
• Support Nursing, ED, and OB workflows including documentation and patient status management.
• Collaborate with clinical leadership to optimize documentation and patient throughput.
• Perform Epic configuration and build in ClinDoc, Stork, and ASAP.
• Assist with content updates, regulatory changes, and SOPs.
• Maintain build documentation and configuration standards.
• Participate in Epic upgrades and release cycles.
• Document incidents and escalation steps.
• Communicate with clinical users and technical teams.
• Serve as SME for supported Epic modules.

Skills

Epic ClinDoc

Epic Orders

Epic ASAP (ED)

Epic Stork

Managed Services Support

Clinical Workflow Optimization

Incident & Problem Management

Epic Configuration & Build

Healthcare IT

Education

Bachelor’s degree in Information Systems, Healthcare, Nursing, or related field

Job description

CTG is seeking to fill an Epic Managed Services Support Analyst position for our client.

Location: Remote

Duration: 2 years

EPIC certified or credentialed in ASAP, Stork, 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.

Skills:

• Epic ClinDoc
• Epic Orders
• Epic ASAP (ED)
• Epic Stork
• Managed Services Support
• Clinical Workflow Optimization
• Incident & Problem Management
• Epic Configuration & Build
• Healthcare IT

Experience:

• 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.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

The expected base salary for this position ranges from $100,000 to $130,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next-working—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.