Epic Operations Specialist

Location: Northville or Ann Arbor, Michigan
- Hybrid; travel for go-lives as needed

Tropolis is a leading national insurance brokerage focused on combining technology and data to drive growth, improve employee experience, and deliver exceptional customer service. Our mission, Insuring Tomorrow Together, reflects our commitment to being a trusted brokerage, embracing innovation, and building a collaborative culture with our agency partners, customers, carriers, and communities.

Tropolis is seeking an Epic Operations Specialist to support the agency's ongoing onboarding, conversion, and day-two operations across its sub-agencies. As Tropolis continues to acquire and integrate brokerages in waves, the Director of Epic Integration needs a dedicated partner to absorb the operational, training, and support workload that currently competes with strategic integration planning.

This role sits at the intersection of Applied Epic administration, agency workflow, and end-user enablement. The Specialist will be the practical, in-the-trenches resource that newly onboarded teams call when something does not work the Tropolis way, and the steady hand that keeps existing teams productive while the Director focuses on the next wave of integration.

The right candidate is comfortable operating with the agency lens, not just the software lens — they understand that knowing which status drives which report is as important as knowing which button to click.

Job Title: Epic Operations Specialist

Location: Northville or Ann Arbor, Michigan
- Hybrid; travel for go-lives as needed

Employment Type: Full-time

• Status tracking — Maintain accurate task and milestone status in  throughout onboarding and conversion, ensuring updates are timely and complete.
• Epic data hygiene — Keep Applied Epic current during onboarding and conversions, including activities, roles, workflows, and data updates.
• Post-conversion cleanup — Execute data cleanup tasks that are too complex or context-dependent for the VA team but remain process-driven and repeatable.
• Cross-team coordination — Serve as the point of ownership for onboarding tasks that do not yet have a clear home on another team.

• Live go-live coverage — Host extended (full-day, where needed) live support sessions during go-lives and attend on-site when teams require in-person help; provide immediate, instantaneous response during cutover windows.
• Tropolis-specific training — Deliver live training that goes beyond generic Epic functionality and reflects how Tropolis actually operates: our workflows, naming conventions, attachment standards, renewal stages, and SOPs.
• Vendor handoff — Bridge the gap between third-party trainers (e.g., Brenner) who teach Epic processes and the Tropolis processes new teams actually need to follow on day one.

• Support intake — Field and triage the Epic Support email inbox and chat bot questions; resolve at first touch where possible and elevate cleanly when not.
• Dashboard & reporting support — Partner with the dashboard owner on Epic-side context (which statuses, activities, and field values drive which reports), so technical dashboard work is not blocked waiting on agency-process knowledge.
• AI workflow rollout — Help implement AI-driven changes in Epic with Cover Flow and other partners, including configuration, testing, and end-user enablement.
• SOP support — Contribute to procedure documentation under the direction of the Director of Epic Integration; capture institutional knowledge from go-lives and support tickets so the next wave benefits from the last.
• Issue patterns — Surface recurring user issues, training gaps, and data-quality patterns to inform process improvements and future training content.

Required:

• 3–5 years of experience in an insurance agency operations, agency systems, or P&C/Benefits administration role.
• Hands‑on, working knowledge of Applied Epic (or equivalent agency management system, e.g., TAM, Hawk Soft, AMS
  360) — including activities, attachments, lines of business, renewal workflows, and reporting.
• Demonstrated comfort…