Epic Managed Services Support Analyst

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, Clin Doc

• Provide Tier 2 support for Epic Clin Doc, 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, flow sheets, 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 Clin Doc, Stork, and ASAP including templates, flow sheets, 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.

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

• 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 Clin Doc
  • 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.

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…