Technical Support Analyst - EPIC

ELLKAY started out providing connectivity solutions to laboratories and within a few years, grew to also provide data management solutions to ambulatory organizations. ELLKAY is now a trusted data management partner in five healthcare segments. ELLKAY’s solutions continue to serve laboratories and ambulatory practices and have expanded to empower hospitals and health systems, healthcare IT vendors, ambulatory practices, health plans, and other healthcare organizations with cutting-edge technologies and solutions that drive their growth and interoperability strategies.

Today, ELLKAY remains true to our core values, building strong partner relationships and offering unparalleled service and support while providing innovative, scalable solutions to the challenges our customers face in today’s data-rich world.

ELLKAY's experience, customer-focused approach, and reputation for innovation, speed, and accuracy differentiate ELLKAY as a premier partner for your interoperability needs and data management strategy. Job Description: 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. An analyst in this position will be responsible for troubleshooting and resolving issues related to all ELLKAY software products. The successful candidate will receive issues either by phone or email, will communicate effectively throughout the troubleshooting process, will clearly understand when certain issues require escalation, and will successfully manage multiple issues at the same time. Essential Duties & 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
• Available to 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

Qualifications:

• Epic Bridges Certification.
• 2+ years of project management experience, including tracking and planning projects.
• 2+ years of experience in a hospital environment preferred
• 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.
• Participate in on-call rotations, supporting critical production incidents and ensuring rapid resolution.

Benefits: ELLKAY offers a comprehensive and competitive benefit package that starts day one! Including:

• Medical, Dental, and Vision benefits
• Employer-paid Life and LTD
• 401k w/ matching – once eligibility is met
• Work/life balance
• Paid Volunteer Program
• Flexible working hours
• Generous FTO
• Remote work options
• Employee Discounts
• Parental Leave
• Gym membership / Exercise class stipends

Our awesome culture includes:

• Working with talented, collaborative, and friendly people who love what they do
• Professional growth within
• Innovation environment
• On site in HQ Free daily lunches

Awards:

• 2025 Top Workplaces Employee Appreciation
• 2025 Top Workplaces Employee Well-Being
• 2025 Top Workplaces Professional Development
• 2025 Top Workplaces Leadership
• 2026 USA Today Top Workplaces
• 2026 NJ Top Workplaces

Additional information At ELLKAY, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work. We recognize the significance of fostering connections, collaboration, and creativity within our office culture and its positive impact on our business. Our philosophy of operating as a hybrid workplace underscores our dedication to enabling employees to tailor work-life balance to their individual preferences. For those who do not live within 40 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role. While we prioritize a hybrid work environment for most roles, we understand the importance of flexibility and are open to remote work for specific positions and specialized skill sets. For more information on our company, visit www.ELLKAY.com. ELLKAY LLC is a Smoke-Free Workplace. ELLKAY, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.