Experienced Epic EHR L2 Support Analyst – Willow – Radiant – Cupid

Job Description

About Deloitte

Deloitte is a multinational professional services network with expertise in auditing, consulting, financial advisory, risk management, and tax services. The company operates in over 150 countries and employs over 300,000 professionals. Deloitte’s mission is to make an impact that matters for clients, people, and communities.

Job Description: Experienced Epic EHR L2 Support Analyst – Willow – Radiant – Cupid

This role is part of Deloitte’s Project Delivery Model (PDM), specifically designed for long-term, onsite client service delivery. As an experienced Epic EHR L2 Support Analyst, you’ll be a key player in improving patient care by providing critical support for Epic Electronic Health Records.

Responsibilities:

• Provide L2 Epic support: Triage, troubleshoot, and test assigned Epic modules, leveraging your expertise in Willow, Radiant, and Cupid.
• Resolve incidents and tasks: Acknowledge, triage, troubleshoot, and resolve incidents related to multiple Epic modules, documenting all actions in ticket statuses and resolutions.
• Engage with end users: Collaborate with users to troubleshoot and resolve Epic system issues in a timely and professional manner.
• Maintain the system: Conduct ongoing system maintenance activities and resolve Workqueue errors for designated Epic applications.
• On-call responsibilities: Participate in a call rotation to provide support during evenings, weekends, and holidays.
• Develop documentation: Create, maintain, and support all necessary system documentation.
• Testing: Contribute to developing testing scripts and materials and actively participate in testing activities (e.g., printer mapping, downtime, special updates).
• Teamwork: Complete specific tasks outlined in project work plans, attend team meetings, create status reports, and coordinate with the offshore team for continuous support and maintenance.
• Communication: Regularly communicate with Engagement Managers, project team members, and representatives from various functional/technical teams, escalating any issues requiring further attention.

Qualifications:

Required:

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field, or equivalent experience.
• Certification in at least one Epic application module (Willow, Radiant, or Cupid).
• Experience with other Epic workflows is a plus.
• Project experience in Epic application maintenance, incident management, standard change requests, and workqueue error resolution.
• 2+ years of experience in healthcare operations, a clinical environment, or healthcare IT.
• Strong analytical and critical thinking skills.
• Ability to identify issues, prioritize, and solve problems effectively.
• Excellent communication and customer service skills.
• Team player with a collaborative mindset.
• Ability to adapt and operate effectively in ambiguous or rapidly changing environments.
• Limited immigration sponsorship may be available.
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve.
• Candidates must be at least 18 years of age at the time of employment.

Preferred:

• Analytical ability to manage multiple projects and prioritize tasks.
• Ability to operate independently or with minimal supervision.
• Excellent written and communication skills.
• Ability to deliver technical demonstrations.

This role is 100% Remote/Virtual with no client travel requirements.