About the role
Job Description – Application Support Engineer (Epic Systems)
Project Role: Application Support Engineer
Work Location: Bengaluru, Chennai, Kolkata (Work from Office – All working days)
Experience Required: Minimum 3 years (5+ years in Epic Systems preferred)
Educational Qualification: 15 years of full-time education
Project Role Description
As an Application Support Engineer, you will act as a software detective, delivering dynamic services to identify, troubleshoot, and resolve issues within multiple components of critical business systems. You will serve as the primary point of contact for designated Epic application/modules and ensure smooth functioning, compliance, and system stability.
Roles & Responsibilities
- Serve as the primary support contact for designated Epic application/module.
- Handle advanced issues including complex system configuration, testing, and administration tasks.
- Provide ongoing system support and maintenance as per support roster.
- Respond promptly to system incidents, service requests, and change requests.
- Investigate, assess, and resolve system issues by delivering effective fixes.
- Manage Service Requests, Change Requests, and New Builds.
- Monitor system health (error queues, alerts, batch jobs) and perform corrective actions.
- Support and perform system patches, upgrades, cutover activities, and post-cutover stabilization.
- Ensure compliance with audit, security, and regulatory requirements.
- Align work hours to overlap with client business hours as needed.
- Adhere to project compliance standards.
Professional & Technical Skills
Mandatory (Must-Have):
- Epic Systems Certification in one or more modules such as:
- EpicCare Link, Haiku, Healthy Planet, MyChart, Rover, Willow Ambulatory, Cogito, Ambulatory, ClinDoc, Orders, ASAP, RPB, RHB, HIM Identity, HIM ROI, HIM DT, Cadence, Prelude, Grand Central, Optime, Anesthesia, Beacon, Willow Inpatient, Cupid, Phoenix, Radiant, Beaker AP, Beaker CP, Bridges, Clarity, Radar, RWB.
- Minimum 3 years of experience in Epic Systems application support (5+ years preferred).
- Strong troubleshooting and issue resolution skills in Epic Systems.
- Ability to monitor system health, analyze logs, and perform root cause analysis.
- Experience handling incident management and service requests using ITSM tools (e.g., ServiceNow).
Good-to-Have:
- Exposure to multiple Epic modules.
- Experience in healthcare IT systems.