What are the responsibilities and job description for the Epic Bridges L2/L3 Analyst position at Shrive Technologies LLC?
We are seeking an experienced Epic Bridges L2/L3 Analyst to provide production support, maintenance, troubleshooting, and optimization of Epic interface environments. The analyst will be responsible for ensuring the availability, reliability, and performance of interfaces connecting Epic with internal and external clinical, financial, laboratory, pharmacy, radiology, and ancillary systems.
Key Responsibilities
Production Support
- Provide L2/L3 support for Epic Bridges interfaces in a 24x7 production support environment.
- Monitor interface queues, errors, failures, and message processing.
- Analyze and resolve HL7 interface issues, including ADT, ORU, ORM, SIU, DFT, MDM and other message types.
- Perform message troubleshooting, reprocessing, correction, and validation.
- Support critical and high-priority incidents and participate in major incident resolution.
- Technical Troubleshooting
- Troubleshoot Epic Bridges interface failures and data-flow issues.
- Analyze HL7 messages, interface logs, error queues, and transaction history.
- Identify root causes related to mapping, routing, transformation, connectivity, and application configuration.
- Coordinate with Epic, application teams, infrastructure teams, vendors, and downstream systems for complex issues.
- Perform detailed RCA and recommend permanent corrective actions.
- Maintenance & Enhancements
- Support interface configuration changes, enhancements, and maintenance activities.
- Participate in Epic upgrades, testing, validation, and post-production support.
- Support new interface implementations and modifications to existing interfaces.
- Perform regression testing and production validation following changes.
- Integration & Interface Engine
- Work with interface engines such as Rhapsody, Cloverleaf, Mirth, or equivalent.
- Troubleshoot SFTP/FTPS and other connectivity issues.
- Understand interface routing, filtering, transformation, and message acknowledgment processes.
- Collaborate with source and destination application teams to resolve end-to-end integration issues.
- Documentation & Process
- Maintain interface documentation, SOPs, support procedures, and troubleshooting runbooks.
- Create and maintain knowledge articles for recurring incidents.
- Participate in problem management and continuous service improvement.
- Follow ITIL incident, problem, change, and release management processes.
Required Qualifications
- Epic Bridges Certification – Mandatory.
- 4–8 years of experience in healthcare IT/EHR interface support.
- Strong hands-on experience with Epic Bridges.
- Strong knowledge of HL7 standards and healthcare interfaces.
- Experience supporting Epic production environments.
- Experience troubleshooting ADT, ORU, ORM, SIU, DFT and other HL7 messages.
- Experience with an interface engine such as Rhapsody, Cloverleaf, Mirth, or equivalent.
- Strong analytical and problem-solving skills.
- Experience with incident, problem, and change management.
- Ability to provide on-call/24x7 production support.
- Preferred Qualifications
- Epic Interconnect experience.
- Experience with Epic application integrations and downstream systems.
- Experience with SFTP/FTPS and secure file transfer.
- Experience with healthcare interoperability standards.
- Experience with cloud-based integration environments.
- ITIL certification or equivalent service-management experience.
- L3 Expectations
- Own complex and recurring production issues.
- Perform advanced root-cause analysis.
- Identify systemic issues and recommend permanent fixes.
- Lead technical troubleshooting during major incidents.
- Mentor L2 analysts.
- Review and approve technical solutions and interface changes.
- Partner with architecture/application teams for complex integration issues.