MSP-BSCO-Clinical Applications Physician Analyst AES EPIC - SaaS platforms -Associate -Operate

Clinical Applications Physician Analyst – Associate (#2) 

Key Responsibilities 

Provides day-to-day operational support and maintenance for Clinical Applications in a managed services environment. Works under direct supervision with clear, structured tasks focused on break/fix resolution, routine configuration changes, and ticket management. Monitors system performance, triages incoming issues, and applies standard fixes under guidance of senior staff. Collaborates with clinical end-users and IT teams to ensure system stability and continuous support of patient care and operational goals. 

Mentoring & Team Leadership 

Learns from senior team members; receives guidance and begins peer collaboration. Works alongside and performs peer review for AC teams. 

System Configuration & Maintenance 

Performs routine configuration changes, maintenance updates, and minor system adjustments under guidance for one Clinical Application area. Applies standard fixes and configuration changes based on approved change requests and documented procedures. 

Testing & Troubleshooting 

Participates in validation testing of configuration changes, patches, and upgrades to ensure system stability. Follows established test scripts and escalates failed tests or unexpected results. 

End-User Support & Training 

Provides front-line support to end-users by responding to tickets, troubleshooting basic issues, and resolving or escalating as appropriate. Assists with creation of knowledge base articles and end-user tip sheets. Documents system processes and known-issue workarounds. 

Documentation & Collaboration 

Maintains and updates operational runbooks, known-issue logs, and configuration change records. Works closely with clinical staff and other IT teams to document recurring issues and standard resolution steps. 

Analytical & Technical Skills 

Develops foundational system knowledge and problem-solving ability focused on issue triage, root cause identification, and applying known fixes. 

Communication Skills 

Strong verbal and written skills to interact with technical and non-technical users, particularly when communicating ticket status, workarounds, and resolution timelines. 

Global Collaboration & Handoffs 

Participates in structured shift handoffs with US-based teams, providing clear status updates on open tickets and in-progress work. Maintains detailed async documentation including ticket notes, work logs, and status summaries to ensure onshore teams can pick up seamlessly. Follows established handoff templates and escalation protocols. 

Healthcare Knowledge & Domain Expertise 

A strong understanding of clinical and administrative workflows. Has familiarity with healthcare operations and how system changes impact day-to-day clinical and business processes.