Epic Willow Inpatient or Ambulatory certification required
3-5+ years of hands-on Epic application experience
Strong understanding of medication workflows and pharmacy operations
Experience in ticket maintenance and workflow optimization
Familiarity with ITIL processes
Strong communication skills for client-facing interactions
Ability to prioritize competing tasks effectively
Responsibilities
Support client work related to Epic Willow, ensuring coordination among teams
Provide advanced application support to improve system performance
Analyze, design, and optimize Willow workflows
Troubleshoot complex issues and conduct root-cause analysis
Maintain documentation of builds and workflows for internal and client use
Contribute to knowledge bases and training materials
Assist with change control processes and adherence to standards
Monitor SLAs and report on trends and improvement opportunities
Facilitate communication and documentation of team decisions
Benefits
Collaborative team environment
Focus on quality and consistency
Opportunity for professional growth in a managed services expansion
Involvement in diverse client projects
Access to professional development resources
Full Job Description
About the Role
We're looking for an experienced Epic Willow Analyst to join our Managed Services team. This is a full-time role, and we're open to both Willow Inpatient and Willow Ambulatory backgrounds. You'll support a growing portfolio of clients by providing high-quality application support, optimization, and ongoing maintenance within a team-based, collaborative environment.
As part of our Managed Services expansion, you'll play a key role in stabilizing, enhancing, and supporting Willow workflows while partnering closely with clinical and technical stakeholders. This is a great fit for someone who enjoys hands-on build, problem-solving, and being part of a team that values consistency, quality, and long-term partnership.
What You'll Do
Support the strategic direction and execution of client work related to Epic Willow, ensuring strong coordination between internal teams and client stakeholders.
Provide advanced application support, leveraging your Willow expertise to improve system performance, workflow efficiency, and end-user experience.
Participate in the analysis, design, build, and optimization of Willow Inpatient or Ambulatory workflows.
Troubleshoot complex issues, perform root-cause analysis, and recommend solutions that improve system stability and clinical usability.
Maintain clear documentation of build, workflows, and processes to support both internal teams and client users.
Contribute to internal knowledge bases, documentation, and training materials to support consistency across the Managed Services team.
Assist with change control processes, ensuring smooth migration of build and adherence to internal standards.
Support ad hoc initiatives, enhancements, and optimization efforts across the Willow application suite.
Monitor and report on SLAs, identifying trends, risks, and opportunities for improvement.
Facilitate communication between teams, ensuring decisions, next steps, and follow-ups are clearly documented and executed.
Qualifications
Epic Willow Inpatient or Willow Ambulatory certification (required).
3-5+ years of hands-on Epic application experience, including build, support, or optimization.
Strong understanding of medication workflows, pharmacy operations, and clinical integration points.
Experience supporting ticket maintenance, break-fix, upgrades, and workflow optimization.
Familiarity with ITIL processes and structured support methodologies.
Strong communication skills and the ability to work effectively in a team-based, client-facing environment.
Ability to manage competing priorities while maintaining high-quality work and service consistency.
