Epic Operations Specialist

Position Summary 

Tropolis is seeking an Epic Operations Specialist to support the agency's ongoing onboarding, conversion, and day-two operations across its sub-agencies. As Tropolis continues to acquire and integrate brokerages in waves, the Director of Epic Integration needs a dedicated partner to absorb the operational, training, and support workload that currently competes with strategic integration planning. 

This role sits at the intersection of Applied Epic administration, agency workflow, and end-user enablement. The Specialist will be the practical, in-the-trenches resource that newly onboarded teams call when something does not work the Tropolis way, and the steady hand that keeps existing teams productive while the Director focuses on the next wave of integration. 

The right candidate is comfortable operating with the agency lens, not just the software lens — they understand that knowing which status drives which report is as important as knowing which button to click. 

Key Responsibilities 

Onboarding & Conversion Support 

• Status tracking — Maintain accurate task and milestone status in Monday.com throughout onboarding and conversion, ensuring updates are timely and complete. 

• Epic data hygiene — Keep Applied Epic current during onboarding and conversions, including activities, roles, workflows, and data updates. 

• Post-conversion cleanup — Execute data cleanup tasks that are too complex or context-dependent for the VA team but remain process-driven and repeatable. 

• Cross-team coordination — Serve as the point of ownership for onboarding tasks that do not yet have a clear home on another team. 

Go-Live & Training Support 

• Live go-live coverage — Host extended (full-day, where needed) live support sessions during go-lives and attend on-site when teams require in-person help; provide immediate, instantaneous response during cutover windows. 

• Tropolis-specific training — Deliver live training that goes beyond generic Epic functionality and reflects how Tropolis actually operates: our workflows, naming conventions, attachment standards, renewal stages, and SOPs. 

• Vendor handoff — Bridge the gap between third-party trainers (e.g., Brenner) who teach Epic processes and the Tropolis processes new teams actually need to follow on day one. 

Day-Two Epic Support 

• Support intake — Field and triage the Epic Support email inbox and chat bot questions; resolve at first touch where possible and escalate cleanly when not. 

• Dashboard & reporting support — Partner with the dashboard owner on Epic-side context (which statuses, activities, and field values drive which reports), so technical dashboard work is not blocked waiting on agency-process knowledge. 

• AI workflow rollout — Help implement AI-driven changes in Epic with CoverFlow and other partners, including configuration, testing, and end-user enablement. 

Documentation & Continuous Improvement 

• SOP support — Contribute to procedure documentation under the direction of the Director of Epic Integration; capture institutional knowledge from go-lives and support tickets so the next wave benefits from the last. 

• Issue patterns — Surface recurring user issues, training gaps, and data-quality patterns to inform process improvements and future training content. 

Required Qualifications 

• 3–5 years of experience in an insurance agency operations, agency systems, or P&C/Benefits administration role. 

• Hands-on, working knowledge of Applied Epic (or equivalent agency management system, e.g., TAM, HawkSoft, AMS360) — including activities, attachments, lines of business, renewal workflows, and reporting. 

• Demonstrated comfort training and supporting end users, including in live, high-pressure settings such as conversions or cutovers. 

• Strong organizational habits and the ability to keep multiple parallel onboardings tracked and current in tools like Monday.com. 

• Clear, professional written communication suitable for support tickets, training materials, and cross-functional coordination. 

Preferred Qualifications 

• Experience supporting a multi-agency or holding-company environment with multiple sub-agencies operating on a shared platform. 

• Familiarity with CoverFlow, HubSpot, or other systems commonly integrated with Applied Epic. 

• Exposure to AI-enabled tooling in an agency operations context. 

• Background in M&A integration, conversions from legacy AMS platforms, or post-acquisition data cleanup. 

What Success Looks Like 

In the first 90 days, the Specialist is the de facto first point of contact for the Epic support inbox and chat bot, has shadowed at least one go-live, and has taken ownership of Monday.com status maintenance across active onboardings. 

Within six months, newly onboarded teams report that go-live support felt sufficient and timely, dashboard owners are no longer blocked on agency-process questions, and the Director of Epic Integration has visibly recovered capacity for forward-looking integration planning and SOP work.