Applied Epic Manager/System Administrator

Description

The Applied Epic Manager serves as the company-wide owner and primary subject matter expert for Gregory & Appel’s Applied Epic platform. This role extends well beyond traditional system administration. This role is accountable for the governance, integrity, configuration, optimization, and continued evolution of the system to ensure Epic remains a reliable source of information and effectively supports firm operations, client service, financial processes, reporting, and future growth.

Operating as an enterprise business systems leader, the Applied Epic Manager owns the ongoing system roadmap, data governance, change management, testing, release coordination, workflow configuration, integrations, and adoption of new functionality.

The Applied Epic Manager partners closely with Operations, Accounting, Revenue and Marketing, IT, and firm leadership to translate business needs into scalable system solutions, maintain standardized processes, and ensure Gregory & Appel continues to realize the value of its investment in Applied Epic.

Success in this role requires balancing strong system expertise with an enterprise mindset. The Applied Epic Manager is responsible for protecting the integrity of established workflows and data standards while continuously identifying opportunities to simplify processes, improve adoption, increase automation, strengthen reporting, and optimize how the organization uses the platform.

Essential job duties include but are not limited to:

• Serve as the company-wide owner and primary subject matter expert for Applied Epic, maintaining accountability for the overall health, functionality, governance, and continued development of the platform.
• Own and maintain the Applied Epic roadmap, identifying and prioritizing system enhancements, new functionality, automation opportunities, and other improvements based on organizational needs and business value.
• Establish and maintain governance standards for system configuration, workflows, data, documentation, reporting, security, and system usage across the organization.
• Administer and maintain Epic configuration, including workflows, activities, templates, forms, document management, automation, dashboards, security roles, permissions, and other system functionality.
• Establish and maintain change-control processes for material system configuration, workflow, security, data, reporting, and integration changes.
• Evaluate business requests and translate operational needs into sustainable, scalable Epic solutions while avoiding unnecessary customization, duplicate processes, and departmental workarounds.
• Maintain alignment between Epic workflows and Gregory & Appel’s established operating model, partnering with business leaders to identify opportunities for standardization, simplification, automation, and continuous improvement.
• Establish and oversee company-wide data governance standards, including required fields, data definitions, naming conventions, documentation requirements, ownership expectations, and other controls necessary to maintain reliable data.
• Partner with business leaders to establish clear accountability for the accuracy, completeness, and maintenance of data within their areas of responsibility.
• Monitor data quality and lead recurring audits, cleanup efforts, and remediation initiatives to address incomplete, inaccurate, inconsistent, or duplicate information.
• Maintain the integrity of client, policy, carrier, producer, accounting, revenue, and other key data maintained within Applied Epic.
• Ensure Epic data and system structures support reliable reporting, analytics, automation, integrations, compliance requirements, and informed business decision-making.
• Own the evaluation, testing, coordination, and implementation of Applied Epic releases, upgrades, enhancements, and new functionality.
• Remain current on Applied Epic releases and capabilities and proactively evaluate new functionality for potential value to the organization.
• Develop testing requirements and coordinate user acceptance testing with appropriate business subject matter experts before significant system changes are moved into production.
• Develop and coordinate rollout plans for system changes and new functionality, including implementation timing, communication, documentation, training requirements, and post-implementation support.
• Monitor implementation results and user adoption following system changes and make adjustments as necessary.
• Partner with Operations leadership, subject matter experts, and other internal resources to ensure training materials, workflow documentation, job aids, and onboarding content accurately reflect current Epic functionality and approved business processes.
• Collaborate on role-based training associated with new features, workflow changes, and system enhancements.
• Identify recurring user issues that may indicate the need for additional training, workflow clarification, system enhancement, or greater accountability.
• Provide advanced troubleshooting and support for complex Epic issues, focusing on root-cause resolution rather than creating long-term workarounds.
• Build, support, and improve Epic reports and dashboards to support operational, financial, compliance, performance, and leadership reporting needs.
• Establish governance around report definitions, data sources, and system-driven KPIs to promote consistency and confidence in agency reporting.
• Partner with leadership and business owners to translate reporting and measurement needs into sustainable system solutions.
• Own the functional oversight of integrations between Applied Epic and other agency technology platforms.
• Partner with IT, Applied Systems, and third-party vendors to troubleshoot system issues, maintain integrations, evaluate solutions, and coordinate system-related projects.
• Evaluate the downstream impact of configuration, workflow, and data changes on integrations, reporting, accounting, and other business processes prior to implementation.
• Support system conversions, acquisitions, book rolls, data migrations, and other significant initiatives involving Applied Epic.
• Maintain appropriate system documentation, including configuration standards, governance decisions, workflow requirements, testing results, change history, and other key system information.
• Support system controls, audit readiness, regulatory requirements, carrier requirements, and E&O risk mitigation through disciplined system and data governance.
• Promote consistent and disciplined use of Applied Epic across the organization and reinforce established standards as business needs evolve.
• Continually identify opportunities to increase the value Gregory & Appel receives from Applied Epic through improved functionality, automation, reporting, data quality, and user adoption.
• Perform other duties and responsibilities as assigned.

Requirements

Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Required Knowledge/Skills:

• Advanced knowledge of enterprise business systems, including system administration,  configuration, workflows, reporting, and data structure, and user support.
• Experience working with agency management system, or other complex, enterprise-wide platforms such as ERP, CRM, financial, operational, or other business systems.
• Strong understanding of how enterprise systems support and connect business processes across multiple functions and departments.
• Strong understanding of data governance, data quality, system controls, and the importance of maintaining a reliable system of record.
• Strong systems and process orientation with the ability to evaluate business needs from an enterprise perspective.
• Ability to translate business requirements into practical, scalable system solutions.
• Ability to understand how system changes may affect workflows, integrations, reporting, accounting, controls, and other downstream processes.
• Demonstrated ability to establish and maintain standards, governance, and accountability across multiple departments and stakeholder groups.
• Strong analytical, troubleshooting, and root-cause problem-solving skills.
• Strong project management and organizational skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Knowledge of system testing, user acceptance testing, change management, and implementation practices.
• Strong written and verbal communication skills with the ability to communicate technical concepts clearly to non-technical audiences.
• Ability to collaborate effectively across Operations, Accounting, Revenue and Marketing, IT, leadership, and external vendors.
• Ability to influence adoption, reinforce standards, and drive change across the organization without relying solely on positional authority.
• Strong attention to detail with a high degree of ownership, accountability, and follow-through.
• Continuous improvement mindset with the ability to identify opportunities to simplify, standardize, automate, and improve work.
• Ability to balance immediate system needs with longer-term platform strategy and organizational priorities.

Experience:

• Minimum of five years of significant experience supporting, administering, optimizing, or serving as a subject matter expert for a complex business technology platform or enterprise-wide system. Working directly with Applied Epic within an insurance agency or brokerage environment is preferred, but other transferable experience will be considered.
• Demonstrated experience with complex business technology or enterprise-wide system administration, configuration, workflow development, reporting, data management, or system ownership. Direct experience with Applied Epic is preferred, but transferable experience will be considered. 
• Experience participating in or leading an enterprise-wide system implementation, conversion, major upgrade, or significant system enhancement, (ideally, with Applied Epic), strongly preferred.
• Experience with data governance, system testing, change management, workflow optimization, or technology adoption preferred.
• Experience supporting multiple functions, departments, or lines of business preferred.
• Experience with system integrations, data migrations, reporting, automation, or acquisition onboarding preferred.
• Experience working cross-functionally with business and technology teams to implement process and system improvements preferred.

Education:

• Bachelor’s degree in Business, Information Systems, Insurance, Technology, or a related field preferred.
• Significant relevant Applied Epic and insurance industry experience may be considered in lieu of formal education.
• Applied Epic certifications or advanced Applied Systems training preferred.