Ambulatory Senior Analyst

Make a difference. Be happy. Grow your career.

The Role
The Epic Application Management Senior Analyst provides EHR design, build, testing and advanced troubleshooting services for Nordic’s more complex clients. They are growing in their technical and soft skills. They perform most of the day-to-day work for our clients with oversight and assistance from Senior Application Advisors.
​KEY RESPONSIBILITIES 

They will be responsible for, but not be limited to: 

Technical 

Performing advanced troubleshooting and problem-solving within their application to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers 

Fulfilling system requests from customers by performing issue analysis within their application, translating needs into detailed requirement specifications, and performing system build and testing; using appropriate judgment in escalating issues and challenges to a Senior Application Advisor 

Performing analysis of workflows system setup, and system audits at the direction of a Senior Application Advisor, including participating in system upgrades and testing 

Project and Issue Management 

Exercising moderate judgment and contributing to decisions, under the supervision of Senior Application Advisors, in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; contributing to decisions regarding what escalation is appropriate 

Managing multiple customer assignments with moderate oversight from Senior Application Advisors, including awareness of unique customer build and process, management of open issues in a ticketing system, email communication, and calendar management 

Managing multiple complex clients and projects simultaneously with moderate oversight from Senior Application Advisors, including maintaining awareness of unique customer build and process, managing open issues in a ticketing system, and monitoring customer specific email and calendar 

Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs) 

Following proper change control policies for migrating application build and configurations 

Working on projects that may be assigned on an ad hoc basis, and assisting in other internal initiatives as necessary, directed, assigned, or requested 

Teamwork and Customer Service 

Providing outstanding customer service by anticipating and meeting shifting customer needs, and delivering high quality support, and valuing and building relationships with customer IT and operations staff, including customer end-users, operations managers, IT analysts, and IT managers 

Participating in communication and change-management of proposed changes, under the guidance of Senior Application Advisors, ensuring concerns and input from affected groups are addressed, and system changes are understood and properly used 

Contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services; Adapting their own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities 

Assisting in the onboarding of new team members to customer support team, including orienting to unique client configuration and processes, and introducing employees to customer counterparts 

Growth and Mentorship 

Understanding moderately complex system setup, and able to explain and communicate that setup in ways that are easy to understand for internal staff and day-to-day customer counterparts 

Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers 

Seeking opportunities to delegate and explain less complicated tasks to peers and less-experienced team members; guiding and overseeing the completion of delegated tasks 

Skills and Experience

Bachelor's degree in a related field (relevant education and/or 8+ years’ industry experience)

Certification in Epic Ambulatory with moderate understanding of functionality within that application 

3-5 years of experience implementing, training, or supporting EHR modules  

Must demonstrate and embody Nordic’s maxims 

Ability to apply problem solving skills 

Excellent communication skills, written and verbal 

Proficient with Microsoft Office applications 

Strong attention to detail and ability to organize 

Must be able to work independently, as well as within a team environment 

Prior experience with ticketing systems and change management processes 

Strong customer service track record 

Knowledge of Information Technology Infrastructure Library (ITIL) processes, previous management and project management experience, and participation in previous systems implementations, preferred 

Additional Details

Ability to take on-call rotations outside of core business hours, including nights and weekends 

Ability to travel up to 10% 

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.