Nordic
Epic Application Management Senior Analyst
Make a difference. Be happy. Grow your career. Positions in this sub-family are responsible for providing services related to management of the organization's information technology resources to internal and/or external clients in Business Process Outsourcing (BPO) organizations or in Global Capability Centers (global in house captives/shared services centers). Activities include (but not limited to) developing, implementing, and testing internal IT applications and systems software; installation, administration, and maintenance of information technology resources (including IT hardware and software, data/voice networks); providing support to technology users. An Experienced Professional (P2) applies practical knowledge of job area typically obtained through advanced education and work experience. Responsibilities typically include:
Works independently with general supervision.
Problems faced are difficult but typically not complex.
May influence others within the job area through explanation of facts, policies and practices. Key Responsibilities
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. 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 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
Post-secondary education or equivalent experience, required Certification in Radiant application with moderate understanding of functionality within that application 1+ year 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 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 dedicated to a policy of non-discrimination on any protected basis including race, creed, color, age, gender, religion, national origin, disability, marital or veteran status, sexual orientation, or any other legally protected status under applicable local, state or federal law. EEO/AA Employer: M/F/Disabled and Vet.
Make a difference. Be happy. Grow your career. Positions in this sub-family are responsible for providing services related to management of the organization's information technology resources to internal and/or external clients in Business Process Outsourcing (BPO) organizations or in Global Capability Centers (global in house captives/shared services centers). Activities include (but not limited to) developing, implementing, and testing internal IT applications and systems software; installation, administration, and maintenance of information technology resources (including IT hardware and software, data/voice networks); providing support to technology users. An Experienced Professional (P2) applies practical knowledge of job area typically obtained through advanced education and work experience. Responsibilities typically include:
Works independently with general supervision.
Problems faced are difficult but typically not complex.
May influence others within the job area through explanation of facts, policies and practices. Key Responsibilities
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. 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 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
Post-secondary education or equivalent experience, required Certification in Radiant application with moderate understanding of functionality within that application 1+ year 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 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 dedicated to a policy of non-discrimination on any protected basis including race, creed, color, age, gender, religion, national origin, disability, marital or veteran status, sexual orientation, or any other legally protected status under applicable local, state or federal law. EEO/AA Employer: M/F/Disabled and Vet.