Analyst Epic Application Management

Make a difference. Be happy. Grow your career.

THE ROLE

The Analyst – Epic Application Management provides EHR design, build, testing and troubleshooting services for Nordic clients.

Key Responsibilities

The Analyst – Managed Services will be responsible for, but not be limited to:

• Performing basic troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s customers
• Fulfilling system requests from customers and translating needs into detailed requirement specifications
• Monitoring issue queues, triaging for urgency and appropriate actions, then taking actions or assigning to other team members as appropriate
• Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue
• Building and configuring EHR applications to meet customer requirements and managing requests from your clients related to your area of application expertise
• Performing analysis of workflows and system setup, and system audits as necessary including coordinating system upgrades and testing
• Accurately, completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while also providing updates to clients directly as needed
• Following proper change control policies for application builds and configurations while developing and improving workflows and processes
• Working on projects that may be assigned on and hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requested
• Managing multiple clients and projects simultaneously with 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
• Adapting own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities
• Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers
  
  

Skills And Experience

• Post-secondary education or equivalent experience, required
• Certification in relevant EHR application(s)
• 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
• Customer service experience and prior knowledge and experience in Healthcare IT and ITIL processes, preferred
• Comfortable identifying and advocating for process improvements and willingness to lead improvement efforts
  
  

Additional Details

• Working in Madison, WI, is not required, but preferred.  Trips to the Nordic Home Office in Madison, WI will be expected
• Ability to take on-call rotations outside of core business hours, including nights and weekends
• Ability to travel up to 10%