Willow Senior Analyst

Make a difference. Be happy. Grow your career.The RoleThe 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 RESPONSIBILITIESThey will be responsible for, but not be limited to:TechnicalPerforming advanced troubleshooting and problem-solving within their application to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customersFulfillingsystem 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 AdvisorPerforming analysis of workflows system setup, and system audits at the direction of a Senior Application Advisor, including participating in system upgrades and testingProject and Issue ManagementExercising moderate judgment and contributing to decisions, under the supervision of Senior Application Advisors, insupport of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance;contributing to decisions regarding what escalation is appropriateManaging 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 managementManaging 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 calendarAccurately 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 configurationsWorking on projects that may be assigned on an ad hoc basis, and assisting in other internal initiatives as necessary, directed, assigned, or requestedTeamwork and Customer ServiceProvidingoutstanding 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 managersParticipating 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 usedContributing 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 prioritiesAssisting in the onboarding of new team members to customer support team, including orienting to unique client configuration and processes, and introducing employees to customer counterpartsGrowth and MentorshipUnderstanding 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 counterpartsTaking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customersSeeking opportunities to delegate and explain less complicated tasks to peers and less-experienced team members; guiding and overseeing the completion of delegated tasksSkills and ExperienceBachelor's degree in a related field (relevant education and/or 8+ years’ industry experience)Certification in Epic Willow with moderate understanding of functionality within that application3-5 years of experience implementing, training, or supporting EHR modules Must demonstrate and embody Nordic’s maximsAbility to apply problem solving skillsExcellent communication skills, written and verbalProficient with Microsoft Office applicationsStrong attention to detail and ability to organizeMust be able to work independently, as well as within a team environmentPrior experience with ticketing systems and change management processesStrong customer service track recordKnowledge of Information Technology Infrastructure Library (ITIL) processes, previous management and project management experience, and participation in previous systems implementations, preferredAdditional DetailsAbility to take on-call rotations outside of core business hours, including nights and weekendsAbility to travel up to 10%Nordic is an equal opportunity employer.