Willow Application Advisor

Make a difference. Be happy. Grow your career.THE ROLE The Epic Application Management Application Advisor provides expert EHR design, build, testing and advanced troubleshooting services for Nordic clients while overseeing customer engagements and mentoring other Managed Services team members. They have the technical and soft skills to navigate any situation related to their application and guide internal, and customer teams, to a resolution. They should have the ability to be the application lead for a small or medium sized customer.KEY RESPONSIBILITIESThey will be responsible for, but not be limited to:TechnicalPerforming expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customersFulfilling system requests from customers by performing issue analysis within their application and across other integrated applications and systems, translating needs into detailed requirement specifications, and performing system build and testingAnticipating the impact of changes to other applications and systems and taking necessary steps to manage those impactsGuiding and performing proactive in-depth analysis of workflows and system setup, and system audits to find system improvements and efficiencies, including leading system upgrades and testingProject and Issue ManagementExercising considerable judgment and making decisions in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; determining what escalation is appropriateLearning and documenting unique customer processes and configuration, establishing ongoing support processes, and orienting other team membersto the customer configuration and processesManaging multiple complex clients and projects simultaneously with minimal oversight, 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, delivering high quality support, and valuing and building relationships with customer IT and operations staffincluding customer end-users, operations managers, IT analysts, IT managers, Directors, and the C-suiteAnticipating the customer perspective of proposed changes; guiding communication and change management to ensure 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 prioritiesParticipating 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 MentorshipExplaining complex system setup and impacts in ways that are easy to understand for internal staff and customer counterparts up to, and including, IT and operational leadershipCreating documentation that allows others to follow processes consistentlySeeking out opportunities to delegate work to other team members so all members of the team are growing their capabilities with appropriate guidance and oversightUnder the guidance of the Team Lead and Senior Application Advisor, mentoring members of the team in technical skillsSkills and Experience Epic Willow ​Certificate requiredPost-secondary education or equivalent experience, requiredCertification in one or more EHR application module(s) with moderate understanding of functionality within that application3+ years of experience implementing, training, or supporting EHR modulesMust demonstrate and embody Nordic’s maxims Proven ability to apply problem solving and technical skillsExcellent communication skills, written and verbal; make the complex simple, persuasion; all levels of an organization up to C suiteProficient 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 s