Epic Application Analyst I- Epic Application Management

Make a difference. Be happy. Grow your career.

THE ROLE
The Managed Services Epic Application Analyst I provides Nordic clients with EHR design, build, testing, and troubleshooting services. They are growing in their technical and soft skills. They perform most of the day-to day work for Nordic clients with oversight and assistance from more senior Application Analysts.

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

Technical
▪ Performing troubleshooting and problem-solving within their application to ensure the integrity, integration, and stability of EHR applications for Nordic’s clients.
▪ Fulfilling system requests from clients 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 more senior Application Analysts.
▪ Monitoring system error queues, troubleshooting errors, and taking the necessary actions to resolve errors.
▪ Participating in system upgrades and testing at the direction of more senior Application Analysts.
▪ Developing and maintaining detailed documentation on system configurations and build.

Project and Issue Management
▪ 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.
▪ Maintaining awareness of unique client build and process, managing open issues in a ticketing system, and monitoring client-specific emails and calendars.

Teamwork and Customer Service
▪ Providing outstanding customer service by delivering high quality support, and valuing and building relationships with client IT and operations staff, including client end-users, operations managers, IT analysts, and IT managers.
▪ Contributing to a supportive team culture where everyone is focused on the overall goals. Adapting their own focuses of time and energy, under the guidance of management, to deliver on the most important priorities.
▪ Assisting in the onboarding of new team members to team, including orienting to unique client configurations and processes and introducing employees to client 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 client counterparts
▪ Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our clients.

SKILLS AND EXPERIENCE
▪ Post-secondary education or equivalent experience is required
▪ Certification in one or more EHR application module(s) with a moderate understanding of functionality within that application is preferred
▪ 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 is preferred.

Minimum Years of Experience
▪ 2+ years of experience with or supporting healthcare or EHR software

ADDITIONAL DETAILS
▪ None

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.