Job description

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 RESPONSIBILITIES They will be responsible for, but not be limited to: Technical Performing expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of E HR applications for Nordic’s complex customers Fulfilling 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 testing Anticipating the impact of changes to other applications and systems and taking necessary steps to manage those impacts Guiding 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 te sting Project and Issue Management Exercis ing considerable judgment and mak ing decisions in support of Managed Services customers that could have impacts to patient safety, financial integrity, an d r egula to ry compliance; determin ing what escalation is appropriate L earn ing and document ing unique customer processes and configuration , establish ing ongoing support processes, and orienting other team members to the customer configuration and processes Manag ing multiple complex clients and projects simultaneously with minim al oversight , including maintaining awareness of unique customer build and process, manag ing open issues in a ticketing system, and monitoring customer specific email and calendar Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting S ervice Level Agreements (S LAs ) F ollowing 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 Teamwork and C ustomer S ervice Provid ing outstanding customer service by anticipating and meeting shifting customer needs, delivering high quality support, and valuing and building relationships with customer IT and operations staff including customer end-users, operations managers, IT analysts, IT managers, Directors, and the C-suite Anticipat ing the customer perspective of proposed changes ; guiding communication and change managemen t to ensure concerns and input from affected groups are addressed, and system changes are understood and properly used C ontribut ing to a supportive team culture where everyone is focused on the ov erall 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 P articipating 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 Explain ing 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 leadership Creat ing documentation that allows others to follow processes consistently Seek ing out opportunities to delegate work to other team members so all members of the team are growing their capabilities with appropriate guidance and oversight Under the guidance of the Team Lead and Senior Application Advisor , m entor ing members of the team in technical skills Skills and Experience Epic Professional Billing certificate required Post-secondary education or equivalent experience, required Certification in one or more EHR application module(s) with moderate understanding of functionality within that application 3 years of experience implementing, training, or supporting E HR modules Must demonstrate and embody Nordic’s maxims Proven ability to apply problem solving and technical skills Excellent communication skills, written and verbal; make the complex simple, persuasion; all levels of an organization up to C suite 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, preferred Demonstrated sound judgment and appropriate escalation Additional Details Ability to take on-call rotations outside of core business hours, including nights and weekends Ability to travel up to 5% 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. 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.

Requirements

Must-haves

Make a difference. Be happy. Grow your career.
They will be responsible for, but not be limited to:
Performing expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of E HR applications for Nordic’s complex customers
Anticipating the impact of changes to other applications and systems and taking necessary steps to manage those impacts
Guiding 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 te sting
Project and Issue Management
L earn ing and document ing unique customer processes and configuration , establish ing ongoing support processes, and orienting other team members to the customer configuration and processes
Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting S ervice Level Agreements (S LAs )
F ollowing 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
Teamwork and C ustomer S ervice
P articipating 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
Explain ing 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 leadership
Creat ing documentation that allows others to follow processes consistently
Seek ing out opportunities to delegate work to other team members so all members of the team are growing their capabilities with appropriate guidance and oversight
Under the guidance of the Team Lead and Senior Application Advisor , m entor ing members of the team in technical skills
Epic Professional Billing certificate required
Post-secondary education or equivalent experience, required
Certification in one or more EHR application module(s) with moderate understanding of functionality within that application
3 years of experience implementing, training, or supporting E HR modules
Must demonstrate and embody Nordic’s maxims
Proven ability to apply problem solving and technical skills

Nice-to-haves

Knowledge of Information Technology Infrastructure Library (ITIL) processes, previous management and project management experience, and participation in previous systems implementations, preferred

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: workday
Effort: long