Dorothy Senior Analyst

About the role

The Dorothy Senior Analyst provides EHR design, build, sing, and advanced troubleshooting services for Nordic’s more complex clients. They bring strong technical and soft skills and perform most of the day-to-day work for our clients with oversight and assistance from Application Advisors and Senior Application Advisors.

Responsibilities

• Technical: Perform advanced troubleshooting and problem-solving within their application to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers.
• Fulfill system requests: Fulfill system requests from customers by performing issue analysis within their application, translating needs into detailed requirement specifications, and performing system build and sing.
• Project and Issue Management: Exercise moderate judgment and contribute to decisions, under the supervision of Application Advisors, in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; contribute to decisions regarding what escalation is appropriate.
• Manage multiple customer assignments: Manage multiple customer assignments with minimal oversight from Application Advisors, including awareness of unique customer build and process, management of open issues in a ticketing system, email communication, and calendar management.
• Manage multiple complex clients and projects: Manage multiple complex clients and projects simultaneously with minimal oversight from 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.
• Documentation: Accurately complete up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs).
• Change Control: Work on projects that may be assigned on an ad hoc basis, and assist in other internal initiatives as necessary, directed, assigned, or requested.

Qualifications

• Bachelor's degree in a related field (relevant education and/or 8+ years’ industry experience).
• Epic Certification in Dorothy with strong understanding of functionality within that application.
• 3-5+ years of experience implementing, training, or supporting EHR modules.
• 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.
• Ability 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.

Skills

• Understanding complex system setup and explaining it to internal staff and customers.
• Taking on new responsibilities and challenges to grow and develop skills.
• Guiding and overseeing the completion of delegated tasks.

Growth and Mentorship

• Understanding complex system setup and explaining it to internal staff and customers.
• Taking on new responsibilities and challenges to grow and develop skills.
• Guiding and overseeing the completion of delegated tasks.