Willow Analyst- EAM

Make a difference. Be happy. Grow your career. The Analyst – Managed Services provides EHR design, build, testing and troubleshooting services for Nordic clients. Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us. Key Responsibilities The Analyst – Managed Services will be responsible for, but not be limited to: Performing basic troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s customersFulfilling system requests from customers and translating needs into detailed requirement specificationsMonitoring issue queues, triaging for urgency and appropriate actions, then taking actions or assigning to other team members as appropriateTaking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issueBuilding and configuring EHR applications to meet customer requirements and managing requests from your clients related to your area of application expertisePerforming analysis of workflows and system setup, and system audits as necessary including coordinating system upgrades and testingAccurately, completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while also providing updates to clients directly as neededFollowing proper change control policies for application builds and configurations while developing and improving workflows and processesWorking on projects that may be assigned on and hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requestedManaging multiple clients and projects simultaneously with 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 calendarAdapting own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important prioritiesTaking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers Skills And Experience Post-secondary education or equivalent experience, requiredCertification in relevant EHR application(s) required or must be certified in relevant EHR application module(s) within 4 monthsMust 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 environmentCustomer service experience and prior knowledge and experience in Healthcare IT and ITIL processes, preferredComfortable identifying and advocating for process improvements and willingness to lead improvement efforts Additional details Ability 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. 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.