Willow Senior Analyst

About the role

The Epic Willow Senior Analyst provides EHR design, build, testing, 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: Performing advanced troubleshooting and problem-solving within their application to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers

• Fulfilling system requests from customers by performing issue analysis within their application, translating needs into detailed requirement specifications, and performing system build and testing

• Project and Issue Management: Exercising moderate judgment and contributing 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; Managing 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; Managing 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 completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs)

• Change Control: Following proper change control policies for migrating application build and configurations

• Teamwork and Customer Service: Providing outstanding customer service by anticipating and meeting shifting customer needs, and delivering high quality support, and valuing and building relationships with customer IT and operations staff, including customer end-users, operations managers, IT analysts, and IT managers; Participating in communication and change-management of proposed changes, ensuring concerns and input from affected groups are addressed, and system changes are understood and properly used; Contributing 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 Managers and Application Advisors, to deliver on most-important priorities; Assisting 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: Understanding 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 customer counterparts; Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers; Seeking opportunities to delegate and explain less complicated tasks to peers and less-experienced team members; Guiding and overseeing the completion of delegated tasks

Requirements

• Bachelor's degree in a related field (relevant education and/or 8+ years’ industry experience)
• Epic Certification in Willow 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
• 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
• Knowledge of Information Technology Infrastructure Library (ITIL) processes, previous management and project management experience, and participation in previous systems implementations, preferred

Additional Details

• Ability to take on-call rotations outside of core business hours, including nights and weekends
• Ability to travel up to 10%

Benefits

• Nordic is an equal opportunity employer