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Key Responsibilities
They will be responsible for, but not be limited to:
Technical
Performing intermediate 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; using appropriate judgment in escalating issues and challenges to an Application Advisor
Performing analysis of workflows system setup, and system audits at the direction of an Application Advisor, including participating in system upgrades 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; contributing to decisions regarding what escalation is appropriate
Managing multiple customer assignments with moderate 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 moderate 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
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
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, under the guidance of Application Advisors, 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 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 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
Skills and Experience
Bachelor's degree in a related field (relevant education and/or 5+ years’ industry experience).
Epic Certification in Willow Ambulatory with moderate understanding of functionality within that application
1+ year 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
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
Additional Details
Ability to take on-call rotations outside of core business hours, including nights and weekends
Ability 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.
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