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Nordic Global · 1 day ago

Beaker AP Senior Analyst

United States

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Nordic Global is a company focused on supporting complex clients with EHR design and troubleshooting. The Managed Services Senior Analyst role involves advanced problem-solving and system management to ensure the stability of EHR applications while providing exceptional customer service.

Information ServicesInformation Technology

Hiring Manager

Tamara Goodwin

Responsibilities

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

Performing analysis of workflows system setup, and system audits, including participating in system upgrades and testing

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 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

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

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

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

Qualification

Epic Beaker CertificateEHR application certificationGenomics experienceMicrosoft Office proficiencyTicketing systems experienceITIL knowledgeProblem solving skillsCommunicationAttention to detailProject management experience

Required

Epic Beaker Certificate required

Bachelor's degree in a related field (relevant education and/or 8+ years' industry experience)

Certification in one or more EHR application module(s) with strong understanding of functionality within that application

3-5+ 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

Preferred

Preferred experience - Genomics

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