Willow Analyst- EAM

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 customers
• Fulfilling system requests from customers and translating needs into detailed requirement specifications
• Monitoring issue queues, triaging for urgency and appropriate actions, then taking actions or assigning to other team members as appropriate
• Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue
• Building and configuring EHR applications to meet customer requirements and managing requests from your clients related to your area of application expertise
• Performing analysis of workflows and system setup, and system audits as necessary including coordinating system upgrades and testing
• Accurately, completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while also providing updates to clients directly as needed
• Following proper change control policies for application builds and configurations while developing and improving workflows and processes
• Working on projects that may be assigned on and hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requested
• Managing 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 calendar
• Adapting own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities
• Taking 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

Additional details

Qualifications

• Post-secondary education or equivalent experience, required
• Certification in relevant EHR application(s) required or must be certified in relevant EHR application module(s) within 4 months
• 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
• Comfortable 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 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.

Preferred Qualifications

• Customer service experience and prior knowledge and experience in Healthcare IT and ITIL processes, preferred