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The Analyst – Managed Services provides EHR design, build, testing and troubleshooting services for Nordic clients.
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
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
Customer service experience and prior knowledge and experience in Healthcare IT and ITIL processes, preferred
Comfortable identifying and advocating for process improvements and willingness to lead improvement efforts
Additional details
Trips to the Nordic Home Office in Madison, WI will be expected
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.