Ambulatory Analyst

Make a difference. Be happy. Grow your career.

Positions in this sub-family are responsible for providing services related to management of the organization's information technology resources to internal and/or external clients in Business Process Outsourcing (BPO) organizations or in Global Capability Centers (global in house captives/shared services centers). Activities include (but not limited to) developing, implementing, and testing internal IT applications and systems software; installation, administration, and maintenance of information technology resources (including IT hardware and software, data/voice networks);

providing support to technology users. An Entry Professional (P1) applies broad theoretical job knowledge typically obtained through advanced education. Responsibilities typically include:
• Work is closely supervised.
• Problems faced are not typically difficult or complex.
• Explains facts, policies and practices related to job area.
** THE ROLE
** The Analyst – Epic Application Management 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)
* 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
*** Working in Madison, WI, is not required, but preferred. 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%
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