Ambulatory Senior Analyst

Nordic Healthcare Group (NHG)

About The Position

The Managed Services Senior Analyst provides EHR design, build, testing, and advanced troubleshooting services for Nordic’s more complex clients. The role combines technical and interpersonal skills and performs most day-to-day client work with oversight and assistance from Application Advisors and Senior Application Advisors. Nordic is an IT services firm serving the healthcare industry. Its staff work to empower healthcare providers to use technology and achieve digital transformation while serving healthcare customers. The position manages multiple customer assignments and complex clients with minimal oversight, supports EHR application integrity and stability, and contributes to decisions under Application Advisor supervision. It also provides customer support, documents work, follows change-control policies, assists with onboarding colleagues, and helps develop less-experienced team members. The role may include on-call rotations outside core business hours, including nights and weekends, and travel up to 10%.

Requirements

Bachelor’s degree in a related field, or relevant education and/or 8+ years of industry experience.
Certification in one or more EHR application modules and a strong understanding of functionality within the application.
3–5+ years of experience implementing, training, or supporting EHR modules.
Demonstrate and embody Nordic’s maxims.
Problem-solving skills.
Excellent written and verbal communication skills.
Proficiency with Microsoft Office applications.
Strong attention to detail and organizational ability.
Ability to work independently and as part of a team.
Prior experience with ticketing systems and change-management processes.
Strong customer-service track record.
Ability to take on-call rotations outside core business hours, including nights and weekends.
Ability to travel up to 10%.

Nice To Haves

Knowledge of Information Technology Infrastructure Library (ITIL) processes.
Previous management and project-management experience.
Participation in previous systems implementations.

Responsibilities

Perform advanced troubleshooting and problem-solving within the assigned application to maintain the integrity, integration, and stability of EHR applications for complex customers.
Analyze customer issues, translate needs into detailed requirements, and perform system build and testing to fulfill system requests.
Analyze workflows, system setup, and system audits, including participating in system upgrades and testing.
Exercise moderate judgment under Application Advisor supervision and contribute to decisions affecting patient safety, financial integrity, and regulatory compliance, including appropriate escalation.
Manage multiple customer assignments and complex clients with minimal oversight, maintaining awareness of customer-specific configurations and processes.
Manage open issues in ticketing systems and monitor customer-specific email and calendars.
Complete accurate, current documentation of requests and incidents in relevant ticketing systems while meeting service-level agreements.
Follow change-control policies when migrating application builds and configurations.
Work on ad hoc projects and assist with internal initiatives as assigned or requested.
Provide high-quality customer service, anticipate changing needs, and build relationships with customer IT and operations staff and end users.
Participate in communication and change management for proposed changes, ensuring affected groups’ concerns and input are addressed and changes are understood and properly used.
Contribute to a supportive team culture and adjust priorities under guidance from Managers and Application Advisors.
Assist with onboarding team members by orienting them to client configurations and processes and introducing them to customer counterparts.
Explain complex system setups clearly to internal staff and customer counterparts.
Take on new responsibilities and challenges to develop skills in response to the evolving needs of Managed Services and customers.
Identify opportunities to delegate less complicated tasks to peers and less-experienced team members, and guide and oversee their completion.