Analyst II

Nordic Healthcare Group (NHG)

About The Position

The Managed Services Analyst II provides EHR design, build, testing, and advanced troubleshooting services for Nordic’s more complex clients. The role develops technical and interpersonal skills and performs most day-to-day client work with oversight and assistance from Application Advisors and Senior Application Advisors. The Analyst II performs intermediate troubleshooting, analyzes customer requests and workflows, translates needs into requirements, completes system builds and testing, and assists with system audits and upgrades. The position manages multiple client assignments and projects, tracks requests and incidents in ticketing systems, maintains documentation and customer communications, follows change-control policies, and contributes to projects and internal initiatives. The role delivers customer support, participates in change management, helps onboard team members, explains system configurations, and supports peers through delegation and guidance. The position may require on-call rotations outside core business hours, including nights and weekends, and travel up to 15%.

Requirements

Bachelor’s degree in a related field, or relevant education and/or 3–5+ years of industry experience.
Certification in one or more EHR application modules, with a moderate understanding of functionality within the application.
At least 1 year of experience implementing, training, or supporting EHR modules.
Demonstrate and embody Nordic’s maxims.
Ability to apply 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 within a team environment.
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 15%.

Nice To Haves

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

Responsibilities

Perform intermediate troubleshooting and problem-solving within the assigned application to maintain the integrity, integration, and stability of EHR applications for complex customers.
Analyze customer issues and requests, translate needs into detailed requirement specifications, and perform system builds and testing; escalate issues and challenges to an Application Advisor as appropriate.
Analyze workflows, system setup, and system audits at the direction of an Application Advisor, including participating in system upgrades and testing.
Exercise moderate judgment and contribute to decisions under Application Advisor supervision, including decisions about appropriate escalation and matters that may affect patient safety, financial integrity, or regulatory compliance.
Manage multiple customer assignments and complex client projects with moderate oversight, maintaining awareness of unique customer configurations and processes.
Manage open issues in ticketing systems and monitor customer-specific email and calendars.
Complete accurate, current documentation in relevant ticketing systems for processed requests and resolved incidents 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 by anticipating and meeting changing needs and building relationships with customer IT and operations staff and end-users.
Participate in communication and change management for proposed changes under the guidance of Application Advisors, ensuring affected groups’ concerns and input are addressed and changes are understood and properly used.
Contribute to a supportive team culture and adapt priorities under the guidance of Managers and Application Advisors.
Assist with onboarding new team members to customer support teams by explaining client configurations and processes and introducing employees to customer counterparts.
Understand moderately complex system setups and explain them 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.