Willow Analyst- EAM

Nordic Healthcare Group (NHG)

About The Position

The Analyst – Managed Services provides EHR design, build, testing, and troubleshooting services for Nordic clients. The role supports healthcare providers in using technology and realizing digital transformation. Analysts manage application requests, issues, workflows, and projects across multiple clients, with oversight from Senior Application Advisors and guidance from Team Leads. The position may involve on-call rotations outside core business hours, including nights and weekends, and travel of up to 10%.

Requirements

Post-secondary education or equivalent experience.
Certification in relevant EHR application(s), or certification in relevant EHR application module(s) within four months.
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.
Comfort identifying and advocating for process improvements and willingness to lead improvement efforts.

Nice To Haves

Customer service experience.
Prior knowledge and experience in Healthcare IT and ITIL processes.

Responsibilities

Troubleshoot and solve problems to ensure the integrity, integration, and stability of customers’ EHR applications.
Fulfill system requests and translate customer needs into detailed requirement specifications.
Monitor issue queues, triage issues for urgency and appropriate action, and resolve or assign them as appropriate.
Take customer calls about issues, resolve issues during the call when possible, or document and transition them appropriately.
Build and configure EHR applications to meet customer requirements and manage requests related to the analyst’s application expertise.
Analyze workflows and system setups, conduct system audits as needed, and coordinate system upgrades and testing.
Maintain accurate, up-to-date documentation in relevant ticketing systems and provide clients with updates as needed.
Follow change-control policies for application builds and configurations while developing and improving workflows and processes.
Work on projects assigned on an ad hoc basis and assist with corporate initiatives as directed or requested.
Manage multiple clients and projects with oversight from Senior Application Advisors, maintaining awareness of customer-specific builds and processes, open ticketed issues, and customer email and calendar activity.
Adapt time and priorities under the guidance of Team Leads and Senior Application Advisors.
Take on new responsibilities and challenges to develop skills in response to the evolving needs of Managed Services and customers.
Participate in on-call rotations outside core business hours, including nights and weekends.
Travel up to 10%.