Beaker - Senior Analyst

Nordic Healthcare Group (NHG)

About The Position

The Epic Beaker 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 involves performing most day-to-day client work with oversight and assistance from Application Advisors and Senior Application Advisors. The analyst supports complex customers by troubleshooting and resolving application issues, translating customer needs into requirements, building and testing system changes, analyzing workflows and system setup, auditing systems, and participating in upgrades. They manage multiple customer assignments and projects, maintain ticketing-system documentation and customer communications, follow change-control policies, and meet service-level agreements. The position also emphasizes customer service, communication and change management, teamwork, onboarding new team members, and explaining complex system configurations clearly. Analysts are expected to take on new challenges, develop their skills, and guide or oversee less-experienced colleagues on delegated tasks. 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 an equivalent combination of education and relevant industry experience.
Active Epic Beaker Clinical Pathology (CP) and Data Innovations (DI) certifications.
Strong understanding of Epic Beaker application functionality and laboratory workflows.
3–5+ years of experience implementing, configuring, maintaining, or supporting Epic applications, preferably Epic Beaker.
Hands-on experience troubleshooting application issues, supporting system enhancements, and optimizing workflows.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills and ability to collaborate effectively with technical and operational teams.
Ability to demonstrate and embody Nordic's maxims.
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 10%.

Nice To Haves

Epic Beaker Anatomic Pathology (AP) certification.
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 application to ensure the integrity, integration, and stability of EHR applications for complex customers.
Analyze customer issues, translate customer needs into detailed requirement specifications, and perform system build and testing.
Analyze workflows and system setup, conduct system audits, and participate in system upgrades and testing.
Exercise moderate judgment under Application Advisor supervision and contribute to decisions and escalations for Managed Services customers, considering patient safety, financial integrity, and regulatory compliance.
Manage multiple customer assignments and complex clients with minimal oversight, including tracking open issues in ticketing systems and managing customer-specific communications and calendars.
Maintain accurate, up-to-date 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 customer 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 are addressed and system changes are understood and used properly.
Contribute to a supportive team culture and adjust priorities under the guidance of Managers and Application Advisors.
Assist with onboarding new team members by orienting them to client configurations and processes and introducing them to customer counterparts.
Explain complex system setup clearly to internal staff and customer counterparts.
Take on new responsibilities and challenges to develop skills in response to evolving Managed Services and customer needs.
Identify opportunities to delegate less complicated tasks to peers and less-experienced team members, and guide and oversee completion of those tasks.
Participate in on-call rotations outside core business hours, including nights and weekends.