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 requires strong technical and interpersonal skills and performs much of the day-to-day client work with oversight and assistance from Application Advisors and Senior Application Advisors. Nordic serves the healthcare industry and works to empower healthcare providers to use technology and realize digital transformation. The Senior Analyst supports customers through complex application work, project and issue management, customer service, communication and change management, and mentorship of peers and newer team members. The role may involve 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 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.
Demonstrated ability to 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 15%.

Nice To Haves

Knowledge of Information Technology Infrastructure Library (ITIL) processes.
Previous management experience.
Previous 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 and requests, translate needs into detailed requirements, and perform system build and testing.
Analyze workflows, system setup, and system audits, and participate in system upgrades and testing.
Manage multiple customer assignments, complex clients, and projects 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.
Contribute to decisions under Application Advisor supervision, including determining appropriate escalations for issues that may affect patient safety, financial integrity, or regulatory compliance.
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 and input are addressed and 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 explaining 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 as Managed Services and customer needs evolve.
Delegate and explain less complicated tasks to peers and less-experienced team members, and guide and oversee completion of delegated work.