Willow Senior Analyst - EAM

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 performs much of the day-to-day client work with oversight and assistance from Application Advisors and Senior Application Advisors. Senior Analysts manage multiple customer assignments and complex projects, support EHR integrity and stability, and provide high-quality customer service while helping teams adapt to evolving client needs.

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 participate in on-call rotations outside core business hours, including nights and weekends.
Ability to travel up to 15%.

Nice To Haves

Knowledge of 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 support the integrity, integration, and stability of EHR applications.
Analyze customer system requests and issues, translate needs into detailed requirements, and perform system build and testing.
Analyze workflows, system setup, and system audits; participate in system upgrades and testing.
Use moderate judgment under Application Advisor supervision to support decisions affecting patient safety, financial integrity, and regulatory compliance, including appropriate escalation.
Manage multiple customer assignments and complex projects with minimal oversight, including awareness of customer-specific configurations and processes, ticket management, email communication, and calendar management.
Maintain 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 ad hoc projects and internal initiatives as assigned or requested.
Anticipate and meet changing customer needs, provide high-quality support, 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 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 setups clearly to internal staff and customer counterparts.
Take on new responsibilities and challenges to develop skills in response to the needs of Managed Services and its customers.
Identify opportunities to delegate less complicated tasks to peers and less-experienced team members, and guide and oversee their completion.