Dorothy Senior Application Advisor

Nordic Healthcare Group (NHG)

10d

About The Position

The Dorothy Senior Application Advisor - Managed Services provides expert Epic EHR design, build, testing, and advanced troubleshooting services for Nordic clients. The role oversees customer engagements and mentors other Managed Services team members, applying technical and interpersonal skills to guide internal and customer teams toward resolutions. The advisor supports complex customer environments by analyzing and resolving issues within Epic applications and across integrated systems, translating customer needs into detailed requirements, and completing system builds and testing. The role also anticipates the effects of changes on connected applications, supports new team-member onboarding, and helps ensure consistent customer-support processes through documentation, delegation, coaching, and constructive feedback. The position requires the ability to participate in on-call rotations outside core business hours, including nights and weekends, and travel up to 10%.

Requirements

Epic certification in the relevant application(s).
Post-secondary education or equivalent experience.
At least 5 years of experience implementing, training, or supporting Epic modules.
Demonstrated alignment with Nordic’s core values (maxims).
Proven problem-solving and technical skills.
Excellent written and verbal communication skills, including the ability to simplify complex concepts and influence stakeholders at all levels, including C-suite.
Proficiency with Microsoft Office applications.
Strong attention to detail and organizational skills.
Ability to work independently and collaboratively within a team environment.
Experience with ticketing systems and change management processes.
Strong customer service track record.
Demonstrated sound judgment and appropriate escalation practices.
Ability to participate in on-call rotations outside core business hours, including nights and weekends.
Ability to travel up to 10%.

Nice To Haves

Epic Dorothy certification and/or experience, with a well-rounded understanding of pharmacy application functionality, workflows, and integration points.
Knowledge of ITIL processes.
Prior management, project management, and system implementation experience.

Responsibilities

Perform expert-level troubleshooting and problem-solving to maintain the integrity, integration, and stability of Epic applications for complex customers.
Fulfill customer system requests by analyzing issues within applications and across integrated applications and systems, translating needs into detailed requirement specifications, and performing system build and testing.
Anticipate the effects of changes on other applications and systems and take appropriate steps to manage those impacts.
Oversee and participate in onboarding new team members to the customer-support team, including orienting them to client configurations and processes and introducing them to customer counterparts.
Explain complex system setups and impacts clearly to internal staff and customer counterparts, including IT and operational leadership.
Create documentation that supports consistent process execution.
Identify opportunities to delegate work to support team members for their growth, with appropriate guidance and oversight.
Mentor and coach team members in technical and interpersonal skills, including time management, communication, project management, and escalation.
Provide timely, constructive feedback that builds confidence and supports continuous improvement.
Participate in on-call rotations outside core business hours, including nights and weekends.
Travel up to 10%.