TheManaged ServicesApplication Advisorprovides expertEpic EHR design, build, testing and advanced troubleshooting services for Nordic clientswhileoverseeing customer engagements andmentoring other Managed Services team members.They havethe technical and softskills tonavigateany situation relatedtotheirapplication and guide internal,and customer teams,to a resolution.
KEY RESPONSIBILITIES
Theywill be responsible for, but not be limited to:
Technical
Performing expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of Epic applications for Nordic’s complex customers
Fulfilling system requests from customersby performing issue analysis within their application and across other integrated applications and systems,translating needs into detailed requirement specifications, and performing system build and testing
Anticipating the impact of changes to other applications and systems and taking necessary steps to manage those impacts
Guiding and performingproactivein-depth analysis of workflows and system setup, and system auditstofind system improvements and efficiencies, including leading system upgrades and testing
Project and Issue Management
Exercisingconsiderable judgment and makingdecisionsinsupport of Managed Services customersthat could have impacts topatient safety, financial integrity, and regulatorycompliance;determiningwhat escalation is appropriate
Learningand documentingunique customer processes andconfiguration,establishingongoing support processes, andorienting otherteam membersto the customer configuration and processes
Managingmultiple complex clients and projects simultaneously withminimal oversight,includingmaintainingawareness of unique customer build and process, managingopen issues in a ticketing system,and monitoring customer specificemail and calendar
Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs)
Following proper change control policies formigratingapplication build and configurations
Working on projects that may be assigned on an ad hoc basis, and assisting inotherinternalinitiatives as necessary, directed, assigned, or requested
Teamwork andCustomerService
Providingoutstandingcustomer serviceby anticipating and meeting shifting customer needs, delivering high quality support, and valuing and building relationships with customer IT and operations staffincluding customer end-users, operations managers, IT analysts, IT managers, Directors, and the C-suite
Anticipatingthe customer perspective of proposed changes; guidingcommunication and change management to ensure concerns and input from affected groups are addressed, and system changes are understood and properly used
Contributingto a supportive team culture where everyone is focused on the overall goals of Managed Services; Adapting their own focuses of time and energy, under the guidance of Team Leads andSenior Application Advisors, to deliver on most-important priorities
Participating in the onboarding of new team members to customer support team, including orienting to unique client configuration and processes, and introducing employees to customer counterparts
Growth and Membership
Explainingcomplex system setup and impacts in ways that are easy to understand for internal staff and customer counterparts up to, and including,IT and operational leadership
Creatingdocumentation that allows others to follow processes consistently
Seekingout opportunities to delegate work to other team members so all members of the team are growing their capabilities with appropriate guidance and oversight
Under the guidance of the Team Lead and SeniorApplication Advisor, mentoringmembers of the team intechnical skills