Full-Time

Optime Application Advisor

Posted on 10/25/2024

Nordic

Nordic

Consulting
Healthcare

Junior, Mid

Madison, WI, USA + 1 more

More locations: Remote in USA

Preferred to work in Madison, WI, with expected trips to the Nordic Home Office.

Category
IT Support
IT & Security
Required Skills
Customer Service
Requirements
  • Post-secondary education or equivalent experience, required
  • Epic certification in one or more application modules with well-rounded understanding of application functionality and integration points with other applications
  • 3+ years of experience implementing, training, or supporting Epic modules
  • Must demonstrate and embody Nordic’s maxims
  • Proven ability to apply problem solving and technical skills
  • Excellent communication skills, written and verbal; make the complex simple, persuasion; all levels of an organization up to C suite
  • Proficient with Microsoft Office applications
  • Strong attention to detail and ability to organize
  • Must be able to work independently, as well as within a team environment
  • Prior experience with ticketing systems and change management processes
  • Strong customer service track record
  • Knowledge of Information Technology Infrastructure Library (ITIL) processes, previous management and project management experience, and participation in previous systems implementations, preferred
  • Demonstrated sound judgment and appropriate escalation
Responsibilities
  • 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 customers by 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 performing proactive in-depth analysis of workflows and system setup, and system audits to find system improvements and efficiencies, including leading system upgrades and testing
  • Exercising considerable judgment and making decisions in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; determining what escalation is appropriate
  • Learning and documenting unique customer processes and configuration, establishing ongoing support processes, and orienting other team members to the customer configuration and processes
  • Managing multiple complex clients and projects simultaneously with minimal oversight, including maintaining awareness of unique customer build and process, managing open issues in a ticketing system, and monitoring customer specific email 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 for migrating application build and configurations
  • Working on projects that may be assigned on an ad hoc basis, and assisting in other internal initiatives as necessary, directed, assigned, or requested
  • Providing outstanding customer service by anticipating and meeting shifting customer needs, delivering high quality support, and valuing and building relationships with customer IT and operations staff including customer end-users, operations managers, IT analysts, IT managers, Directors, and the C-suite
  • Anticipating the customer perspective of proposed changes; guiding communication and change management to ensure concerns and input from affected groups are addressed, and system changes are understood and properly used
  • Contributing to 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 and Senior 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
  • Explaining complex 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
  • Creating documentation that allows others to follow processes consistently
  • Seeking out 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 Senior Application Advisor, mentoring members of the team in technical skills

Company Stage

Acquired

Total Funding

N/A

Headquarters

N/A

Founded

2010

Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for real-time analytics boosts Nordic's partnership with CHA.
  • Cloud Innovation Lab positions Nordic to capitalize on healthcare's shift to cloud solutions.
  • Federal healthcare contracts offer growth opportunities with James Crawford's leadership.

What critics are saying

  • Leadership transition to Don Hodgson may lead to strategic shifts or instability.
  • Integrating CHA's platform with existing EHR systems could face implementation challenges.
  • Dependence on cloud providers like Microsoft Azure and AWS poses service term risks.

What makes Nordic unique

  • Nordic's partnership with CHA enhances real-time analytics at the point-of-care.
  • The Cloud Innovation Lab accelerates healthcare digital transformation with Microsoft Azure and AWS.
  • Nordic's ERP expertise is strengthened by its partnership with Workday for integrated solutions.

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