Optime Application Advisor

Make a difference. Be happy. Grow your career.

• 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

• Skills and Experience

  • Post-secondary education or equivalent experience, required

  • Epic certification inone or moreapplication modules withwell-roundedunderstanding ofapplicationfunctionality 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 applyproblem solvingand technicalskills

  • 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 ofInformation Technology Infrastructure Library (ITIL)processes, previous management and project management experience, and participation in previous systems implementations, preferred

  • Demonstrated sound judgment and appropriate escalation

  Additional Details 

  • Working in Madison, WI, is not required, but preferred.  Trips to the Nordic Home Office in Madison, WI will be expected 

  • Ability to take on-call rotationsoutside of core business hours, including nights and weekends 3

  • Ability to travel up to 15%

  Nordic is an equal opportunity employer dedicated to a policy of non-discrimination on any protected basis including race, creed, color, age, gender, religion, national origin, disability, marital or veteran status, sexual orientation, or any other legally protected status under applicable local, state or federal law. EEO/AA Employer: M/F/Disabled and Vet.