Cadence Analyst - Epic Application Management

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THE ROLE

The Analyst – Epic Application Management provides EHR design, build, testing and troubleshooting services for Nordic clients.

• KEY RESPONSIBILITIES 

  The Analyst – Managed Services will be responsible for, but not be limited to: 

  • Performing basic troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s customers 

  • Fulfilling system requests from customers and translating needs into detailed requirement specifications  

  • Monitoring issue queues, triaging for urgency and appropriate actions, then taking actions or assigning to other team members as appropriate 

  • Taking customer calls about issues, resolving the issue during the call, or adequately documenting and transitioning the issue 

  • Building and configuring EHR applications to meet customer requirements and managing requests from your clients related to your area of application expertise 

  • Performing analysis of workflows and system setup, and system audits as necessary including coordinating system upgrades and testing 

  • Accurately, completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while also providing updates to clients directly as needed 

  • Following proper change control policies for application builds and configurations while developing and improving workflows and processes 

  • Working on projects that may be assigned on and hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requested 

  • Managing multiple clients and projects simultaneously with oversight from Senior Application Advisors, including maintaining awareness of unique customer build and process, managing open issues in a ticketing system, and monitoring customer specific email and calendar 

  • Adapting own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities 

  • Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers 

  SKILLS AND EXPERIENCE 

  • Post-secondary education or equivalent experience, required  

  • Certification in relevant EHR application(s) 

  • Must demonstrate and embody Nordic’s maxims 

  • Ability to apply problem solving skills 

  • Excellent communication skills, written and verbal 

  • 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 

  • Customer service experience and prior knowledge and experience in Healthcare IT and ITIL processes, preferred 

  • Comfortable identifying and advocating for process improvements and willingness to lead improvement efforts 

  ADDITIONAL DETAILS 

  • Ability to take on-call rotations outside of core business hours, incl