Application Analyst II - Patient Experience

Nordic Healthcare Group (NHG); United States; Remote; USD 90,000 - 115,000; Full time

Job summary

Nordic Global is seeking an Application Analyst II to provide advanced support for clinical and business applications within the Managed Services division. The role requires understanding of healthcare IT, application functionality, and strong documentation and vendor management skills.

The candidate will respond to incidents, manage documentation, coordinate upgrades, and participate in projects while supporting hospital and physician workflows. On-call rotation and travel may be required.

Qualifications

• Bachelor’s degree required or equivalent experience with at least 8 years in healthcare IT or IT applications.
• 5+ years in healthcare IT or equivalent IT application analyst role with degree.
• Experience applying ITIL-aligned service management processes (Incidents, Requests, Changes).
• Excellent communication and customer service abilities.
• Experience managing application support and documentation.

Responsibilities

• Respond to application support requests and incidents within SLAs with strong customer service.
• Manage application and team documentation through lifecycle processes.
• Maintain relationships with software vendors to ensure top-tier support.
• Plan and execute application upgrades and patch management for security.
• Earn relevant certifications and pursue ongoing professional development.
• Lead small analyst-led projects and handle basic project coordination tasks.
• Understand hospital and physician office workflows (clinical and business).
• Develop and maintain architecture documentation, system diagrams, and dependency maps for DR, security, and operations.

Skills

Analytical thinking

Communication skills

Problem solving

Documentation management

Vendor management

Teamwork

Education

Bachelor’s degree in IT/Engineering/Health Informatics/CS

Tools

ITIL

Documentation tools

Job description

Make a difference. Be happy. Grow your career.

The Role

The Application Analyst II provides advanced support for clinical and business applications within the Managed Services division of Nordic Global. This role requires a comprehensive understanding of the healthcare landscape, application functionalities and great responsibility in managing support requests, documentation, and vendor relationships.

Key Responsibilities

• Respond to application support requests and incidents within defined SLAs, ensuring high-level customer service and communication.
• Manage application and team documentation through proper document management lifecycles.
• Maintain and expand relationships with software vendors, ensuring application teams receive top-tier support.
• Plan and execute application upgrades, ensuring applications stay patched for security vulnerabilities.
• Achieve necessary certifications and continue professional development.
• Participate in and lead smaller analyst-led projects, taking on basic project management tasks such as scheduling calls, coordinating with team members, tracking follow-ups and communicating project status.
• Gain proficiency in clinically integrated hospital and physician office workflows (both clinical and business).
• Participate in the development and routine maintenance of detailed architecture documentation including system diagrams, and documentation of system dependency maps, integrations, and other critical components as needed to comply with disaster recovery, security, and operational requirements.
• Participate in the entire application lifecycle to include implementations, upgrades, and eventual decommissioning and data archiving.
• Work well independently, requesting help only when needed. Escalate appropriately after completing due diligence/proper investigation.

Skills and Experience

• Bachelor’s degree in Information Technology, Engineering, Healthcare Informatics, Computer Sciences, or a related field (relevant education and/or 8+ years’ industry experience).
• 5 years’ experience in healthcare IT or equivalent IT application analyst position with degree requirement.
• Proven analytical thinking and problem-solving skills.
• Experience in executing ITIL-aligned service management processes, including Incident, Request, and Change Management
• Excellent communication and customer service abilities.
• Experience in managing application support and documentation.
• Ability to work collaboratively in a team-oriented environment and independently.

Additional Details

• Some roles may require participation in an on-call rotation to provide 24x7 support for critical applications, ensuring continuous and reliable service availability and travel as necessary to support the business.

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.