Dorothy Senior Application Advisor

USA102 Nordic Consulting Partners, Inc.; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

Nordic is seeking a Senior Application Advisor - Managed Services to deliver expert Epic EHR design, build, testing, and advanced troubleshooting for Nordic clients. Lead engagements, mentor team members, and ensure seamless cross-team collaboration across customer configurations and processes.

The role requires Epic Dorothy certification/experience, strong communication, and the ability to influence stakeholders up to the C-suite. On-call rotations and up to 10% travel are expected.

Qualifications

• Epic certification in the relevant application(s) required.
• Post-secondary education or equivalent experience required.
• Epic Dorothy certification and/or experience preferred, with understanding of pharmacy workflows.
• 5+ years of experience implementing, training, or supporting Epic modules.
• Demonstrated alignment with Nordic's core values (maxims).
• Strong problem-solving and technical skills.
• Excellent written and verbal communication, able to influence stakeholders up to C-suite.
• Proficiency with Microsoft Office applications.
• Strong attention to detail and organizational skills.
• Ability to work both independently and with a team.
• Experience with ticketing systems and change management processes.
• Strong customer service track record.
• Knowledge of ITIL processes and prior management/project experience preferred.
• Demonstrated sound judgment and escalation practices.

Responsibilities

• Provide expert-level troubleshooting to ensure Epic applications' integrity and stability for Nordic's customers.
• Fulfill system requests by analyzing issues, specifying requirements, and performing builds and testing.
• Anticipate and manage impacts when changes affect other applications and systems.
• Oversee onboarding of new team members and orient them to client configurations and processes.
• Explain complex setups clearly to internal staff and client leadership.
• Create documentation to enable consistent process execution.
• Mentor team members in technical and soft skills, with constructive feedback.
• Support on-call rotations and occasional travel up to 10%.

Skills

Epic certification

Dorothy Epic cert

Epic modules

Communication skills

MS Office

ITIL knowledge

Change management

Problem solving

Team collaboration

Customer service

Decision making

Escalation practices

Attention to detail

Organization skills

Executive influence

Education

Post-secondary education

Job description

Make a difference. Be happy. Grow your career.

Senior Application Advisor - Managed Services

The Dorothy Senior Application Advisor - Managed Services provides expert Epic EHR design, build, testing and advanced troubleshooting services for Nordic clients while overseeing customer engagements and mentoring other Managed Services team members. They have the technical and soft skills to navigate any situation related to their application and guide internal, and customer teams, to a resolution.

Key Responsibilities

• Perform expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of Epic applications for Nordic's complex customers.
• Fulfill 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.
• Anticipate the impact of changes to other applications and systems and take necessary steps to manage those impacts.
• Oversee and participate in the onboarding of new team members to the customer support team, including orienting to unique client configurations and processes, and introducing employees to customer counterparts.

Growth and Mentorship

• Explain complex system setups and impacts in ways that are easy to understand for internal staff and customer counterparts up to and including IT and operational leadership.
• Create documentation that enables consistent process execution.
• Identify opportunities to delegate work to support team member growth, with appropriate guidance and oversight.
• Mentor and coach team members in both technical skills and soft skills such as time management, communication, project management, and escalation.
• Provide timely, constructive feedback that builds confidence and supports continuous improvement.

Skills and Experience

• Epic certification in the relevant application(s) required.
• Post-secondary education or equivalent experience required.
• Epic Dorothy certification and/or experience preferred, with a well-rounded understanding of pharmacy application functionality, workflows, and integration points.
• 5+ years of experience implementing, training, or supporting Epic modules.
• Demonstrated alignment with Nordic's core values (maxims).
• Proven problem-solving and technical skills.
• Excellent written and verbal communication skills, with the ability to simplify complex concepts and influence stakeholders at all levels, including C-suite.
• Proficiency with Microsoft Office applications.
• Strong attention to detail and organizational skills.
• Ability to work both independently and collaboratively within a team environment.
• Experience with ticketing systems and change management processes.
• Strong customer service track record.
• Knowledge of ITIL processes, as well as prior management, project management, and system implementation experience preferred.
• Demonstrated sound judgment and appropriate escalation practices.

Additional Details

• Ability to participate in on-call rotations outside of core business hours, including nights and weekends.
• Ability to travel up to 10%.

Equal Opportunity Employer

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.

Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.