Senior Application Advisor

Nordic; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

On-call rotations

Travel up to 10%

Job summary

Nordic seeks a Senior Application Advisor - Managed Services to provide expert Epic EHR design, build, testing and advanced troubleshooting for Nordic clients, while guiding engagements and mentoring the Managed Services team.

You will work across Epic Grand Central, Prelude, and RTE, train staff, and translate client needs into detailed specifications, builds, and tests, with strong communication to IT and executive stakeholders.

Qualifications

• Epic modules implementation, training, or support for 5+ years.
• Epic Grand Central and Prelude certification required; RTE cert preferred.
• Excellent written and verbal communication; ability to influence executives.
• Experience with ITIL, change management, and ticketing systems.

Responsibilities

• Provide expert-level troubleshooting and advanced Epic EHR support.
• Oversee onboarding of new team members and mentor staff.
• Translate customer needs into detailed specifications and perform builds and testing.
• Manage customer engagements and collaborations with internal teams.

Skills

Epic Grand Central

Epic Prelude

Epic RTE

Problem-solving

Communication

Project management

Customer service

ITIL

Education

Post-secondary education or equivalent

Tools

Ticketing systems

MS Office

Job description

Make a difference. Be happy. Grow your career.

SENIOR APPLICATION ADVISOR - MANAGED SERVICES

The 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

They will be responsible for, but not be limited to: 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 Grand Central and Prelude certification required Epic RTE certification and/or experience preferred Post-secondary education or equivalent experience required Epic Prelude certification and/or experience preferred, with a well-rounded understanding of application functionality 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%

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.