Willow Analyst- EAM

Healthtech Inc; United States; Remote; USD 70,000 - 95,000; Full time

Job summary

Nordic is an equal opportunity employer delivering EHR design, build, testing and troubleshooting services for healthcare organizations. We serve Nordic clients with a focus on healthcare IT and ITIL-aligned support, including on‑call rotations and travel as needed.

The Analyst – Managed Services role involves troubleshooting, requirements gathering, and coordination across multiple clients and projects under senior guidance.

Qualifications

• Post-secondary education or equivalent experience is required.
• Certification in relevant EHR application(s) within 4 months is required.
• Experience in Healthcare IT and ITIL processes preferred.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.

Responsibilities

• Performing basic troubleshooting to ensure integrity, integration, and stability of EHR applications for Nordic’s customers.
• Translating customer requests into detailed requirement specifications.
• Managing issue queues, triaging urgency, and coordinating actions with team members.
• Taking customer calls about issues and resolving them during the call or documenting them appropriately.
• Building and configuring EHR applications to meet customer requirements and managing client requests.

Skills

Problem solving

Communication

Attention to detail

Independent worker

Team collaboration

Healthcare IT knowledge

ITIL familiarity

Education

Post-secondary education or equivalent

EHR certification within 4 months

Tools

Microsoft Office

Job description

Make a difference. Be happy. Grow your career. The Analyst – Managed Services provides EHR design, build, testing and troubleshooting services for Nordic clients. Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.

Key Responsibilities

• 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) required or must be certified in relevant EHR application module(s) within 4 months
• 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, 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.