Willow Senior Analyst

Nordic Global; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Nordic Global is seeking an experienced EHR support professional to ensure the integrity and stability of Epic Willow Inpatient applications for our complex healthcare customers.

You will analyze requests, translate needs into specifications, and perform builds and testing while managing multiple clients with supervision. The role requires excellent communication, problem-solving, and teamwork; on-call rotations and up to 10% travel are expected.

Qualifications

• Bachelor's degree in a related field.
• Epic Certification in Willow Inpatient required.
• 1+ year experience implementing, training, or supporting EHR modules.
• 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.
• Prior experience with ticketing systems and change management processes.
• Strong customer service track record.
• Knowledge of ITIL processes, management and project experience, preferred.

Responsibilities

• Troubleshoot and ensure integrity of EHR applications for Nordic’s complex customers.
• Analyze system requests, translate needs into detailed specifications, perform build and testing.
• Participate in system upgrades and testing; adhere to change control policies.

Skills

EHR modules experience

Excellent communication

Problem solving

Attention to detail

Education

Bachelor's degree

Epic Certification in Willow Inpatient

Tools

Microsoft Office

Ticketing systems

Job description

Make a difference. Be happy. Grow your career.

Key Responsibilities

Technical

• Performing intermediate troubleshooting and problem-solving within their application to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers
• Fulfilling system requests from customers by performing issue analysis within their application, translating needs into detailed requirement specifications, and performing system build and testing; using appropriate judgment in escalating issues and challenges to an Application Advisor
• Performing analysis of workflows system setup, and system audits at the direction of an Application Advisor, including participating in system upgrades and testing

Project and Issue Management

• Exercising moderate judgment and contributing to decisions, under the supervision of Application Advisors, in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; contributing to decisions regarding what escalation is appropriate
• Managing multiple customer assignments with moderate oversight from Application Advisors, including awareness of unique customer build and process, management of open issues in a ticketing system, email communication, and calendar management
• Managing multiple complex clients and projects simultaneously with moderate oversight from 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
• Accurately completing up-to-date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs)
• Following proper change control policies for migrating application build and configurations
• Working on projects that may be assigned on an ad hoc basis, and assisting in other internal initiatives as necessary, directed, assigned, or requested

Teamwork and Customer Service

• Providing outstanding customer service by anticipating and meeting shifting customer needs, and delivering high quality support, and valuing and building relationships with customer IT and operations staff, including customer end-users, operations managers, IT analysts, and IT managers
• Participating in communication and change-management of proposed changes, under the guidance of Application Advisors, ensuring concerns and input from affected groups are addressed, and system changes are understood and properly used
• Contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services; Adapting their own focuses of time and energy, under the guidance of Managers and Application Advisors, to deliver on most-important priorities
• Assisting in the onboarding of new team members to customer support team, including orienting to unique client configuration and processes, and introducing employees to customer counterparts

Growth and Mentorship

• Understanding moderately complex system setup, and able to explain and communicate that setup in ways that are easy to understand for internal staff and day-to-day customer counterparts
• Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers
• Seeking opportunities to delegate and explain less complicated tasks to peers and less-experienced team members; guiding and overseeing the completion of delegated tasks

Skills And Experience

• Bachelor's degree in a related field (relevant education and/or 5+ years’ industry experience).
• Required: Epic Certification in Willow Inpatient with moderate understanding of functionality within that application
• 1+ year of experience implementing, training, or supporting EHR modules
• 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
• Prior experience with ticketing systems and change management processes
• Strong customer service track record
• Knowledge of Information Technology Infrastructure Library (ITIL) processes, previous management and project management experience, and participation in previous systems implementations, preferred

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.