Willow Senior Analyst

Nordic Global; Madison (WI); On-site; USD 80,000 - 100,000; Full time

Job summary

Nordic Global is seeking a Senior Analyst to provide EHR design, build, testing, and advanced troubleshooting services for complex clients. The role requires a Bachelor's degree or 8+ years’ industry experience, along with Epic Certification in Willow Inpatient and strong problem-solving skills.

Daily tasks include managing multiple clients, providing exceptional customer service, and contributing to a supportive team culture. Opportunities for professional growth are inherent in this position, making it an ideal fit for dedicated professionals.

Qualifications

• Bachelor's degree in a related field or 8+ years’ industry experience.
• Epic Certification in Willow Inpatient required.
• 3–5+ years of experience implementing, training, or supporting EHR modules.

Responsibilities

• Provide EHR design, build, testing, and troubleshooting services.
• Manage customer assignments with minimal oversight.
• Deliver outstanding customer service and support.

Skills

Problem-solving skills

Communication skills

Customer service

Attention to detail

Teamwork

Education

Bachelor's degree in a related field

Epic Certification in Willow Inpatient

8+ years' industry experience

Tools

Microsoft Office

Ticketing systems

Job description

Make a difference. Be happy. Grow your career.

The Epic Willow Senior Analyst provides EHR design, build, testing and advanced troubleshooting services for Nordic’s more complex clients. They bring strong technical and soft skills. They perform most of the day‑to‑day work for our clients with oversight and assistance from Application Advisors and Senior Application Advisors.

Technical

• Perform advanced troubleshooting and problem‑solving within their application to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers.
• Fulfill system requests from customers by performing issue analysis within their application, translating needs into detailed requirement specifications, and performing system build and testing.
• Perform analysis of workflows, system setup, and system audits, including participating in system upgrades and testing.

Project and Issue Management

• Exercise moderate judgment and contribute to decisions, under the supervision of Application Advisors, in support of Managed Services customers that could have impacts on patient safety, financial integrity, and regulatory compliance; contribute to decisions regarding what escalation is appropriate.
• Manage multiple customer assignments with minimal 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.
• Manage multiple complex clients and projects simultaneously with minimal 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 complete up‑to‑date documentation in relevant ticketing system(s), regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs).
• Follow proper change control policies for migrating application build and configurations.
• Work on projects that may be assigned on an ad hoc basis, and assist in other internal initiatives as necessary, directed, assigned, or requested.

Teamwork and Customer Service

• Provide outstanding customer service by anticipating and meeting shifting customer needs, 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.
• Participate in communication and change‑management of proposed changes, ensuring concerns and input from affected groups are addressed, and system changes are understood and properly used.
• Contribute to a supportive team culture where everyone is focused on the overall goals of Managed Services; adapt their own focus of time and energy, under the guidance of Managers and Application Advisors, to deliver on most‑important priorities.
• Assist 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

• Understand complex system setup, and be able to explain and communicate that setup in ways that are easy to understand for internal staff and day‑to‑day customer counterparts.
• Take on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers.
• Seek opportunities to delegate and explain less complicated tasks to peers and less‑experienced team members; guide and oversee the completion of delegated tasks.

Skills and Experience

• Bachelor’s degree in a related field (relevant education and/or 8+ years’ industry experience).
• Epic Certification in Willow Inpatient with strong understanding of functionality within that application.
• 3–5+ years 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 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.