Willow Inpatient Analyst II

Responsibilities

• They will be responsible for, but not be limited to:
• 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
• 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

Requirements

• Bachelor's degree in a related field (relevant education and/or 5+ years' industry experience).
• 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%
• #LI-JB1

Benefits

Additional Information

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Company Intel

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