Managed Services - Epic Security Analyst

Make a difference. Be happy. Grow your career.

THE ROLE

The Analyst – Epic Application Management provides EHR design, build, testing and troubleshooting services for Nordic clients.

KEY RESPONSIBILITIES 

The Analyst – Managed Services will be responsible for, but not be limited to: 

• 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) 

• 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 

• Trips to Nordic Home Office in Madison WI may be required

• Ability to take on-call rotations outside of core business hours, including nights and weekends 

• Ability to travel up to 10%