Managed Services Senior Application Advisor

Who we are

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.

Your role

A Nordic Senior Managed Services Application Advisor is more than an Epic application expert. We’re also looking for someone who is passionate about making it about "we" by mentoring and collaborating in a team environment and is excited to be actively engaged in supporting a variety of Epic clients. You can do all of this from Nordic's home office, one of the best places to work in Madison, or work closely with our team from a remote location. You'll need to be a strong communicator who can keep in close contact with the client while you're working remotely. If this sounds like you, here are a couple things you’ll need:

  • Five or more years of Epic IT experience
  • One or more Epic certification
  • Experience with ticketing systems and change management processes

If you know someone else who would be a great fit for this position, let us know.

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Full Job Description

Senior Managed Services Application Advisor

The Senior Managed Services Application Advisor provides expert Epic EHR design, build, testing, and advanced troubleshooting services for Nordic clients while overseeing customer engagements and mentoring other Managed Services team members. They have the technical and soft skills to navigate any situation related to their application and guide internal and customer teams to a resolution.

Key Responsibilities

The Senior Managed Services Application Advisor's responsibilities include, but are not limited to

Technical

  • Performing expert-level troubleshooting and problem solving to ensure the integrity, integration, and stability of Epic applications for Nordic’s complex customers
  • Fulfilling system requests from customers by performing issue analysis within their application and across other integrated applications and systems, translating needs into detailed requirement specifications, and performing system build and testing
  • Anticipating the impact of changes to other applications and systems and taking necessary steps to manage those impacts
  • Guiding and performing proactive in-depth analysis of workflows, system setup, and system audits to find system improvements and efficiencies, including leading system upgrades and testing

Project and Issue Management

  • Exercising considerable judgment and making decisions in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; determining what escalation is appropriate
  • Learning and documenting unique customer processes and configurations, establishing ongoing support processes, and orienting other team members to the customer configurations and processes
  • Managing multiple complex clients and projects simultaneously with minimal oversight, 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)
  • Leading application management work at client(s) in relevant application(s) across multiple engagements, including overseeing ticket management across the application(s), sharing project updates, and leading team meetings
  • 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
  • Delegating and overseeing work across customer support team

Teamwork and Customer Service

  • Providing 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, IT managers, directors, and the C-suite
  • Anticipating the customer perspective of proposed changes while guiding communication and change management to ensure concerns and input from affected groups are addressed and system changes are understood and properly used
  • Creating and contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services; adapting, with minimal oversight and input, their own focuses of time and energy to deliver on most important priorities and guiding the time and energy of other members of the team
  • Overseeing and participating in the onboarding of new team members to customer support team, including orienting to unique client configurations and processes and introducing employees to customer counterparts

Growth and Mentorship

  • Explaining complex system setup and impacts in ways that are easy to understand for internal staff and customer counterparts up to, and including, IT and operational leadership
  • Creating documentation that allows others to follow processes consistently
  • Seeking out opportunities to delegate work to other team members so all members of the team are growing their capabilities with appropriate guidance and oversight
  • Mentoring and coaching all members of the team in both technical and soft skills such as time management, communication, project management, and escalation
  • Provides prompt feedback that builds confidence in team members and guidance on skills and approaches to improve

Skills and Experience

  • Post-secondary education or equivalent experiences required
  • Epic certification in one or more application modules with well-rounded understanding of application functionality and integration points with other applications
  • 5+ years of experience implementing, training, or supporting Epic modules
  • Must demonstrate and embody Nordic’s maxims
  • Proven ability to apply problem solving and technical skills
  • Excellent communication skills, both written and verbal; make the complex simple, persuasion; all levels of an organization up to C-suite
  • 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
  • Able to demonstrate sound judgment and appropriate escalation

Compensation and Additional Details

  • Working in Madison, WI, is not required, but preferred. Trips to the home office in Madison, WI will be expected 
  • Ability to take on-call rotations outside of core business hours, including nights and weekends
  • Ability to travel up to 15%
  • Benefits package offered

Take the next step! Apply now.

Quick note on our partnerships

Our partnerships are extremely important to us. This online application is not intended for anyone who is currently under a non-compete agreement or has an arrangement that precludes employment at Nordic. We appreciate your help in respecting our partners.

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