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SENIOR APPLICATION ADVISOR - MANAGED SERVICES
The Senior Application Advisor - Managed Services 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
They will be responsible for, but not be limited to:
Perform expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of Epic applications for Nordic’s complex customers
Fulfill 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
Anticipate the impact of changes to other applications and systems and take necessary steps to manage those impacts
Oversee and participate in the onboarding of new team members to the customer support team, including orienting to unique client configurations and processes, and introducing employees to customer counterparts
Growth and Mentorship
Explain complex system setups and impacts in ways that are easy to understand for internal staff and customer counterparts up to and including IT and operational leadership
Create documentation that enables consistent process execution
Identify opportunities to delegate work to support team member growth, with appropriate guidance and oversight
Mentor and coach team members in both technical skills and soft skills such as time management, communication, project management, and escalation
Provide timely, constructive feedback that builds confidence and supports continuous improvement
Skills and Experience
Required - Epic Grand Central and RTE certification
Post-secondary education or equivalent experience required
Epic Preludecertification and/or experience preferred, with a well-rounded understanding of application functionality and integration points
5+ years of experience implementing, training, or supporting Epic modules
Demonstrated alignment with Nordic’s core values (maxims)
Proven problem-solving and technical skills
Excellent written and verbal communication skills, with the ability to simplify complex concepts and influence stakeholders at all levels, including C-suite
Proficiency with Microsoft Office applications
Strong attention to detail and organizational skills
Ability to work both independently and collaboratively within a team environment
Experience with ticketing systems and change management processes
Strong customer service track record
Knowledge of ITIL processes, as well as prior management, project management, and system implementation experience preferred
Demonstrated sound judgment and appropriate escalation practices
Additional Details
Ability to participate in 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.
Originally posted on Himalayas