Beaker Senior Application Advisor
On-siteNational, Maryland, United States
National, Maryland, United StatesOn-siteFull TimeSenior LevelHealthcare TechLarge
Full TimeSenior LevelLargeHealthcare Tech
Job Summary
Conduct expert-level Epic EHR troubleshooting, build, and testing for Nordic's complex clients in the Nordic region. Perform issue analysis, translate requirements into specifications, and manage system upgrades while adhering to change control policies. Lead application management work across multiple engagements, oversee ticket management, and guide customer IT and operations teams through complex scenarios. Manage open issues in ticketing systems, maintain accurate documentation, and mentor team members on technical and soft skills. Anticipate customer needs, facilitate change management, and adapt priorities with minimal oversight to deliver on service level agreements.
Required Qualifications
- Active certification Beaker required
- Post-secondary education or equivalent experience required
- 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, 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
- participation in previous systems implementations
- Ability to take on-call rotations outside of core business hours, including nights and weekends
- Ability to travel up to 10% to Nordic Home office in Madison, WI
Desired Qualifications
- Must have a strong understanding of Epic EHR design, build, testing and advanced troubleshooting services
- Experience guiding and performing proactive in-depth analysis of workflows and system setup
- Experience leading system upgrades and testing
- Experience exercising considerable judgment in support of Managed Services customers
- Experience managing multiple complex clients and projects simultaneously
- Experience overseeing ticket management across applications
- Experience leading team meetings
- Experience working on projects that may be assigned on an ad hoc basis
- Experience delegating and overseeing work across customer support team
- Experience creating and contributing to a supportive team culture
- Experience adapting focuses of time and energy to deliver on most-important priorities
- Experience overseeing and participating in the onboarding of new team members
- Experience explaining complex system setup and impacts in ways that are easy to understand
- Experience creating documentation that allows others to follow processes consistently
- Experience seeking out opportunities to delegate work to other team members
- Experience mentoring and coaching all members of the team in both technical skills, and soft skills such time-management, communication, project management, and escalation
- Experience providing prompt feedback that builds confidence in team members
- Experience guiding the time and energy of other members of the team
- Experience orienting other team members to the customer configuration and processes
- Experience introducing employees to customer counterparts
- Experience anticipating the impact of changes to other applications and systems
- Experience translating needs into detailed requirement specifications
- Experience performing system build and testing
- Experience managing open issues in a ticketing system
- Experience monitoring customer specific email and calendar
- Experience accurately completing up-to-date documentation in relevant ticketing system(s)
- Experience meeting Service Level Agreements (SLAs)
- Experience serving as Application Lead
- Experience leading application management work at client(s)
- Experience overseeing customer engagements
- Experience mentoring other Managed Services team members
- Experience making the complex simple
- Experience persuasion with all levels of an organization up to C suite
- Experience demonstrating sound judgment and appropriate escalation
- Experience working with Nordic clients
- Experience in healthcare
- Experience in strategy, technology, and operations
- Experience in managed services
- Experience resulting in a stronger business with better patient outcomes
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