Epic Optime​/Anesthesia Senior Analyst

Overview

The Epic Optime/Anesthesia Senior Analyst provides EHR design, build, testing, and advanced troubleshooting services for Nordic’s more complex clients. They bring strong technical and soft skills.

• Perform advanced troubleshooting and problem‑solving within the application to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers.
• Fulfill system requests from customers by performing issue analysis within the application, translating needs into detailed requirement specifications, and performing system build and testing.
• Analyze workflows, system setup, and system audits, including participation in system upgrades and testing.
• Exercise moderate judgment and contribute to decisions, under the supervision of Application Advisors, supporting Managed Services customers where decisions could impact patient safety, financial integrity, and regulatory compliance; determine appropriate escalation.
• Manage multiple customer assignments with minimal oversight from Application Advisors, including awareness of unique customer builds and processes, management of open issues in a ticketing system, email communication, and calendar management.
• Manage multiple complex clients and projects simultaneously, maintaining awareness of unique customer builds and processes and monitoring customer‑specific email and calendar.
• Accurately complete up‑to‑date documentation in relevant ticketing system(s) regarding requests processed and incidents solved while still meeting Service Level Agreements (SLAs).
• Follow proper change‑control policies for migrating application builds and configurations.
• Work on projects that may be assigned on an ad‑hoc basis and assist in other internal initiatives as necessary, directed, assigned, or requested.
• Provide outstanding customer service by anticipating and meeting shifting customer needs, delivering high‑quality support, and building relationships with customer IT and operations staff.
• Participate in communication and change‑management of proposed changes, ensuring concerns and input from affected groups are addressed and system changes are understood and properly used.
• Contribute to a supportive team culture focused on the overall goals of Managed Services; adapt own focus of time and energy to deliver on most‑important priorities under guidance.
• Assist in onboarding of new team members to the customer support team, including orientation to unique client configuration and processes, and introduction to customer counterparts.
• Understand complex system setup and explain it in ways that are easy to understand for internal staff and day‑to‑day customer counterparts.
• Take on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and customers.
• Seek opportunities to delegate and explain less‑complicated tasks to peers and less‑experienced team members, guiding and overseeing the completion of delegated tasks.

• Bachelor’s degree in a related field or 8+ years’ industry experience.
• Active Epic Optime and/or Anesthesia Certification.
• Minimum of 1–5+ years of direct experience implementing, training, or supporting EHR modules.
• Demonstrates and embodies Nordic’s maxims.
• Applicable problem‑solving skills.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Strong attention to detail and organizational ability.
• Ability to work independently and within a team environment.
• Prior experience with ticketing systems and change‑management processes.
• Strong customer‑service track record.
• Knowledge of ITIL processes, previous management and project‑management experience, and participation in previous system implementations (preferred).

• Ability to take on‑call rotations outside 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.