Epic Clin Doc Senior Analyst

Responsibilities

Perform advanced troubleshooting and problem‑solving within Epic Clin Doc to ensure the integrity, integration, and stability of EHR applications for Nordic’s complex customers.

Fulfill system requests from customers by analyzing issues, translating needs into detailed requirement specifications, and performing system build and testing.

Analyze workflows, system setup, and audits; participate in system upgrades and testing.

Contribute to decisions and escalations under the supervision of Application Advisors; manage multiple customer assignments with minimal oversight.

Manage open issues in a ticketing system, oversee email and calendar communication, and maintain accurate documentation to meet Service Level Agreements (SLAs).

Adhere to change‑control policies for migrating application builds and configurations.

Work on projects that may be assigned ad‑hoc and assist in other internal initiatives as needed.

Provide outstanding customer service by anticipating and meeting shifting customer needs, building relationships with customer IT and operations staff, and delivering high‑quality support.

Participate in communication and change‑management of proposed changes, ensuring concerns are addressed and changes are understood.

Contribute to a supportive team culture focused on overall Managed Services goals.

Assist in onboarding new team members, orienting them to client configuration and processes, and introducing them to customer counterparts.

Guide and oversee delegated tasks to peers and less‑experienced team members, ensuring completion and quality.

Understand complex system setups and explain them in an accessible manner for internal staff and day‑to‑day customer counterparts.

Take on new responsibilities and challenges to continually grow and develop skills in response to evolving Managed Services and customer needs.

• High school diploma or bachelor’s degree in a related field (or 8+ years of relevant experience).
• Active Epic Clin Doc or Inpatient Certification.
• 1‑5+ years of direct experience implementing, training, or supporting EHR modules.
• Strong problem‑solving skills and ability to apply technical knowledge.
• Excellent written and verbal communication skills.
• Proficiency with Microsoft Office applications.
• Strong attention to detail and organizational skills.
• 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; participation in prior system implementations preferred.
• Ability to take on call rotations outside core business hours, including nights and weekends.
• Willingness to travel up to 10% of the time.

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.