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Nordic GlobalNG

Cadence Application Advisor

Nordic Global empowers healthcare leaders with advanced technology solutions for better patient outcomes.

Nordic Global

Employee count: 1001-5000

United States only

Make a difference. Be happy. Grow your career.

THE ROLE

The Epic Application Management Application Advisor provides expert 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. They should have the ability to be the application lead for a small or medium sized customer.

KEY RESPONSIBILITIES

They will be responsible for, but not be limited to:

Technical

  • Performing expert-level troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR 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 and 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 configuration, establishing ongoing support processes, and orienting other team membersto the customer configuration 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)

  • 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

Teamwork and Customer Service

  • Providingoutstanding customer service by anticipating and meeting shifting customer needs, delivering high quality support, and valuing and building relationships with customer IT and operations staffincluding customer end-users, operations managers, IT analysts, IT managers, Directors, and the C-suite

  • Anticipating the customer perspective of proposed changes; guiding communication and change management to ensure concerns and input from affected groups are addressed, and system changes are understood and properly used

  • Contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services; Adapting their own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities

  • Participating in the onboarding of new team members to customer support team, including orienting to unique client configuration 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

  • Under the guidance of the Team Lead and Senior Application Advisor, mentoring members of the team in technical skills

SKILLS AND EXPERIENCE

  • Post-secondary education or equivalent experience, required

  • Certification in one or more EHR application module(s) with moderate understanding of functionality within that application

  • 3+ years of experience implementing, training, or supporting EHR modules

  • Must demonstrate and embody Nordic’s maxims

  • Proven ability to apply problem solving and technical skills

  • Excellent communication skills, 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

  • Demonstrated sound judgment and appropriate escalation

ADDITIONAL DETAILS

  • Ability to take 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.

About the job

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Job type

Full Time

Experience level

Mid-level

Location requirements

Hiring timezones

United States +/- 0 hours

About Nordic Global

Learn more about Nordic Global and their company culture.

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Through groundbreaking technology, we are revolutionizing healthcare at Nordic Global. Our mission is to help healthcare leaders harness the power of technology, enabling the people they care for to thrive. With a team composed of over 3,300 professionals, we combine deep clinical experience with extensive technical knowledge to tackle the most complex IT challenges in the healthcare sector. By doing so, we make technology more useful for care teams while enhancing overall patient outcomes.

At Nordic Global, we provide a broad range of consulting services designed to meet the needs of healthcare organizations. These services include strategic advisory, digital and cloud initiatives, implementation and support, ERP services, and managed services. Our clients trust us to deliver significant impacts that not only transform health systems but also promote the health and well-being of the populations they serve. From enhancing patient engagement through digital innovations to ensuring seamless operations with our implementation support, we are committed to optimizing every layer of healthcare delivery and management.

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Nordic Global hiring Cadence Application Advisor • Remote (Work from Home) | Himalayas