Senior Application Advisor - Grand Central / Prelude / RTE

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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 Prelude certification 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