Manager - Epic Application Management

• Coaching team members through difficult customer requests while performing expert level troubleshooting and problem-solving to ensure the integrity, integration, and stability of EHR applications for Nordic’s customers
• Contributing to the vision and goals of the Managed Services Division, sharing that vision with Managed Services Team Members, and executing projects and daily operations to achieve the vision and goals
• Monitoring the teams’ output against operational metrics and providing feedback to team members regarding work performance or other work-related issues
• Contributing to team operational objectives by maximizing efficiency and team productivity while participating in continuous learning opportunities to grow solution expertise, including leading regular team meetings

• Building and configuring EHR applications to meet complex customer requirements and managing requests from your clients related to your area(s) of application expertise

• Accurately completing up-to-date documentation in relevant ticketing systems (s), regarding requests processed and incidents solved while still meeting SLAs
• Continuously developing and improving workflows and processes while following proper change control policies for application builds and configurations
• Leading application management work for client(s) in relevant application module across multiple engagements, providing status updates directly to clients including as needed
• Manage multiple complex projects simultaneously while demonstrating success in managing client engagements, including Director and C-level relationships
• Working on projects that may be assigned on an ad hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requested

Do you have experience in Team management?, * Post-secondary education or equivalent experience, required

• Certification in one or more EHR application module(s) with moderate understanding of functionality within that application
• 5+ years of experience implementing, training, or supporting EHR modules
• Direct staff management experience leading service-oriented teams preferred
• Must demonstrate and embody Nordic’s maxims
• Ability to apply problem-solving 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 record
• Proven ability to work effectively with all levels of an organization, as well as with diverse team members and client bases
• Knowledge of ITIL processes, previous management and project management experience, and participation in previous systems implementations, preferred
• Proficient with Microsoft Office products and other collaboration tools, including virtual meetings and cloud technologies.

Additional details

• Ability to take on-call rotations outside of core business hours, including nights and weekends
• Ability to travel up to 10%