Prelude - Senior Analyst

Make a difference. Be happy. Grow your career.

The Prelude Senior Analyst provides EHR design, build, testing and advanced troubleshooting services for Nordic’s more complex clients. They bring strong technical and soft skills. They perform most of the day-to-day work for our clients with oversight and assistance from Application Advisors and Senior Application Advisors.

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

Technical

Performing advanced troubleshooting and problem-solving within their application 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, translating needs into detailed requirement specifications, and performing system build and testing

Performing analysis of workflows system setup, and system audits, including participating in system upgrades and testing

Project and Issue Management

Exercising moderate judgment and contributing to decisions, under the supervision of Application Advisors, in support of Managed Services customers that could have impacts to patient safety, financial integrity, and regulatory compliance; contributing to decisions regarding what escalation is appropriate

Managing multiple customer assignments with minimal oversight from Application Advisors, including awareness of unique customer build and process, management of open issues in a ticketing system, email communication, and calendar management

Managing multiple complex clients and projects simultaneously with minimal oversight from Application Advisors, 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

Providing outstanding customer service by anticipating and meeting shifting customer needs, and delivering high quality support, and valuing and building relationships with customer IT and operations staff, including customer end-users, operations managers, IT analysts, and IT managers

Participating 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

Contributing to a supportive team culture where everyone is focused on the overall goals of Managed Services; Adapting