Senior Application Analyst - Epic Patient Experience

Make a difference. Be happy. Grow your career.

The Role

The Senior Application Analyst provides expert-level support for clinical and business applications within the Managed Services division of Nordic Global.

Along with a proven history of managing healthcare IT applications, this role requires deep experience and understanding of clinical and operational workflows within different care delivery environments and applies this knowledge to application design and support principles.

Key Responsibilities

• Respond to application support requests and incidents within defined SLAs, providing expert-level customer service and communication.
• Manage application and team documentation, ensuring accuracy, completeness, and relevancy.
• Maintain and expand strategic relationships with software vendors.
• Plan and execute application upgrades and security patches, collaborating with end users, business partners, and vendors.
• Achieve advanced certifications and follow established learning paths.
• Lead and manage analyst-led projects, including scheduling calls, coordinating with team members, taking meeting minutes, and communicating project status to stakeholders.
• Architect and design integrated workflows that solve clinical and business needs across a variety of applications and service areas.
• Provide mentorship to other application analysts through situational coaching and knowledge sharing to ensure a full understanding of application-specific best practices and team norms.
• Maintain relationships and collaborate with interdepartmental contacts to ensure effective and positive cross-departmental work.
• Contribute to the development and routine maintenance of detailed architecture documentation, including system diagrams, and documentation of system dependency maps, integration, and other critical components as needed to comply with disaster recovery, security, and operational run‑book requirements.
• Execute the entire application lifecycle to include implementations, upgrades, and eventual decommissioning and data archiving.

Skills and Experience

• Bachelor’s degree in Information Technology, Engineering, Healthcare Informatics, (or 11+ years’ industry experience).
• 8+ years’ experience in healthcare IT or equivalent IT application analyst position with degree requirement.
• Proven experience in executing ITIL-aligned service management processes, including Incident, Problem, Change, Release, and Service Level Management.
• Extensive experience in application support and documentation management.
• Extensive experience in the US healthcare IT industry, with a deep understanding of healthcare information systems, and electronic health records (EHRs).

Understands applicable laws and regulations, and ability to ensure organizational compliance.

• Strong analytical thinking and problem‑solving skills.
• Excellent communication and leadership abilities.
• Proven ability to manage complex application environments and critical support needs.
• Proficiency in clinically integrated hospital and/or physician office workflows (both clinical and business).
• Ability to work collaboratively, independently, and consistently provide support in a team‑oriented environment.
• Strong track record of completing assignments on or ahead of schedule, demonstrating an ability to handle high‑pressure situations effectively.
• Ability to navigate shifting priorities and manage time efficiently in response to changing circumstances and unexpected challenges.
• Additional Details
• Some roles may require participation in an on‑call rotation to provide 24x7 support for critical applications, ensuring continuous and reliable service availability and travel as necessary to support the business.

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.

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