Nordic Healthcare Group (NHG)

Compensation

Full Description

Make a difference. Be happy. Grow your career. THE ROLE The Application Principal Analyst plays a key role in advancing the quality, efficiency, and consistency of Epic application support across our Managed Services clients. This highly skilled individual acts as a technical expert and strategic partner to account teams, bringing deep Epic experience and a passion for best practices, process improvement, and automation. In this role, you will be responsible for identifying and tracking the implementation of best practices across our client base, helping to standardize support processes, elevate delivery quality, and reduce variation. You’ll lead efforts to improve documentation and repeatable workflows, coach Epic analysts, and support teams in delivering high-quality outcomes. A core component of this role involves auditing tickets and other work products to assess quality, completeness, and adherence to best practices. You will use these insights to identify trends, coach team members, and drive targeted improvements in support models. The Application Principal Analyst will also support automation efforts to streamline delivery and attend client-specific account team meetings to ensure alignment with broader goals and initiatives. Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us. Key Responsibilities Serve as a technical expert across Epic applications, providing guidance and leadership to support consistent, high-quality delivery. Conduct audits of support tickets and related documentation to assess quality, completeness, and alignment with best practices. Provide structured feedback and coaching to team members to improve ticket quality, documentation, and communication. Identify, document, and promote best practices in Epic support and optimization, working with teams to implement improvements across accounts. Lead the creation and maintenance of standardized process documentation, templates, and workflows. Actively partner with client account teams to ensure delivery practices align with client-specific goals and account strategies. Participate in monthly account team meetings, contributing to roadmap execution, team planning, and performance reviews. Identify opportunities for process automation and efficiency gains; collaborate on solution design and implementation. Stay current on Epic updates, tools, and service delivery innovations; apply relevant learnings to team practices. Help build a culture of quality, accountability, and continuous improvement across the Managed Services organization. Skills and Experience Deep knowledge of Epic workflows, issue resolution, and support practices. Strong attention to detail and a commitment to quality. Demonstrated experience coaching or mentoring Epic analysts or support team members. Proven ability to develop repeatable processes and tools that improve support consistency and quality. Excellent verbal and written communication, including the ability to provide clear and actionable feedback. Experience working in a Managed Services, consulting, or multi-client support environment. Strong organizational and time management skills with the ability to juggle multiple priorities. Comfort working independently and collaboratively in a remote, cross-functional environment. Willingness to travel occasionally (<10%). Minimum Years of Experience Generally requires a Bachelor's degree and 12 years of related experience or a Master's degree and 8 years of related experience. 5+ years of hands-on experience supporting Epic applications. Other Knowledge, Skills and Abilities Required Epic certification in one or more applications. Experience leading or contributing to ticket quality assurance programs. Familiarity with ITSM tools and service delivery KPIs. Exposure to Lean, Six Sigma, or other process improvement methodologies. Experience designing or implementing automation in Epic support workflows. 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. Healthcare organizations are challenged to deliver higher quality care at a lower cost. Our award-winning team provides consulting services focused on strategy, technology, and operations, as well as managed services, that result in a stronger business with better patient outcomes. Ranked as a best place to work by nine publications, Nordic's culture provides our home office and consultants a supportive environment in healthcare that allows you to make a difference, be happy, and grow your career.