R767 Team Lead - Willow (Epic) - Managed Services- Remote

Make a difference. Be happy. Grow your career.

TEAM LEAD - MANAGED SERVICES

The Team Lead - Managed Services manages, mentors, and develops a team of Associates, Analysts, Senior Analysts, Application Advisors, and Senior Application Advisors while embodying Nordic maxims and values. The Team Lead - Managed Services also provides expert level Epic EHR design, build, testing and troubleshooting services for Nordic Clients. The Team Lead - Managed Services works with the Managed Services leadership team on workforce planning and team direction.

Key Responsibilities:

The Team Lead - Managed Services will be responsible for, but not be limited to:

• Coaching team members through difficult customer requests while performing expert level troubleshooting and problem-solving to ensure the integrity, integration, and stability of Epic 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 Epic applications to meet complex customer requirements and managing requests from your clients related to your area(s) of application expertise

Skills And Experience:

• Post-secondary education or equivalent experience, required
• Epic certification in one or more application modules with well-rounded understanding of application functionality and integration points with other applications
• 5+ years of experience implementing, training, or supporting Epic 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 track record
• Proven ability to work effectively will 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

Additional Details:

• Working in Madison, WI, is not required, but preferred. Trips to the Nordic Home Office in Madison, WI will be expected
• Ability to take on-call rotations outside of core business hours, including nights and weekends
• Ability to travel up to 15%