Managed Services Data Analytics Analyst – Remote

Job Description

Make a difference. Be happy. Grow your career.
The Managed Services Data Analytics Analyst provides report design, build, testing and advanced troubleshooting services for Nordic?s internal reporting. They are growing in their technical and soft skills. They perform most of the day-to-day work for our clients with oversight and assistance from Senior Application Advisors
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Key Responsibilities

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 reporting applications for Nordic?s internal reports and complex customers
Fulfilling system requests by performing issue analysis within application, translating needs into detailed requirement specifications, and performing system build and testing; using appropriate judgment in escalating issues and challenges to a Senior Application Advisor
Performing analysis of reporting system setup, and system audits at the direction of a Senior Application Advisor, including participating in system upgrades and testing

Project and Issue Management

Exercising moderate judgment and contributing to decisions, under the supervision of Senior Application Advisors, in support of Managed Services that could have impacts to patient safety, financial integrity, and regulatory compliance; contributing to decisions regarding what escalation is appropriate
Managing multiple assignments with moderate oversight from Senior Application Advisors, including awareness of unique build and process, management of open issues in a ticketing system, email communication, and calendar management
Managing multiple complex projects simultaneously with moderate oversight from Senior Application Advisors, including maintaining awareness of unique build and process, managing open issues in a ticketing system, and monitoring 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 needs, and delivering high quality support, and valuing and building relationships with IT and operations staff, including end-users, operations managers, IT analysts, and IT managers
Participating in communication and change-management of proposed changes, under the guidance of Senior Application Advisors, 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 their own focuses of time and energy, under the guidance of Team Leads and Senior Application Advisors, to deliver on most-important priorities
Assisting in the onboarding of new team members to support team, including orienting to unique configuration and processes, and introducing employees to counterparts

Growth and Mentorship

Understanding moderately complex system setup, and able to explain and communicate that setup in ways that are easy to understand for internal staff and day-to-day counterparts
Taking on new responsibilities and challenges to continually grow and develop skills to meet the evolving needs of Managed Services and our customers
Seeking opportunities to delegate and explain less complicated tasks to peers and less-experienced team members; guiding and overseeing the completion of delegated tasks
ns outside of core business hours, including nights and weekends
Ability to travel up to 5%

Skills and Experience

Post-secondary education or equivalent experience, required
Certification or equivalent experience in Microsoft PowerBI required
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
Knowledge of Information Technology Infrastructure Library (ITIL) processes, previous management and project management experience, and participation in previous systems implementations, preferred

Additional Experience

Working in Madison, WI, is not required. 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 5

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