Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is a recognized leader in healthcare technology and services, dedicated to improving patient outcomes. They are seeking a Business Systems Analysis Specialist to join their Clinical Service Desk team, responsible for handling inbound customer calls and resolving service requests related to the Epic EHR suite.
Responsibilities
- Respond to client incidents and service requests related to the clinical components of the Epic EHR suite, including (but not limited to) workflow issues, application errors, and user access concerns
- Proactively manage both assigned and unassigned incidents and requests to ensure timely resolution
- Drive issue resolution in alignment with established Service Level Agreements (SLAs)
- Handle incoming calls and tickets while following account‑specific procedures and documentation standards
- Maintain a strong understanding of current Epic configurations, functionality, and system updates
- Contribute to the development and continuous improvement of knowledge articles, training materials, and support documentation
- Analyze closed incidents to identify trends, gaps, and opportunities to enhance the knowledge base and overall service delivery
- Provide mentorship and guidance to service desk staff, supporting skill development and quality improvement
Skills
- Minimum 1 year Healthcare-Healthcare Systems-Customer Service
- Minimum 1 year Desktop Management-Desktop Administration-Service Desk Application support
- Respond to client incidents and service requests related to the clinical components of the Epic EHR suite, including (but not limited to) workflow issues, application errors, and user access concerns
- Proactively manage both assigned and unassigned incidents and requests to ensure timely resolution
- Drive issue resolution in alignment with established Service Level Agreements (SLAs)
- Handle incoming calls and tickets while following account‑specific procedures and documentation standards
- Maintain a strong understanding of current Epic configurations, functionality, and system updates
- Contribute to the development and continuous improvement of knowledge articles, training materials, and support documentation
- Analyze closed incidents to identify trends, gaps, and opportunities to enhance the knowledge base and overall service delivery
- Provide mentorship and guidance to service desk staff, supporting skill development and quality improvement
- Must reside in the US
- Strong experience with Epic clinical workflows and functionality
- Minimum of 5 years of clinical care delivery experience
- Minimum of 5 years of experience supporting Epic, including implementation, build, or ongoing operational support
- Epic Certification or Proficiency in one or more Epic modules (preferably Ambulatory module)
- Demonstrated commitment to a service‑oriented mindset when working with clinicians, end users, and colleagues
- Proven ability to analyze both quantitative and qualitative data to support decision‑making and process improvement
- Excellent communication and documentation skills
- Prior team leadership, mentoring, or supervisory experience
- Experience integrating Epic or other EMR systems with ancillary or third‑party clinical systems
Benefits
- Company benefits including medical, dental, and vision insurance with an employer contribution
- Flexible spending or health savings account
- Lifeand AD&D insurance
- Short and long term disability coverage
- Paid time off
- Employee assistance
- Participation in a 401k program with company match
- Additional voluntary or legally-required benefits
Company Overview