Epic Business Systems Analyst-remote-US
NTT DATA Services•Lincoln, NE
•$61,668 - $128,476•Remote
About The Position
NTT DATA Services is seeking a Business Systems Analysis Senior Analyst to join their Clinical Service Desk team. This is a fully remote position, open to candidates across North America. The role is a senior agent position within a 24x7x365 call center environment, primarily responsible for handling inbound customer calls and resolving Self Service tickets. Schedule flexibility is required, as work hours may vary based on business and coverage needs.
Requirements
- Must reside in the US
- Strong experience with Epic clinical workflows and functionality
- Minimum of 1-3 years of clinical care delivery experience
- Minimum of 1-3 years of experience supporting Epic, including implementation, build, or ongoing operational support
- 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
Nice To Haves
- Epic Certification or Proficiency in one or more Epic modules
- Prior team leadership, mentoring, or supervisory experience
- Experience integrating Epic or other EMR systems with ancillary or third-party clinical systems
Responsibilities
- Respond to client incidents and service requests related to the clinical components of the Epic EHR suite, including 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.
Benefits
- medical, dental, and vision insurance with an employer contribution
- flexible spending or health savings account
- life and 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
