Epic Certified Business Systems Analysis Specialist-Clinical Service Desk-remote
About The Position
NTT DATA Services is currently seeking a Business Systems Analysis Specialist to join their Clinical Service Desk team. This is a fully remote position, with the opportunity to work from home anywhere in North America. This role is part of the Provider Clinical Service Desk and serves as a senior agent with primary responsibility for handling inbound customer calls and working Self Service tickets to resolution. It operates within a 24x7x365 call center environment supporting customers. Schedule flexibility is required, and work hours may change based on business and coverage needs.
Requirements
- Minimum 1 year Healthcare-Healthcare Systems-Customer Service
- Minimum 1 year Desktop Management-Desktop Administration-Service Desk Application support
Nice To Haves
- 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
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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
