Epic Certified Business Systems Analysis Senior Associate-Clinical Service Desk at NTT DATA Services

Job description

Req ID: 371404 NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. NTT DATA Services is committed to hiring exceptional, innovative, and passionate professionals who thrive in a collaborative and forward‑thinking environment. If you’re looking to grow your career with an inclusive organization that values both people and purpose, we invite you to apply. We are currently seeking a Business Systems Analysis Specialist to join our 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 our 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 our customers. Schedule flexibility is required, and work hours may change based on business and coverage needs. Role 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 Preferred Qualifications • 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 Basic Qualifications • Minimum 1 year Healthcare-Healthcare Systems-Customer Service • Minimum 1 year Desktop Management-Desktop Administration-Service Desk Application support Must reside in the US Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $68,076.00-$141,826,00. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position is eligible for company benefits including 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, and additional voluntary or legally-required benefits. About NTT DATA Services NTT DATA Services is a recognized leader in healthcare technology and services, dedicated to improving patient outcomes and driving efficiency across the healthcare ecosystem. We deliver targeted, industry‑focused solutions including patient engagement, predictive analytics, healthcare cloud hosting, system integration and interoperability, clinical and claims application implementation, revenue cycle management, policy administration, and core managed infrastructure and business process services. Our healthcare clients include: • More than 1,800 hospitals • 2,200 long‑term care facilities • 225 acute care facilities • 43,000 clinicians • 1,000 physician practices • 50 insurance providers , supporting over 65 million policyholders Footer: About NTT DATA Services   NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure, and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.   NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit us.nttdata.com . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance .

Requirements

Must-haves

Req ID: 371404
NTT DATA Services strives to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Business Systems Analysis Specialist to join our Clinical Service Desk team. This is a fully remote position, with the opportunity to work from home anywhere in North America.
Role 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
Minimum of 5 years of clinical care delivery experience
Minimum of 5 years of experience supporting Epic , including implementation, build, or ongoing operational support
Minimum 1 year Healthcare-Healthcare Systems-Customer Service
Minimum 1 year Desktop Management-Desktop Administration-Service Desk Application support
Must reside in the US

Nice-to-haves

Strong experience with Epic clinical workflows and functionality
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

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: successfactors
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Paid Time Off