Epic Clinical Service Desk Specialist at NTT DATA Services

Job description

NTT DATA 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 currently seeks an Epic Clinical Service Desk Onsite Specialist to join our Epic Clinical Service Desk team. This role will provide our client with a knowledgeable leader experienced in clinical and technical processes within the Epic application suite. This individual will possess deep clinical expertise and a successful track record of addressing clinical process issues and workflow optimization regarding the use of Epic’s Electronic Medical Record (EMR) software suite. The person will help guide the clinical support desk with cost-effective process improvements and analysis in support, as well as work directly with executives and directors at the client site. The individual will be responsible for the following: • Provide single point of contact for customer for all concerns and matters related to the Epic Clinical Service Desk • Lead discussions involving Epic and Epic workflows. This includes best practices, lessons learned, provide input on processes and procedures, and identify optimization in Epic workflows impacting the Epic Clinical Service Desk • Analyze incidents for trends, process improvement, shift-left candidates, and incident reduction opportunities • Understand the latest configurations and changes of Epic • Participate in change management processes and prepare the Epic Clinical Service Desk of pertinent EPIC implementations, changes, and scheduled downtimes • Attend and participate in weekly Customer IT, Inpatient, and Ambulatory customer meetings • Attend operations call with customer • Prepare monthly and quarterly presentations regarding contractual performance to Customer leadership • Develop knowledge base articles and documents with Customer Epic team • Collaborate with Service Desk training team to provide customer-specific EPIC training content to agents • Review daily reports for compliance with Service Level Agreements (SLA) • Complete root cause analysis (RCA) for Epic Clinical Service Desk related to high severity incidents or problems when requested by the customer • Generate ad hoc ITSM reports • Collaborate with Epic Clinical Service Desk team with high severity incident management and broadcast communications • Identify opportunities for process and procedure enhancements to drive efficiency and customer service levels • Anticipate operational, program, and implementation issues and develop preventive measures • Assist customer with Command Center support and related reporting during EPIC Go-Live implementations • Assist customer network access requests for CSD agents • Create and review Epic Clinical Service Desk Standard Operating Procedures (SOP) documents as necessary • Oversee project work hours requested by Customer Preferred Qualifications  • Clinical License (Nursing preferred) • Minimum of 1-2 years of experience in Epic end user support role, service desk, or hospital setting • Certification in one or more of the following Epic modules: Ambulatory, ASAP, Inpatient Orders and/or Clin Doc, ADT, or Willow • Minimum of 1 year of experience managing a help desk or staff that have supported IT clinical systems • Minimum of 1 year of experience extracting data and running statistical reports Preferred Skills • 1-3 years of Clinical Informatics experience • Experience in EMR system integration with other clinical systems • Prior experience working tickets and day to day help desk functions • Prior experiencing with Project Management • Additional experience in one or more of any of the following Epic modules: Prelude, Cadence, HIMS, Resolute HB, Resolute PB, MyChart, EpicLink, EpicWeb, and/or Clarity Basic Qualifications Minimum 3 years Healthcare Service Management-ITSM-ITSM Processes experience NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is $83,734-$193,829. 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 may also be eligible for incentive compensation based on individual and/or company performance. 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. This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment. About NTT DATA NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, us.nttdata.com . NTT DATA endeavors to make us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at us.nttdata.com . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here . #INDHCLSMC

Requirements

Must-haves

NTT DATA 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.
The individual will be responsible for the following:
Provide single point of contact for customer for all concerns and matters related to the Epic Clinical Service Desk
Analyze incidents for trends, process improvement, shift-left candidates, and incident reduction opportunities
Understand the latest configurations and changes of Epic
Participate in change management processes and prepare the Epic Clinical Service Desk of pertinent EPIC implementations, changes, and scheduled downtimes
Attend and participate in weekly Customer IT, Inpatient, and Ambulatory customer meetings
Attend operations call with customer
Prepare monthly and quarterly presentations regarding contractual performance to Customer leadership
Develop knowledge base articles and documents with Customer Epic team
Collaborate with Service Desk training team to provide customer-specific EPIC training content to agents
Review daily reports for compliance with Service Level Agreements (SLA)
Complete root cause analysis (RCA) for Epic Clinical Service Desk related to high severity incidents or problems when requested by the customer
Generate ad hoc ITSM reports
Collaborate with Epic Clinical Service Desk team with high severity incident management and broadcast communications
Identify opportunities for process and procedure enhancements to drive efficiency and customer service levels
Anticipate operational, program, and implementation issues and develop preventive measures
Assist customer with Command Center support and related reporting during EPIC Go-Live implementations

Nice-to-haves

Clinical License (Nursing preferred)
Certification in one or more of the following Epic modules: Ambulatory, ASAP, Inpatient Orders and/or Clin Doc, ADT, or Willow
Experience in EMR system integration with other clinical systems
Prior experience working tickets and day to day help desk functions
Prior experiencing with Project Management
Additional experience in one or more of any of the following Epic modules: Prelude, Cadence, HIMS, Resolute HB, Resolute PB, MyChart, EpicLink, EpicWeb, and/or Clarity

Application prep

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Benefits

Benefits detected in the listing.

Dental

Vision

401k

Paid Time Off