Epic Certified Business Systems Analysis Specialist-Clinical Service Desk-remote Job Details | 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. They are currently 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

Requirements:

• Minimum 1 year Healthcare-Healthcare Systems-Customer Service
• Minimum 1 year Desktop Management-Desktop Administration-Service Desk Application support
• 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