Epic Certified Business Systems Analysis Specialist-Clinical Service Desk-remote

NTT DATA Services is a recognized leader in healthcare technology and services, dedicated to improving patient outcomes and driving efficiency across the healthcare ecosystem. The role involves supporting the Clinical Service Desk by handling customer calls and service requests, ensuring timely resolution of incidents, and mentoring staff in a remote environment.

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:

• 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
• 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
• Minimum 1 year Healthcare-Healthcare Systems-Customer Service
• Minimum 1 year Desktop Management-Desktop Administration-Service Desk Application support
• Prior team leadership, mentoring, or supervisory experience
• Experience integrating Epic or other EMR systems with ancillary or third‑party clinical systems