[Remote] Epic Certified Business Systems Analysis Specialist-Clinical Service Desk-remote Job Details | NTT DATA Services

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesRespond 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 concernsProactively manage both assigned and unassigned incidents and requests to ensure timely resolutionDrive issue resolution in alignment with established Service Level Agreements (SLAs)Handle incoming calls and tickets while following account‑specific procedures and documentation standardsMaintain a strong understanding of current Epic configurations, functionality, and system updatesContribute to the development and continuous improvement of knowledge articles, training materials, and support documentationAnalyze closed incidents to identify trends, gaps, and opportunities to enhance the knowledge base and overall service deliveryProvide mentorship and guidance to service desk staff, supporting skill development and quality improvementSkillsMinimum 1 year Healthcare-Healthcare Systems-Customer ServiceMinimum 1 year Desktop Management-Desktop Administration-Service Desk Application supportMust reside in the USStrong experience with Epic clinical workflows and functionalityMinimum of 5 years of clinical care delivery experienceMinimum of 5 years of experience supporting Epic, including implementation, build, or ongoing operational supportEpic 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 colleaguesProven ability to analyze both quantitative and qualitative data to support decision-making and process improvementExcellent communication and documentation skillsPrior team leadership, mentoring, or supervisory experienceExperience integrating Epic or other EMR systems with ancillary or third-party clinical systemsBenefitsCompany benefits including medical, dental, and vision insurance with an employer contributionFlexible spending or health savings accountLife