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We are currently seeking a <strong>Business Sys. Analysis Senior Analyst</strong> to join our <strong>Clinical Service Desk</strong> team. This is a fully remote position, with the opportunity to work from home anywhere in North America.<br/><br/>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.<br/><br/><strong>Role Responsibilities</strong><br/><ul><li>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</li><li>Proactively manage both assigned and unassigned incidents and requests to ensure timely resolution</li><li>Drive issue resolution in alignment with established Service Level Agreements (SLAs)</li><li>Handle incoming calls and tickets while following account-specific procedures and documentation standards</li><li>Maintain a strong understanding of current Epic configurations, functionality, and system updates</li><li>Contribute to the development and continuous improvement of knowledge articles, training materials, and support documentation</li><li>Analyze closed incidents to identify trends, gaps, and opportunities to enhance the knowledge base and overall service delivery</li><li>Provide mentorship and guidance to service desk staff, supporting skill development and quality improvement</li></ul><br/><br/><strong>Preferred Qualifications</strong><br/><ul><li>Strong experience with Epic clinical workflows and functionality</li><li>Minimum of <strong>1-3 years of clinical care delivery experience</strong></li><li>Minimum of <strong>1-3 years of experience supporting Epic</strong>, including implementation, build, or ongoing operational support</li><li>Epic <strong>Certification or Proficiency</strong> in one or more Epic modules</li><li>Demonstrated commitment to a service-oriented mindset when working with clinicians, end users, and colleagues</li><li>Proven ability to analyze both quantitative and qualitative data to support decision-making and process improvement</li><li>Excellent communication and documentation skills</li></ul><br/><br/><strong>Additional Preferred Qualifications</strong><br/><ul><li>Prior team leadership, mentoring, or supervisory experience</li><li>Experience integrating Epic or other EMR systems with ancillary or third-party clinical systems</li></ul><br/><br/>Must reside in the US <br/><br/>Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $61,668-$128,476. 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.<br/><br/>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.
