[Hiring] Epic Certified Business Systems Analysis Specialist @NTT DATA Services

Role Description

We are currently seeking a Business Systems Analysis Specialist to join our Clinical Service Desk team. This is a fully remote position, with the opportunity to work from home anywhere in North America.

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.

Role 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.

Qualifications

• 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.

Requirements

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

Company Description

NTT DATA Services is a recognized leader in healthcare technology and services, dedicated to improving patient outcomes and driving efficiency across the healthcare ecosystem. We deliver targeted, industry‑focused solutions including:

• Patient engagement
• Predictive analytics
• Healthcare cloud hosting
• System integration and interoperability
• Clinical and claims application implementation
• Revenue cycle management
• Policy administration
• Core managed infrastructure and business process services

Our healthcare clients include:

• More than 1,800 hospitals
• 2,200 long‑term care facilities
• 225 acute care facilities
• 43,000 clinicians
• 1,000 physician practices
• 50 insurance providers, supporting over 65 million policyholders