Remote Clinical Service Desk- Epic-BA-Remote

Note: The job is a remote job and is open to candidates in USA. NTT DATA North America is a leader in healthcare technology and services, dedicated to improving patient outcomes. They are seeking a Clinical Service Desk- Epic-BA-Remote to join their team, responsible for handling inbound customer calls and managing 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 accountspecific 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 supportStrong experience with Epic clinical workflows and functionalityMinimum of 1-3 years of clinical care delivery experienceMinimum of 1-3 years of experience supporting Epic, including implementation, build, or ongoing operational supportEpic Certification or Proficiency in one or more Epic modulesDemonstrated 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 systemsBenefitsIncentive compensation based on individual and/or company performanceCompany benefits including medical, dental, and vision insurance with an employer contributionFlexible spending or health savings accountLife and AD&D insuranceShort and long term disability coveragePaid time offEmployee assistanceParticipation in a 401k program with company matchAdditional voluntary or legally-required benefitsCompany OverviewNTT DATA, Inc. is a trusted global innovator of business and technology services. It was founded in 1988, and is headquartered in Plano, Texas, USA, with a workforce of 10001+ employees. Its website is https://us.nttdata.com.Company H1B SponsorshipNTT DATA North America has a track record of offering H1B sponsorships, with 49 in 2026, 144 in 2025, 182 in 2024, 257 in 2023, 871 in 2022, 809 in 2021, 1266 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply To this Job .