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

NTT DATA, Inc.; Fargo (ND); Remote; USD 68,000 - 142,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401k with company match

Paid time off

Life and AD&D insurance

Flexible spending or Health Savings

Job summary

NTT DATA Services seeks a Business Systems Analysis Specialist to join the Clinical Service Desk team. This fully remote role supports Epic EHR users across North America, working in a 24x7 environment with flexible hours.

You will handle incidents, perform self-service ticket resolution, and mentor staff while maintaining current Epic configurations and documentation standards. Strong Epic experience and a service-minded attitude are required.

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.

Responsibilities

• Respond to client incidents and service requests related to the clinical components of the Epic EHR suite, including 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

Skills

Epic workflows

Epic support

Clinical care

Customer service

Mentoring

Documentation

Leadership

Data analysis

Job 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

Preferred 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

Basic Qualifications

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

Must reside in the US

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $68,076.00-$141,826,00. 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.

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.

About NTT DATA Services

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, and 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

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit . Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case‑by‑case basis. Please email for assistance .