Epic Clinical Service Desk Lead – Remote

NTT DATA, Inc.

Lincoln (NE)

Hybrid

USD 68,000 - 142,000

Full time

19 hours ago

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Job summary

NTT DATA Services seeks an Epic Clinical Service Desk Onsite Specialist to join our Epic Clinical Service Desk team. This role will support our client with clinical and technical Epic EMR expertise and guide workflow improvements.

The position requires experience in Epic end-user support, strong clinical knowledge, and the ability to lead discussions on Epic configurations, changes, and training content. Remote work with client-facing presence as needed is expected.

Qualifications

Clinical license required; nursing preferred.
1–2 years Epic end user support, service desk or hospital setting.
Certification in Epic modules: Ambulatory, ASAP, Inpatient Orders and/or Clin Doc, ADT, or Willow.
Minimum 1 year experience managing a help desk or IT clinical staff.
Minimum 1 year experience extracting data and running statistical reports.

Responsibilities

Provide single point of contact for customer for all Epic Clinical Service Desk concerns.
Lead discussions on Epic workflows; advise on best practices and optimization.
Analyze incidents for trends and opportunities to reduce issues.
Understand current Epic configurations and changes.
Participate in change management and prepare for EPIC implementations and downtimes.
Attend customer meetings and operations calls; present performance results.
Develop knowledge base articles with the Epic team; train agents on Epic content.
Review daily SLA reports and perform root cause analyses for high-severity incidents.
Generate ITSM reports and assist with incident management and communications.
Identify process improvements to drive efficiency and customer service levels.
Anticipate issues and implement preventive measures; support Go-Live activities.