Remote Epic Clinical Service Desk Lead

NTT DATA North America; Lincoln (NE); Remote; USD 116,000 - 194,000; Full time

Job summary

NTT DATA North America seeks an Epic Clinical Service Desk Onsite Specialist to guide clinical and technical Epic workflows and support processes at the client site. The role requires deep clinical insight and a track record of optimizing EMR-related workflows within Epic.

You will partner with client leaders to analyze incidents, develop preventive measures, and drive cost-efficient improvements while delivering training content to agents and maintaining knowledge bases.

Qualifications

• Minimum 3 years Healthcare Service Management-ITSM-ITSM Processes experience.
• 1-2 years Epic end user support role, service desk, or hospital setting.
• Certification in Epic modules: Ambulatory, ASAP, Inpatient Orders and/or Clin Doc, ADT, or Willow.
• Minimum 1 year managing a help desk or staff that have supported IT clinical systems.
• Minimum 1 year of experience extracting data and running statistical reports.

Responsibilities

• Provide single point of contact for customer for all concerns related to Epic Clinical Service Desk.
• Lead discussions involving Epic workflows, best practices, and optimizations.
• Analyze incidents for trends, process improvements, and RCA when requested.
• Understand latest configurations and changes of Epic and attend client meetings.
• Prepare monthly/quarterly performance presentations for Customer leadership.
• Develop knowledge base articles with Epic team and train agents.
• Review daily reports for SLA compliance and operational health.
• Collaborate on high-severity incident management and communications.

Skills

Clinical Informatics

Project Management

ITSM Knowledge

Epic workflows

Education

Clinical License (Nursing preferred)

Tools

Epic Modules Certifications

Job description

NTT DATA North America seeks an Epic Clinical Service Desk Onsite Specialist to guide clinical and technical Epic workflows and support processes at the client site. The role requires deep clinical insight and a track record of optimizing EMR-related workflows within Epic.

You will partner with client leaders to analyze incidents, develop preventive measures, and drive cost-efficient improvements while delivering training content to agents and maintaining knowledge bases.