Clinical Service Desk- Epic-BA

Req ID: 378163 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Clinical Service Desk- Epic-BA to join our team in Lincoln, Nebraska (US-NE), United States (US).

NTT DATA Services is committed to hiring exceptional, innovative, and passionate professionals who thrive in a collaborative and forward‑thinking environment. If you’re looking to grow your career with an inclusive organization that values both people and purpose, we invite you to apply.

We are currently seeking a Business Sys. Analysis Senior Analyst 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 1-3 years of clinical care delivery experience
• Minimum of 1-3 years of experience supporting Epic, including implementation, build, or ongoing operational support
• Epic Certification or Proficiency in one or more Epic modules
• 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

Preferred Qualifications

• 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  

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

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud,