NTT

2 months ago

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

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Last checked: 17 hours agoStatus: Live

Job Summary

Support and resolve clinical incidents and service requests for the Epic EHR suite within a 24x7x365 Clinical Service Desk. Handle inbound calls and self-service tickets, manage cases to timely resolution under defined SLAs, and apply expertise in Epic configurations and updates. Analyze resolved incidents to identify trends, improve the knowledge base, and contribute to training and documentation, while providing mentorship and guidance to service desk staff.

Location: Fargo

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Respond to client incidents and service requests for the clinical components of the Epic EHR suite, including workflow issues, application errors, and user access concerns.
•Proactively manage 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 self-service tickets following account procedures and documentation standards.
•Maintain knowledge of current Epic configurations and updates, and contribute to knowledge articles, training materials, and support documentation; analyze closed incidents and mentor service desk staff.

Pay and Benefits

Salary: USD 68,076 - 141,826 annually

Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

•Strong experience with Epic clinical workflows and functionality.
•Minimum 5 years of clinical care delivery experience.
•Minimum 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).
•Excellent communication and documentation skills, with prior team leadership, mentoring, or supervisory experience.

Experience:HealthcareHealthcare systemsEpic EHRService desk

Skills:Service-oriented mindsetCommunicationDocumentationMentorshipData analysis

Certifications:Epic Certification

Tech Stack:EpicEpic EHREpic modulesEMR systemsSelf Service ticketsSLAs

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

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NTT