Epic- Clinical Service Desk Specialist-REMOTE

NTT
United States
Workplace: RemoteFull timeUSD 68,076 - 141,826 annuallyFunction: Customer Support (Service Desk)Experience: 1-2 yearsSkills: ["Customer focus","Incident analysis","Process improvement","Root cause analysis","Stakeholder communication"]

Provide single-point clinical and technical leadership for the Epic Clinical Service Desk, partnering with client executives and teams to optimize Epic EMR workflows. Lead Epic workflow discussions, analyze incidents and trends for shift-left and reduction opportunities, support change management and go-live readiness, and ensure SLA compliance through daily review and reporting. Create knowledge base articles, SOPs, ITSM reports, and deliver customer presentations while supporting command center reporting and high-severity incident management.

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FursaFursa
NTT
NTT
5 days ago

Epic- Clinical Service Desk Specialist-REMOTE

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Provide single-point clinical and technical leadership for the Epic Clinical Service Desk, partnering with client executives and teams to optimize Epic EMR workflows. Lead Epic workflow discussions, analyze incidents and trends for shift-left and reduction opportunities, support change management and go-live readiness, and ensure SLA compliance through daily review and reporting. Create knowledge base articles, SOPs, ITSM reports, and deliver customer presentations while supporting command center reporting and high-severity incident management.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Serve as single point of contact for all Epic Clinical Service Desk concerns for the customer.
  • •Lead Epic and Epic workflow discussions, including best practices, lessons learned, and optimization opportunities.
  • •Analyze incidents and trends to drive process improvements, shift-left initiatives, and incident reduction.
  • •Monitor SLA compliance through daily report review and prepare monthly/quarterly performance presentations.
  • •Support Epic implementations and go-lives via change management participation, RCA for high-severity issues, and ad hoc ITSM reporting.

Pay and Benefits

Salary: USD 68,076 - 141,826 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •Clinical license preferred (nursing preferred).
  • •1-2 years of experience in Epic end-user support, service desk, or a hospital setting.
  • •Experience managing a help desk or staff supporting IT clinical systems for 1+ year.
  • •Certification in one or more Epic modules: Ambulatory, ASAP, Inpatient Orders and/or Clin Doc, ADT, or Willow.
  • •1+ year of experience extracting data and running statistical reports.
Experience:1-2 yearsHealthcareEpicEMRService deskHospital settingClinical informaticsITSM
Skills:Customer focusIncident analysisProcess improvementRoot cause analysisStakeholder communication
Licenses:Clinical License
Tech Stack:EpicEpic EMRElectronic Medical Record (EMR)ITSMAmbulatoryASAPInpatient OrdersClin DocADTWillowPreludeCadenceHIMSResolute HBResolute PBMyChartEpicLinkEpicWebClarityEMR integration

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
WebsiteLinkedIn