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

Additional Preferred Qualifications

• Prior team leadership, mentoring, or supervisory experience
• Experience integrating Epic or other EMR systems with ancillary or third-party clinical systems

Must reside in the US

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $61,668-$128,476. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.