Job Description
NTT DATA Services 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. 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, supp
