Epic Clinical Service Desk Specialist-REMOTE

Epic Clinical Service Desk Specialist-REMOTENTT DATA Services currently seeks an Epic Clinical Service Desk Onsite Specialist to join our Epic Clinical Service Desk team. This role will provide our client with a knowledgeable leader experienced in clinical and technical processes within the Epic application suite. This individual will possess deep clinical expertise and a successful track record of addressing clinical process issues and workflow optimization regarding the use of Epic's Electronic Medical Record (EMR) software suite. The person will help guide the clinical support desk with cost-effective process improvements and analysis in support, as well as work directly with executives and directors at the client site. The individual will be responsible for the following:Provide single point of contact for customer for all concerns and matters related to the Epic Clinical Service DeskLead discussions involving Epic and Epic workflows. This includes best practices, lessons learned, provide input on processes and procedures, and identify optimization in Epic workflows impacting the Epic Clinical Service DeskAnalyze incidents for trends, process improvement, shift-left candidates, and incident reduction opportunitiesUnderstand the latest configurations and changes of EpicParticipate in change management processes and prepare the Epic Clinical Service Desk of pertinent EPIC implementations, changes, and scheduled downtimesAttend and participate in weekly Customer IT, Inpatient, and Ambulatory customer meetingsAttend operations call with customerPrepare monthly and quarterly presentations regarding contractual performance to Customer leadershipDevelop knowledge base articles and documents with Customer Epic teamCollaborate with Service Desk training team to provide customer-specific EPIC training content to agentsReview daily reports for compliance with Service Level Agreements (SLA)Complete root cause analysis (RCA) for Epic Clinical Service Desk related to high severity incidents or problems when requested by the customerGenerate ad hoc ITSM reportsCollaborate with Epic Clinical Service Desk team with high severity incident management and broadcast communicationsIdentify opportunities for process and procedure enhancements to drive efficiency and customer service levelsAnticipate operational, program, and implementation issues and develop preventive measuresAssist customer with Command Center support and related reporting during EPIC Go-Live implementationsAssist customer network access requests for CSD agentsCreate and review Epic Clinical Service Desk Standard Operating Procedures (SOP) documents as necessaryOversee project work hours requested by CustomerPreferred Qualifications:Clinical License (Nursing preferred)Minimum of 1-2 years of experience in Epic end user support role, service desk, or hospital settingCertification in one or more of the following Epic modules: Ambulatory, ASAP, Inpatient Orders and/or Clin Doc, ADT, or WillowMinimum of 1 year of experience managing a help desk or staff that have supported IT clinical systemsMinimum of 1 year of experience extracting data and running statistical reportsPreferred Skills:1-3 years of Clinical Informatics experienceExperience in EMR system integration with other clinical systemsPrior experience working tickets and day to day help desk functionsPrior experiencing with Project ManagementAdditional experience in one or more of any of the following Epic modules: Prelude, Cadence, HIMS, Resolute HB, Resolute PB, MyChart, EpicLink, EpicWeb, and/or ClarityBasic Qualifications:Minimum 3 years Healthcare Service Management-ITSM-ITSM Processes experienceNTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this remote role is $83,734-$193,829. 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 may also be eligible for incentive compensation based on individual and/or company performance. 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.This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered.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, security, connectivity, data centers and application services. Our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.