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NTT DATA Logo NTT DATA · IT - Software Development

Epic Business Systems Analyst

United States, Lincoln Employment contract 61668.00 - 128476.00 USD / Year · Job Posted May 29, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

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

Nice to have

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

What we offer

  • Medical insurance
  • Dental insurance
  • 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
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