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Healthcare - Epic Technical Support Specialist

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Date: Apr 29, 2021

Location: Worcester, MA, US

Company: NTT DATA Services

Req ID: 123634 


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.


We are currently seeking an Epic Technical Support Specialist to join our team in Worcester, MA. This role will serve as an onsite liaison between the NTT Clinical Service Desk and the customer.


NTT DATA Services is committed to improving patient outcomes by creating efficiencies across the healthcare ecosystem. A recognized leader in the healthcare space, the company delivers targeted segment solutions including patient engagement, predictive analytics, healthcare cloud hosting, integration and interoperability, clinical and claims application implementation, revenue cycle management and policy administration, in addition to core managed infrastructure, application and business process services. Clients include more than 1,800 hospitals, 2,200 long-term care facilities, 225 acute care facilities, 43,000 clinicians, 1,000 physician practices and 50 insurance providers in support of 65 million policy holders.


Job Responsibilities Include:

  • During transition, assist in developing key policies and strategic plans to achieve performance outcomes (SLA)
  • Provide input to design and development of analytics used for monitoring compliance to Service Level Agreements (contract SLA) & identifying opportunities for improvement
  • Provide single point of contact for customer for all concerns and matters related to the Advanced Clinical Service Desk
  • Lead 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 Advanced Clinical Service Desk
  • Analyze incidents for trends, process improvement, shift-left candidates, and incident reduction opportunities
  • Understand the latest configurations and changes of Epic
  • Participate in change management processes and prepare the Advanced Clinical Service Desk of pertinent EPIC implementations, changes, and scheduled downtimes
  • Attend and participate in weekly Customer IT, Inpatient, and Ambulatory customer meetings
  • Prepare monthly and quarterly presentations regarding contractual performance to Customer leadership
  • Develop knowledge base articles and documents with Customer Epic team
  • Review daily reports for compliance with Service Level Agreements (SLA)
  • Complete root cause analysis (RCA) for Advanced Clinical Service Desk related to high severity incidents or problems when requested by the customer
  • Generate ad hoc ITSM reports
  • Identify opportunities for process and procedure enhancements to drive efficiency and customer service levels
  • Anticipate operational, program, and implementation issues and develop preventive measures
  • Oversee ad hoc project as requested by Customer


Basic Qualifications:

  • Minimum of 2 years of experience in clinical application (Epic) user support role or service desk
  • Minimum of 2 years technical help desk support experience


Preferred Skills:

  • Project Management experience
  • PMP Certification
  • Service Manager background
  • Prior experience in a lead technical role


About NTT DATA Services


NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.


NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.





Nearest Major Market: Worcester

Job Segment: Technical Support, Consulting, Change Management, Project Manager, Business Process, Technology, Management