Healthcare / Hospital - Technical Service Desk On-Site Specialist

Req ID: 161261 

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 a Technical Service Desk On-Site Specialist to join our team in Worcester, MA. This Technical Resource will be functioning as the liaison between the client and NTT Data Technical Service Desk.  This position is required to be onsite at our local hospital client location in Worchester, Massachusetts.

This position requires employee to be fully Covid vaccinated to work onsite at hospital location, to the extent required by applicable law.

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:

• 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 Technical Service Desk
• Lead discussions involving Technical workflows such as Desktop Support, Citrix, VPN, Outage Management, Request Management and ServiceNow workflows. This includes best practices, lessons learned, provide input on processes and procedures, and identify optimization workflows impacting the Advanced Technical Service Desk
• Analyze incidents for trends, process improvement, shift-left candidates, and incident reduction opportunities
• Understand the latest configurations, scheduled downtimes and changes in a Healthcare IT environment
• Attend and participate in weekly Customer IT and ad hoc customer meetings
• Prepare monthly and quarterly presentations regarding contractual performance to Customer leadership
• Develop knowledge base articles and documents with Customer's IT team
• Review daily reports for compliance with Service Level Agreements (SLA)
• Complete root cause analysis (RCA) 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
• Perform Job Duties at Client Site, and live within travel distance to appear onsite, if requested

Basic Qualifications:

• Minimum of 5 years of experience in Account / Delivery Management
• Minimum of 3 years of experience in Healthcare IT
• Minimum of 5 years of experience in Project Management – ITIL / ITSM Processes

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. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.

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