> Markdown version of [/jobs/ext/3865831-epic-certified-business-systems-analysis-senior-associate-clinical-service-desk-remote](https://www.wearedevelopers.com/jobs/ext/3865831-epic-certified-business-systems-analysis-senior-associate-clinical-service-desk-remote). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Epic Certified Business Systems Analysis Senior Associate-Clinical Service Desk-remote

- **Company:** NTT DATA, Inc.
- **Location:** Fargo, ND, United States (Remote available)
- **Experience:** Expert
- **Salary:** $68,076 - $141,826
- **Contract:** Permanent contract
- **Skills:** Business Systems, Software Documentation, Systems Integration, Electronic Medical Records
- **Published:** October 22, 2026
- **Apply:** https://www.careerjet.com/job/us0f9b6fc99e73f5dc9a67441c6d1b7626/eaa

## About the Role

* Strong experience with Epic clinical workflows and functionality
 * Minimum of 5 years of clinical care delivery experience
 * Minimum of 5 years of experience supporting Epic, including implementation, build, or ongoing operational support
 * Epic Certification or Proficiency in one or more Epic modules (preferably Ambulatory module)
 * 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

Basic Qualifications

 * Minimum 1 year Healthcare-Healthcare Systems-Customer Service
 * Minimum 1 year Desktop Management-Desktop Administration-Service Desk Application support

Must reside in the US

## Description

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, supporting skill development and quality improvement