Worcester, Massachusetts

pstrongReq ID:/strong span contenteditable=false123634/span /pp /ppspan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifNTT 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./span/span/span/pp /pp class=MsoNoSpacingspan style=font-size:11.0ptspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serifWe are currently seeking an /span/spanstrongspan style=font-size:10.5ptspanspan style=font-family:#39;Arial#39;, sans-serifspan style=color:#333333Epic Technical Support Specialist/span/span/span/span/strongspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serif to join our team in /span/spanstrongspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serifWorcester, MA/span/span/strongspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serif. This role will serve as an onsite liaison between the NTT Clinical Service Desk and the customer./span/span/span/span/pp class=MsoNoSpacing /pp class=MsoNoSpacingspan style=font-size:11.0ptspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serifNTT 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./span/span/span/span/pp /ppspan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifstrongspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifJob Responsibilities Include/span/span/span/strongspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serif:/span/span/span/span/span/span/pullispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifDuring transition, assist in developing key policies and strategic plans to achieve performance outcomes (SLA)/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifProvide input to design and development of analytics used for monitoring compliance to Service Level Agreements (contract SLA) amp; identifying opportunities for improvement/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifProvide single point of contact for customer for all concerns and matters related to the Advanced Clinical Service Desk/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifLead 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/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifAnalyze incidents for trends, process improvement, shift-left candidates, and incident reduction opportunities/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifUnderstand the latest configurations and changes of Epic/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifParticipate in change management processes and prepare the Advanced Clinical Service Desk of pertinent EPIC implementations, changes, and scheduled downtimes/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifAttend and participate in weekly Customer IT, Inpatient, and Ambulatory customer meetings/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifPrepare monthly and quarterly presentations regarding contractual performance to Customer leadership/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifDevelop knowledge base articles and documents with Customer Epic team/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifReview daily reports for compliance with Service Level Agreements (SLA)/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifComplete root cause analysis (RCA) for Advanced Clinical Service Desk related to high severity incidents or problems when requested by the customer/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifGenerate ad hoc ITSM reports/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifIdentify opportunities for process and procedure enhancements to drive efficiency and customer service levels/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifAnticipate operational, program, and implementation issues and develop preventive measures/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifOversee ad hoc project as requested by Customer/span/span/span/span/span/span/li/ulpspan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serif /span/span/span/ppspan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifstrongspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifBasic Qualifications:/span/span/span/strong/span/span/span/pullispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifMinimum of 2 years of experience in clinical application (Epic) user support role or service desk/span/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=vertical-align:middlespan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serifMinimum of 2 years technical help desk support experience/span/span/span/span/span/span/li/ulp /ppspan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifstrongspan style=font-size:10.0ptspanspan style=font-family:#39;Arial#39;, sans-serifPreferred Skills:/span/span/span/strong/span/span/span/pullispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serifProject Management experience/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serifPMP Certification/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serifService Manager background/span/span/span/span/span/lilispan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifspan style=font-size:10.0ptspan style=font-family:#39;Arial#39;, sans-serifPrior experience in a lead technical role/span/span/span/span/span/li/ulp /ppspan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifstronguAbout NTT DATA Services/u/strong/span/span/span/pp /ppspan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifNTT 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. /span/span/span/pp /ppspan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifstrongemNTT 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./em/strong/span/span/span/pp /ppspan style=font-size:11.0ptspanspan style=font-family:Calibri, sans-serifINDHCLSMC/span/span/span/pp /pp /p

Worcester, Massachusetts

Careers at NTT DATA

Innovation is at the heart of what we do. Innovation that makes an impact and improves business performance. Innovation that improves our clients’ bottom line.

We are always on the lookout for talented innovators to join us - especially for people who can use their creativity to drive value for our clients worldwide. Discover more career opportunities that can help you make the most of your skills.

Why NTT DATA?

We are one of the largest global IT services company with operations in more than 40 countries. We offer an advanced portfolio of application, business process, cloud, and infrastructure services to businesses and governments worldwide.

Our roots cross continents and cultures, dating back five decades. We’ve grown organically and decisively by acquiring some of the best IT services providers across the globe. This pedigree yields a characteristic special to NTT DATA: the opportunity of a global brand with the creative energy of a start-up.

Similar jobs