Clinical Service Desk On Site Support Liaison

    NTT DATA Corporation
    Hackensack, NJ 07601
    Full-time, Part-time
    Similar jobs pay $9.31 - $16.36

    Job Description

    Req ID:91001

    At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Servicesand for the people who work here.

    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.

    NTT DATA Services currently seeks a Clinical Service Desk On-Site Specialist to join our team in Hackensack, New Jersey.

    The individual will be responsible for the following:
    • 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 3 years of experience in clinical application (Epic) user support role or service desk
    • Minimum of 2 years of experience in a clinical application implementation and/or support, with applications used in acute, ambulatory, community and/or long-term care.
    Preferred Skills
    • Bachelor's Degree or work experience equivalent
    • Demonstrated track record of service excellence and superior communication (written and verbal) and interaction skills with clinicians and colleagues
    • Proven ability to drive decision making amongst key stakeholders
    • Highly organized with a demonstrated ability to prioritize work in dynamic and fast paced environments
    • Previous history managing a help desk, large scale Clinical IT projects or staff that have supported IT clinical systems
    • Experience in EMR system integration with other clinical systems
    • Prior ITIL / incident management experience
    This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

    About NTT DATA Services

    NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

    NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.

    NTT DATA, Inc. (the "Company") is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.


    Nearest Major Market: New York City
    Job Segment: Consulting, Business Process, Change Management, Help Desk, Information Technology, Technology, Management

    Posting ID: 555282454Posted: 2020-06-10