Clinical Service Desk Analyst - Full Time Regular

This position is with NTT DATA BCU, Inc. and is part of the BCGE Union.

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 aClinical Service Desk Analyst - Full time Regularto join our team inVancouver, British Columbia (CA-BC), Canada (CA). (REMOTE)

Purpose of Position

The Clinical Service Desk Analyst brings knowledge of clinical solutions and clinical workflows in various healthcare environments to provide service excellence to the clinician end-users across British Columbia. The Clinical Service Desk Agent reports to the Clinical Service Desk Manager. The position combines a broad understanding of all clinical applications used across the Health Authorities with an accurate assessment of the problem scope and impact, to minimize the service impact to the client.

Accountabilities

• Applies knowledge of clinical systems, clinical workflows, and/or healthcare to investigate issues and resolve client reported issues
• Represents the CSD as a process expert, including client-facing meetings
• Acts as a resource for and mentors and advises, new CSD employees by sharing experience, knowledge, and lessons learned
• Thoroughly and accurately documents end-user comments
• Identifies gaps in knowledge articles and opportunities for improvement and communicates these to the appropriate CSD Knowledge Manager. Draft and review documentation for NTT knowledgebase
• Functions as escalation point of contact for clinical application issues and questions from the Service Desk and Deskside team
• Receives inquiries and incidents submitted via telephone, email, and chat. Clinical application incidents may include workflow issues, application errors, user access, and functionality.
• Applies strong verbal and written communication skills to guide end-users to provide the required details to support call resolution
• Other duties as assigned
• Closes or escalates the tickets in a timely manner. Assigns appropriately to other support groups incidents that cannot be resolved at the 1.5 level
• Assists with unscheduled outage management including Front End Phone Messages (FEM)
• Monitors the Enhanced Support Services and escalations
• Monitors tickets for trends and reports them
• Leverages knowledge of articles and his/her expertise to analyze and process incidents. Captures call details in NTT DATA’s ITSM solution
• Leads resolution of problems with significant impact working closely with staff in other service units
• Handles special services and procedures. Participates in special or unexpected projects as assigned

MANDATORY QUALIFICATIONS

• Minimum University/College degree or diploma in relevant healthcare or IT related area
• Minimum 1 year working in a busy, fast-paced call center related environment, providing application and technical support to critical clinical applications; Proven experience supporting common clinical workflows, or equivalent understanding gained through work in a clinical setting
• Ability to work all shifts, including nights and weekends
• Physical ability to perform the responsibilities and duties of the position
• Ability to work from NTT DATA’s Burnaby office
• Ability to communicate effectively in English, both verbally and in writing

Specific Mandatory Technical Skills

• Can demonstrate knowledge of implementing, supporting, or using Electronic Medical/Health Record applications (Preference for Cerner, MEDITECH, PARIS, Profile) in an interview setting
• Can demonstrate knowledge of clinical workflows and understanding of clinician roles in an interview setting
• Fast, accurate typing/keyboarding skills are required.(Minimum 60 words per minute preferred)
• Can demonstrate critical thinking and troubleshooting capability in an interview setting
• Can demonstrate customer service ideology in an interview setting
• Can demonstrate knowledge of network and application access tools (experience with Active Directory, User Computer, or Windows Remote Assist preferred)
• Minimum 6 monthsof technical troubleshooting experience (troubleshooting experience in a call center environment preferred)

Financial Responsibility

• This position has no financial responsibilities

Direct Supervision

• This position provides no direct supervision

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About NTT DATA Services

NTT DATA BCU is an entity of NTT DATA Services, 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.