At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. For more than 25 years, NTT DATA Services have focused on impacting the core of your business operations with industry-leading outsourcing services and automation. With our industry-specific platforms, we deliver continuous value addition, and innovation that will improve your business outcomes. Outsourcing is not just a method of gaining a one-time cost advantage, but an effective strategy for gaining and maintaining competitive advantages when executed as part of an overall sourcing strategy. NTT DATA Services currently seeks an Product Support Technical Analyst to join our team working remote. Summary: This position will be focusing on providing expert technical support for our enterprise credentialing instances of MD Staff and MD Stat applications and related provider and location data assets. These instances cover all facilities and markets across our national healthcare system. The ideal candidate will possess a strong blend of technical troubleshooting skills, customer service excellence, and a solid understanding of healthcare provider credentialing, privileging, payer enrollment, peer review, and FPPE. Key Responsibilities: + Technical Support and Troubleshooting + Provide technical support for the MD Staff (including core credentialing and provider enrollment modules) and the MD Stat (including peer review and FPPE) platforms via phone, email, and ticketing system. + Diagnose, analyze, and resolve complex application issues, data discrepancies, configuration problems, and integration errors. + Utilize advanced troubleshooting techniques, including UI replication, audits and ad hoc reports, as well as GCP BigQuery and SQL database querying. + Escalate unresolved critical issues to leadership and/or vendor, providing detailed documentation, reproduction steps, and impact assessments. + Manage a personal queue of support tickets, adhering to defined service level agreements (SLAs) for response and resolution times. + Client and Product Expertise + Develop and maintain expert level knowledge of the functionality, architecture, and data flow of the MD Staff and MD Stat products, as well as related data assets. + Guide clients through complex workflows, version upgrades, configuration changes, and data migration procedures. + Act as a liaison between clients and internal teams as needed to ensure a unified approach to problem solving and product improvement. + Contribute to the creation and maintenance of internal knowledge base articles, troubleshooting guides, and client facing documentation. + System and Data Analysis + Perform UI and database investigations (primarily ad hoc reports, SQL Server, and GCP BigQuery) to verify data integrity, identify root causes of data related issues, and execute necessary data fixes and change control procedures. + Assist with testing fixes, new functionality, and new releases prior to client deployment. + Assist with development, implementation, and maintenance of integrations including outbound reports, SFTP, API, and HL7 MFN, and inbound files (MD Stat). + Monitor/analyze system performance and integration points (e.g., SQL DataWarehouse, HL7, APIs, SFTP) to identify potential bottlenecks or failures. + Compliance and Quality Assurance + Ensure all support activities comply with HIPAA and other relevant regulatory standards regarding Protected Health Information (PHI). + Maintain accurate and thorough records of all customer interactions and technical issues in the support ticketing system. + Identify recurring issues and trends, reporting findings to management to drive continuous product and service improvement. Qualifications • Minimum 3 years of experience in a technical support role, preferably supporting enterprise level credentialing and/or enrollment software applications. • 3+ years experience with healthcare Provider Credentialing, Privileging, and/or Payor Enrollment Management, especially MD Staff and/or MD Stat. • Demonstrated ability to analyze complex technical problems and provide effective, timely solutions. Preferred: • Strong proficiency in GCP Big Query and SQL for querying databases, data manipulation, and troubleshooting application issues. • Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non technical audiences. • Proven customer service orientation and conflict resolution skills. • Familiarity with Google Suite, Microsoft Office, ServiceNow, Jira, GCP Looker, Tableau, RED Cap. • Experience supporting web based applications, including an understanding of web service technologies (REST/SOAP) and API troubleshooting. NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team. Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is $54.00-$57.00/hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.