Position's General Duties and Tasks
In this role you will be responsible for Radiology and Cardiology Applications:
• Provide L2 production support for clinical and healthcare applications, including incident investigation, troubleshooting, resolution, and service restoration.
• Monitor and manage assigned incidents, service requests, problems, and changes in accordance with defined SLAs and operational procedures.
• Perform root cause analysis for recurring or complex application issues and implement corrective and preventive actions.
• Support application maintenance, upgrades, patches, configuration changes, testing, and production deployments while minimizing impact to clinical operations.
• Collaborate with clinical/business users, infrastructure teams, interface teams, vendors, and other IT support groups to resolve application and workflow issues.
• Maintain and enhance technical documentation, knowledge articles, runbooks, and support procedures, while identifying opportunities for automation and continuous service improvement.
Requirements for this role include:
• L2: 3–5 years of experience supporting healthcare or clinical applications in a production environment.
• 5+ years experience providing L2 incident troubleshooting and resolution within defined SLA targets, including high-priority/critical incidents.
• 5+ years experience supporting clinical application workflows, integrations/interfaces, application configurations, and related technical dependencies in a healthcare environment.
• 3+ years as hands-on experience with Incident, Problem, Change, and Service Request Management using ServiceNow or a comparable ITSM platform.
• 8+ years of experience coordinating with clinical users, cross-functional IT teams, and third-party vendors for issue resolution, root-cause analysis, application maintenance, upgrades, and production changes.
Preferences: - Optional (nice-to-have's)
• Effective written and verbal communication skills to collaborate with client stakeholders, clinical users, technical teams, and third-party vendors.
• Experience supporting applications within a hospital or healthcare provider environment and familiarity with clinical workflows.
• Experience with ServiceNow or similar ITSM platforms, including Incident, Problem, Change, and Service Request processes.
• Familiarity with healthcare integrations/interfaces, including HL7 and/or FHIR, and application-to-application data flows.
• Relevant application/vendor, ITIL, healthcare IT, or technical certifications are preferred.
Required schedule availability for this position is Monday-Friday (08:00am to 04:00pm CST/EST/IST). The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekend's basis business requirement.
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