About the Role

Commure is seeking an experienced Application Analyst to own the day-to-day technical operations of one of our flagship customer relationships. This is a high-visibility, client-facing role responsible for ensuring that Commure's physician-facing platform spanning Ambient AI, Charge Capture, and Clinical Viewing meets or exceeds contractual SLAs across multiple environments. You will lead a cross-functional operations cadence, manage critical integrations, and drive continuous improvement initiatives that directly impact physician satisfaction and clinical workflow efficiency.

What You'll Do

You'll own the technical performance scorecard across our portal and mobile environments, tracking system availability, session completion rates, and interface targets against SLAs. You'll monitor system architecture health, partner closely with Engineering to isolate defects and drive resolution, and communicate root causes clearly to stakeholders when issues arise. You'll also oversee technical governance cycles, ensuring routine maintenance, security patching, and compliance schedules run smoothly and on time.

On the project side, you'll coordinate platform upgrades, infrastructure patches, and configuration changes to ensure rollouts happen with minimal disruption to users. You'll manage multiple concurrent technical projects simultaneously, defining scope, tracking milestones, and aligning engineering resources from kickoff through completion. You'll work across Engineering, Systems, and Support teams to sequence code rollouts and integration changes without conflict.

You'll serve as the primary technical point of contact for client teams, translating platform roadmaps, incident updates, and technical issues into clear, digestible status reports. When high-priority escalations arise, you'll own triage and drive them to rapid resolution while maintaining integration health across client environments.

Finally, you'll be expected to continuously improve how the operation runs - analyzing trend data and system telemetry to identify optimization opportunities like alert reduction and automated workflows, and maintaining a living library of runbooks, SOPs, and system documentation that scales with the business.

What you'll own

• SLA performance and system availability reporting
• Incident and defect resolution coordination with Engineering
• Technical governance, patching, and compliance cycles
• Multi-project technical release management
• Client-facing technical communication and escalation management
• Operational documentation and continuous improvement initiatives

What You Have

• 3 - 5 years of experience in technical operations, client success, or implementation management within a healthcare IT or enterprise SaaS environment.
• Demonstrated ability to manage complex, multi-site client relationships with measurable SLA accountability.
• Proficiency with performance dashboards and scorecards; experience interpreting application performance data (response times, uptime, latency, submission rates).
• Strong cross-functional collaboration skills comfortable working alongside Engineering, Product, and Support teams to drive resolution and improvement.
• Excellent written and verbal communication skills; ability to translate technical findings into executive-level summaries.
• Experience managing integration change lifecycles and coordinating software upgrades in production environments.

Nice to have

• Familiarity with healthcare systems such as clinical documentation or charge capture workflows.
• Experience working with or within large health systems.
• Background in physician-facing mobile or portal applications.
• Knowledge of HL7 / clinical data interfaces.