Job Summary
The Application Support Engineer - L2 will provide production support and maintenance for critical healthcare applications, particularly Radiology and Cardiology applications. The role involves incident resolution, troubleshooting, problem and change management, and application maintenance to ensure application stability, availability, and reliability. The engineer will collaborate with clinical stakeholders, IT teams, and third-party vendors to minimize disruptions to clinical workflows and ensure service continuity across healthcare operations.
Key Responsibilities
• 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 the impact on clinical operations.
• Collaborate with clinical and 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.
• Identify opportunities for automation and continuous service improvement.
• Coordinate with clinical users, cross-functional IT teams, and third-party vendors for issue resolution, root cause analysis, application maintenance, upgrades, and production changes.
Required Qualifications
• 3-5 years of experience supporting healthcare or clinical applications in a production environment.
• 5+ years of experience providing L2 incident troubleshooting and resolution within defined SLA targets, including high-priority and critical incidents.
• 5+ years of experience supporting clinical application workflows, integrations/interfaces, application configurations, and related technical dependencies in a healthcare environment.
• 3+ years of 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.
Preferred Qualifications
• Effective written and verbal communication skills to collaborate with stakeholders, clinical users, technical teams, and third-party vendors.
• Experience supporting applications within a hospital or healthcare provider environment, with familiarity with clinical workflows.
• Experience with ServiceNow or similar ITSM platforms, including Incident, Problem, Change, and Service Request processes.
• Familiarity with healthcare integrations and interfaces, including HL7 and/or FHIR, and application-to-application data flows.
• Relevant application/vendor, ITIL, healthcare IT, or technical certifications.
Work Schedule
Monday-Friday, 08:00 AM-04:00 PM (CST/EST/IST). Shift timings may change based on client requirements. Overtime and weekend work may be required based on business needs.
