Req ID: 397354
We are currently seeking a L2/L3 Support Engineer - Surgery & Endoscopy - REMOTE to join our team in Frisco, Texas (US-TX), United States (US).
Day to Day Responsibilities:
- Provide L2/L3 production support for Surgery, Endoscopy, Operating Room and Sterile Processing applications, including incident investigation, troubleshooting, resolution, and service restoration.
- Support STERIS SPM environments and related sterile-processing/instrument-tracking workflows, including application testing, go-live/post-go-live support, reporting and integration dependencies.
- Troubleshoot application, server, interface, device/equipment connectivity, workflow, user-access, configuration, and vendor-related issues affecting perioperative and sterile-processing operations.
- 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.
Collaborate with Surgery/Endoscopy clinical users, Sterile Processing, Clinical Engineering, infrastructure/server/network/interface teams, Epic/TogetherCare teams where applicable, and third-party vendors 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.
- Support application maintenance, upgrades, patches, configuration changes, testing, and production deployments while minimizing impact to surgical and endoscopy operations.
Basic Requirements: - L2: 3-5 years / L3: 5-8+ years of experience supporting healthcare or clinical applications in a production environment.
- 5+years hands-on experience supporting Surgery, Endoscopy, Operating Room, Sterile Processing, or perioperative clinical application workflows.
- 3+ years hands-on experience with STERIS SPM (Sterile Processing Management), instrument tracking, or comparable sterile-processing/instrument-management platforms.
- 5+ years experience troubleshooting application workflows, integrations/interfaces, application/server configurations, device or equipment connectivity, and related technical dependencies in a hospital environment.
- 5+ years demonstrated L2/L3 incident troubleshooting and resolution within defined SLA targets, including high-priority/critical incidents.
- 5+ years hands-on experience with Incident, Problem, Change, and Service Request Management using ServiceNow or a comparable ITSM platform.
- 5+ years experience coordinating with clinical users, cross-functional IT teams, Clinical Engineering, and third-party vendors for issue resolution, upgrades, testing, and production changes.
Preferred Skills: - Experience with STERIS SPM reporting/integration components such as ProConnect and/or ConnectAssure is highly desirable.
- Experience with instrument tracking, sterilization-cycle reporting, biological-indicator reporting, infection-prevention reporting, or sterile-processing device integration is desirable.
- Familiarity with perioperative/OR and Endoscopy workflows and the operational impact of application or equipment downtime.
- Familiarity with healthcare integrations/interfaces, including HL7 and application-to-application data flows; Epic integration exposure is a plus.
- Effective written and verbal communication skills to collaborate with client stakeholders, clinical users, technical teams, and third-party vendors.
- Relevant application/vendor, ITIL, healthcare IT, or technical certifications are preferred.
NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $68,076 - 118,188. Actual compensation will depend on a number of factors, including the candidate's relevant experience, technical skills, and other qualifications.
This position may also be eligible for incentive compensation based on individual and/or company performance.
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, 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.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use [redacted].com, [redacted].com and [redacted].nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
