We are looking for an experienced Application Support Engineer to join our team and play a critical role in maintaining the smooth functioning of business-critical systems. In this role, you will act as a software detective, identifying and resolving issues across multiple components of healthcare applications, with a focus on Electronic Medical Records (EMR) systems.
As part of this position, you will be expected to collaborate with multiple teams, lead troubleshooting efforts, and optimize system performance. The role requires a mix of technical expertise, problem-solving skills, and an understanding of the healthcare industry to ensure the seamless operation of EMR applications.
Roles & Responsibilities
- Serve as a Subject Matter Expert (SME) for EMR applications, providing guidance and support to the team.
- Lead and manage the support team, ensuring timely resolution of technical issues.
- Take ownership of critical incidents, perform root cause analysis, and implement long-term solutions to prevent recurrence.
- Work closely with cross-functional teams, including developers, system administrators, and business stakeholders, to enhance application performance.
- Monitor system performance and proactively identify potential bottlenecks or areas for improvement.
- Ensure effective incident management, including prioritization, tracking, and resolution, while adhering to ITIL best practices.
- Manage and optimize servers for high availability, including IIS, Apache, and middleware configurations.
- Perform software installations, patches, and upgrades to maintain application stability and security.
- Collaborate with vendors and third-party providers for troubleshooting and product support.
- Plan and execute system upgrades and migrations while minimizing downtime and ensuring a seamless transition.
- Conduct security audits and vulnerability assessments, ensuring compliance with data protection policies and best practices.
- Develop and maintain comprehensive documentation for system configurations, standard operating procedures, and troubleshooting guidelines.
- Explore automation opportunities and develop use cases to improve efficiency and reduce manual interventions.
- Provide technical support and mentorship to other teams and end-users.
- Ensure availability to provide support during US Business Hours as required.
Technical & Professional Skills
Must-Have Skills
- Strong expertise in Electronic Medical Records (EMR) systems with a minimum of 5 years of experience.
- Hands-on experience in troubleshooting and debugging complex application issues.
- Proficiency in database management systems and writing SQL queries for data analysis.
- Familiarity with ITIL processes, incident management, and service operations.
- Experience in clinical software application maintenance and support.
- Expertise in web servers and middleware, including IIS, Apache, and system configurations.
Good-to-Have Skills
- Prior experience working with healthcare industry applications.
- Hands-on experience with cloud platforms such as AWS or Azure.
- Knowledge of scripting languages like Python or PowerShell for automation.
- Experience with tools such as CBORD, GetWell Network, and Sonifi.
Additional Responsibilities
- Optimize system performance through regular monitoring, tuning, and applying patches.
- Manage user accounts and access controls, ensuring compliance with security protocols.
- Support application installations, upgrades, and integrations with other hospital systems.
- Coordinate with external vendors for issue resolution and system enhancements.
- Stay up-to-date with industry best practices and emerging technologies in healthcare IT.
Why Join Us?
- Be a part of a mission-driven organization that impacts healthcare outcomes.
- Work in a collaborative and innovative environment with a focus on cutting-edge technology.
- Gain valuable experience in managing critical healthcare applications.
- Enjoy opportunities for professional growth and continuous learning.
If you are passionate about technology and healthcare, and you have the expertise in EMR application support, we would love to hear from you!