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Investigate, troubleshoot, and resolve L2/L3 incidents for COTS healthcare applications, ensuring timely restoration of services and adherence to SLAs
perform root cause analysis for recurring issues
Proactively monitor application health, interfaces, and batch jobs
perform regular maintenance, patch validation, and upgrades in coordination with vendors and internal teams
Assess, implement, and validate application changes (configurations, patches, upgrades) through controlled release processes, including impact analysis and rollback planning
Act as a liaison between business users, IT teams, and third-party vendors for issue resolution, enhancements, and escalations, particularly for regulated healthcare workflows
Maintain knowledge articles, runbooks, and audit documentation
ensure adherence to healthcare regulations (e.g., HIPAA), security standards, and data privacy requirements
Requirements
Experience working within the Healthcare Provider domain, with a strong understanding of hospital workflows and operational support
Understanding of ED workflows, triage, tracking boards, rapid provider documentation
Knowledge of EMS inbound communication, CAD/dispatch data flows
Ability to support real‑time event notifications and ADT‑based alerting
Skills integrating ED systems with lab, radiology, pharmacy
Troubleshooting ED kiosks, check‑in tools, wait‑time dashboards
Ensuring uptime, speed, and reliability in fast‑paced ED environments
Experience working with Emergency Medicine systems like CAREPoint 2, emsCharts, TraumaSoft and other similar applications