Application Support Engineer – Clinical
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Job Description
Application Support Engineer maintaining clinical applications for AnewHealth, a pharmacy care management company. Troubleshooting healthcare systems, managing access, and supporting users and vendors remotely.
Responsibilities:
- Maintain, troubleshoot, triage, and administer clinical applications
- Support internal and external end users with application troubleshooting
- Analyze and triage application issues
- Create end-user accounts, terminate access, and modify access according to established procedures
- Escalate issues through incident management protocols and communicate outages or service announcements
- Follow up on open requests through resolution
- Monitor and maintain applications to prevent outages and productivity issues
- Communicate with client account and client success groups regarding approvals, processes, recurring trends, and issues
- Attend meetings, demonstrations, and collaborative efforts connecting support and development objectives
- Evaluate applications and recommend improvements or upgrades
- Communicate issue trends, problems, and proposed solutions to management
- Maintain system standards, documentation, policies, and procedures
- Document issues and troubleshooting work for escalation, review, and audit purposes
- Help users maximize application functionality through recommendations and guidance
- Manage ticketing systems by creating, updating, and closing incidents
- Assist with Windows-based Active Directory support
- Support after-hours incidents during the scheduled team rotation
- Provide process improvement insights and feedback to the direct manager
Requirements:
- 5+ years of experience in a healthcare-based help desk or support environment required
- Proficiency with healthcare software, terminologies, EMRs or EHRs
- Proficiency with Atlassian JIRA, Confluence and/or Status Page
- Knowledge of Windows 7/10 and Microsoft Office 2013/2016/365
- Experience managing remote applications such as LogMeIn and RDP
- Demonstrated SME-level support of at least one application
- Knowledge of IT Service Management and change management methodologies
- Strong analytical, organizational, problem-solving, and attention-to-detail skills
- Exceptional written and oral communication skills
- Exceptional interpersonal and customer service skills
- Experience working with non-technical personnel
- Ability to adapt to change, prioritize multiple issues, and work in a fast-paced environment
- Willingness to learn new technologies and advance personal skillset
- Ability to work remotely and be on call 1 week per month
- May need to work evening or weekend hours based on delivery deadlines
- Applicants must be eligible to work in this country
Benefits:
- Medical, dental, and vision coverage
- Flexible spending
- Company-paid life insurance
- Short-term disability
- Voluntary benefits
- 401(k)
- Paid Time Off
- Paid holidays
- Remote work
- On-call rotation and support for after-hours incidents
- Opportunity to travel to offices in various locations
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