Key Responsibilities

Application Support & Ticket Management

• Serve as Tier 1 support for all clinical applications, responding to incidents and service requests through the ticketing system.
• Troubleshoot application, workflow, and access issues, resolving issues independently when possible.
• Accurately document issues, resolutions, and troubleshooting steps to ensure knowledge sharing and continuity.
• Escalate complex or unresolved issues to Tier 2/3 support or vendors, providing clear documentation and replication steps.

Cross-Business Unit Collaboration

• Support clinical applications used across all three internal business units, understanding differences in workflows and operational needs.
• Act as a liaison between end users, IT, and application owners to ensure issues are communicated and addressed effectively.
• Collaborate with analysts, developers, and vendors to support application stability and enhancements.

User Support & Communication

• Provide timely, professional, and user-focused support to clinical and non-clinical staff.
• Assist users with application navigation, basic training, and workflow questions.
• Communicate issue status, timelines, and resolutions clearly to stakeholders.

System Monitoring & Quality

• Monitor application queues, alerts, and dashboards to proactively identify potential issues.
• Participate in routine system maintenance, upgrades, and validation activities as assigned.
• Follow change management, incident management, and escalation procedures.

Compliance & Documentation

• Adhere to HIPAA, patient privacy, and organizational security standards.
• Maintain up-to-date documentation, FAQs, and knowledge base articles.
• Support audits, regulatory requirements, and quality initiatives related to clinical systems.

Required Qualifications

• Associate or Bachelor’s degree in Health Informatics, Information Technology, Clinical Sciences, or a related field (or equivalent experience).
• 1–3 years of experience supporting clinical applications or healthcare IT systems.
• Experience working with ticketing systems and IT service management processes.
• Basic understanding of clinical workflows and healthcare terminology.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent communication and customer service skills.

Preferred Qualifications

• Experience supporting EHR/EMR or other regulated clinical systems.
• Familiarity with healthcare compliance standards (HIPAA, HITECH).
• Experience working in a multi-business-unit or matrixed environment.
• ITIL Foundation or similar service management experience.

Key Competencies

• Customer-focused problem solving
• Attention to detail and documentation accuracy
• Ability to prioritize and manage multiple requests
• Effective collaboration across technical and clinical teams
• Adaptability in a fast-paced, regulated environment