POSITION SUMMARY

The Sr. Application Support Analyst is responsible for providing technical services and support to ensure the healthy launch and ongoing operation of Etiometry instances at customer sites. This role collaborates with internal teams and hospital resources to configure the Etiometry application, establish data integrations, and resolve issues that impact accessibility and functionality.
The Sr. Application Support Analyst is expected to obtain a solid understanding of the application’s technical infrastructure, configuration options and integration requirements in order to effectively communicate and partner with customers to deploy the core platform, establish new functionality and enable new data streams. This role also manages all incoming support tickets and technical requests, troubleshoots and resolves issues, contributes to and maintains technical documentation, and helps identify and implement process changes for greater efficiency.
This is a 95% remote position with occasional travel for team meetings. Working hours are generally standard business hours for the employee’s local time zone with ~5-15% off-hour requirement to support our global customer base with varied time zones and downtime windows.

MINIMUM QUALIFICATIONS:

• Bachelor degree in information technology, engineering, data science, or related field
• 3+ years experience working in a hospital or healthcare environment
• 3+ years performing technical configuration of a software application
• 3+ years performing application upgrades, including prep, testing and post-upgrade documentation
• 2+ years providing help desk support for software applications including troubleshooting, resolution and communication of ticket status and outcomes
• Familiarity with terminology and concepts related to web-based applications, servers, integrations, and user interfaces (SQL databases, HL7, FHIR, API, etc.).
• Intermediate proficiency with Red Hat Enterprise Linux (RHEL)-based systems and command line tools
• Intermediate skills in Confluence, JIRA, Microsoft Word, Excel, and PowerPoint applications or Google equivalents.
• Familiar with policies and practices related to HIPAA compliance, data security, and user access
• Highly organized with effective systems for managing multiple clients with varied requirements
• Ability to work collaboratively with a range of internal and external stakeholders and technical staff

PREFERRED QUALIFICATIONS

• Linux certification
• 3-5 years of experience implementing software or biomedical hardware in a hospital environment
• Intermediate understanding of related healthcare technology such as EMRs, patient monitoring systems, interface engines and clinical decision support tools

• Build deep knowledge of application infrastructure, configurations and integrations
• Handle customer support tickets, either by directly analyzing, troubleshooting and resolving or assigning to appropriate staff for response
• Perform application updates, including pre-work, testing, and post-update documentation
• Participate in team calls for multiple concurrent projects, contribute insight, technical guidance, task updates, and potential risks/issues for team consideration
• Host and conduct application site checks to validate graphs and data are appearing as expected
• Create workflows and narrative documentation for user manuals and instructional materials
• Complete technical questionnaires for RFIs/RFPs
• Participate in process development and improvement activities
• Perform administrative tasks associated with managing a software-based medical device
• Build positive relationships with project management, technical and clinical stakeholders, account executives, and engineering resources
• Handle secure data and PHI in accordance with company and federal policies
• Other responsibilities in line with an Application Team Lead role may be added