Application Support Engineer – L2-Clinic/Healthcare

Job Title: Application Support Engineer – L2-Clinic/Healthcare

Location : Plano, TX (Local candidates who can work a few days onsite will be preferred but remote workers from across the US will also be considered)

Duration : 12+ Months Contract

Teams Meeting Interview

Job Description:

The team provides L2 incident resolution, troubleshooting, problem/change support, and application maintenance.

The team collaborates with clinical stakeholders, IT teams, and vendors to minimize disruption to clinical workflows. The objective is to ensure timely issue resolution, service continuity, and reliable support of critical healthcare operations.

Position's General Duties and Tasks

In this role you will be responsible for Radiology and Cardiology Applications:

• Provide L2 production support for clinical and healthcare applications, including incident investigation, troubleshooting, resolution, and service restoration.
• Monitor and manage assigned incidents, service requests, problems, and changes in accordance with defined SLAs and operational procedures.
• Perform root cause analysis for recurring or complex application issues and implement corrective and preventive actions.
• Support application maintenance, upgrades, patches, configuration changes, testing, and production deployments while minimizing impact to clinical operations.
• Collaborate with clinical/business users, infrastructure teams, interface teams, vendors, and other IT support groups to resolve application and workflow issues.
• Maintain and enhance technical documentation, knowledge articles, runbooks, and support procedures, while identifying opportunities for automation and continuous service improvement.

Requirements for this role include:

• L2: 3–5 years of experience supporting healthcare or clinical applications in a production environment.
• 5+ years’ experience providing L2 incident troubleshooting and resolution within defined SLA targets, including high-priority/critical incidents.
• 5+ years’ experience supporting clinical application workflows, integrations/interfaces, application configurations, and related technical dependencies in a healthcare environment
• 3+ years as hands-on experience with Incident, Problem, Change, and Service Request Management using ServiceNow or a comparable ITSM platform.
• 8+ years of experience coordinating with clinical users, cross-functional IT teams, and third-party vendors for issue resolution, root-cause analysis, application maintenance, upgrades, and production changes.

Preferences: - Optional (nice-to-have’s)

• Effective written and verbal communication skills to collaborate with client stakeholders, clinical users, technical teams, and third-party vendors.
• Experience supporting applications within a hospital or healthcare provider environment and familiarity with clinical workflows.
• Experience with ServiceNow or similar ITSM platforms, including Incident, Problem, Change, and Service Request processes.
• Familiarity with healthcare integrations/interfaces, including HL7 and/or FHIR, and application-to-application data flows.
• Relevant application/vendor, ITIL, healthcare IT, or technical certifications are preferred.