Application Support Engineer

Conexess Group; Livonia (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

Conexess Group is seeking an experienced L2 Healthcare IT Applications Specialist to provide production support for radiology and cardiology systems. You will investigate incidents, perform troubleshooting, and restore services while adhering to SLAs.

You will collaborate with clinical users, infrastructure, and vendor teams, contribute to documentation, and drive continuous service improvement. Monday–Friday 08:00–16:00 CST/EST/IST shift timing.

Qualifications

• 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 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.

Responsibilities

• 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.

Skills

Incident troubleshooting

Healthcare IT

ServiceNow ITSM

Vendor coordination

Cross-functional collaboration

Job description

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.

Required schedule availability for this position is Monday-Friday (08:00am to 04:00pm CST/EST/IST). The shift timings can be changed as per client requirements. Additionally, resources may have to do overtime and work on weekend's basis business requirement.