Integration Support Analyst

Dedalus; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Remote work option

Job summary

Dedalus Integration Support Analyst role joins the Dedalus team, supporting the integration engine platform and interoperability solutions. You will liaise with customers and third parties to define problem requirements and contribute to technical solution design.

Working with a skilled team, you will handle remote incident resolution, incident management, root cause analysis, and maintain documentation. This role includes after-hours support on a rotation and aims to improve healthcare software

Qualifications

• Experience in a Customer Support role, or a similar role in Healthcare IT
• Experience providing Application Support Services in a functional/technical capacity
• Understanding of application support processes
• Excellent troubleshooting skills
• Ability to build rapport with internal and external stakeholders
• Excellent attention to detail

Responsibilities

• Provide remote incident resolution and problem management via the Dedalus Service Management System, in line with data privacy policies in relation to for interface configurations and integration engine platforms contained within the Dedalus interoperability product portfolio.
• Proactively manage and resolve assigned integration incidents to restore service efficiently while meeting or exceeding Service Level Agreements.
• Perform troubleshooting, problem-solving, and root cause analysis for logged incidents.
• Monitor and act upon integration support alert notifications applied across the production service.
• Participate in out of hours support on a rotational basis, including high-severity issue response.
• Maintain accurate integration support documentation, status updates, and reporting within Service Management Systems, ensuring knowledge bases are kept up to date.
• Contribute to continuous improvement by following ITIL processes, supporting release documentation and participating in Root Cause Analysis activities and Product User Groups.
• Undertake incident statistic reviews and issue prioritisation activities.

Skills

Customer support

Healthcare IT support

Application support processes

Troubleshooting

Stakeholder communication

Attention to detail

Education

Health Information Management or IT degree

Job description

Do you want a job with a purpose?

And do you want to make healthcare safer, better and more reliable?

Join our Team!

Integration Support Analyst

Join us as Integration Support Analyst at Dedalus , one of the Worlds leading healthcare technology companies, as part of our Support Team in conjunction with Systems Integration deployment staff, Dedalus application support and clients.

You will support of the Dedalus integration engine platform and interoperability solutions, undertaking proactive management of interface support issues\incidents impacting solution service.

You will liaise customer and third-party to define and analyse problem requirements for issue resolution, providing clarification of issue requirements and assisting in technical solution specification and design where appropriate.

Working with an extended highly skilled team, you will be making a profound impact throughout the healthcare sector.

You will:

• Provide remote incident resolution and problem management via the Dedalus Service Management System, in line with data privacy policies in relation to for interface configurations and integration engine platforms contained within the Dedalus interoperability product portfolio.
• Proactively manage and resolve assigned integration incidents to restore service efficiently while meeting or exceeding Service Level Agreements.
• Perform troubleshooting, problem-solving, and root cause analysis for logged incidents.
• Monitor and act upon integration support alert notifications applied across the production service.
• Participate in out of hours support on a rotational basis, including high-severity issue response.
• Maintain accurate integration support documentation, status updates, and reporting within Service Management Systems, ensuring knowledge bases are kept up to date.
• Contribute to continuous improvement by following ITIL processes, supporting release documentation and participating in Root Cause Analysis activities and Product User Groups.
• Undertake incident statistic reviews and issue prioritisation activities.

Take the next step towards your dream career

At Dedalus Life flows through our software.

Every day we do something special by helping caregivers and health professionals deliver better care to their served communities. Take the next step in your career that will make a profound impact. Here’s what you’ll need to succeed:

Essential Requirements

• Experience in a Customer Support role, or a similar role in Healthcare IT
• Experience providing Application Support Services in a functional/technical capacity
• Understanding of application support processes
• Excellent troubleshooting skills
• Ability to build rapport with internal and external stakeholders
• Excellent attention to detail

Desirable Requirements

• Healthcare experience or degree in Health Information Management and/or Information Technology
• Health Information standard interfacing standards (HL7 and FHIR APIs) experience
• Demonstrates proven ability to help clients identify business challenges and lead them on a journey to solve these challenges and deliver the right outcomes

We are Dedalus, come join us

Dedalus is committed to providing an engaging, rewarding work experience that reflects the passion our employees bring to our mission of helping clinicians and nurses deliver better care to their served communities.

Our company fosters a culture where employees are encouraged to learn and innovate, and to enable and enhance clinical co-operation and processes while making a meaningful difference for millions of people around the world. Each person is the end point and the starting point of the Group’s activities and the ultimate beneficiary. For this reason, we are so proud of doing our very special jobs each day.

Our company is enriched by a diverse population of 7,600 people in more than 40 countries that work together to innovate and drive better healthcare options for millions of patients around the world. We are the people of Dedalus.

Application closing date: 4th December 2026

Our Diversity & Inclusion Commitment sets out Dedalus’ approach to ensuring respect, inclusion and success for all our colleagues and the wider communities we operate in. It is imperative for us to share our commitment and dedication to ensure an inclusive and diverse workplace. We recognise that we have improvements to make and, on this journey, we must remain authentic and realistic but also ambitious.

Life Flows Through Our Software

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