IT System Administrator - Clinical and Production Systems

Össur; Nashville (TN); On-site; USD 68,518 - 84,630; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401(k) employer matching

9 paid holidays

13 vacation days

Birthday and 2 volunteer days

8 sick days in first year

Paid parental bonding

Job summary

Embla Medical, part of the Össur organization, is seeking an experienced IT professional to support clinical tooling and EMR systems across our global network from Nashville, USA. The role focuses on 2nd-line support, deployment maintenance, and collaboration with vendors to ensure uptime and efficiency.

You will work within the IT department, coordinating with process owners and end users in a fast-paced health-tech environment.

Qualifications

• Bachelor’s degree in computer science or equivalent
• 5–7 years of relevant experience in IT
• Experience with Agile methodology and Service Desk applications
• Experience with specialist hardware and multi-user application device support in a clinical environment
• Good English skills, both written and spoken

Responsibilities

• Provide (2nd) level support to functional owners, end users and IT staff
• Maintain deployment, assets, and software for clinical hardware tooling and software services
• Troubleshoot, escalate, and communicate issues involving EMR systems and integrations
• Deliver specialist level user support for clinical hardware tooling and services
• Manage escalated issues per SLA and ensure timely resolution
• Coordinate with external vendors/partners to resolve complex issues
• Maintain operational excellence and maximum system uptime
• Participate in projects to test and deploy new clinical tooling in locations

Skills

IT support

EMR systems

Clinical hardware tooling

Agile methodologies

Service Desk applications

English proficiency

Education

Bachelor’s degree in computer science

Job description

About Us

At Embla Medical, we are a purpose-driven company dedicated to improving people’s mobility through the delivery of Prosthetics, Neuro Orthotics, Bracing & Supports and Patient Care. We do this with compassion and innovation, from how we design our award-winning mobility solutions to how we operate our network of patient care clinics. We are dedicated to providing the best possible care to our patients to help them live Life Without Limitations.

Embla Medical is a leading global provider of innovative mobility solutions that help people live a Life Without Limitations®. At Embla Medical, we are dedicated to improving people’s mobility. We do this with compassion and innovation, from how we design our award-winning mobility solutions to how we operate our network of patient care clinics. Embla Medical is home to Össur, a leading global provider of prosthetics and bracing and supports solutions; FIOR & GENTZ, an innovative developer of neuro orthotics; and College Park, creators of custom-built prosthetic solutions. Embla Medical also provides patients with world-class care through a global network of Orthotic and Prosthetic (O&P) facilities, operating under various brand names, including ForMotion.

The way we work is unique. We empower our colleagues worldwide and encourage close collaboration, allowing us to develop the best products and maintain the highest possible standards of care. Our values – honesty, frugality and courage – are the glue that binds us together and form the foundation of our company culture. Joining Embla Medical is not just about doing your job, it’s more than that. The patients we care for depend on us to help them get back their freedom and livelihood. That is what drives us all to go to work, each day.

About the Role

As member of the global IT department, you have a regional focus. Leading discussions with the system and process owners on the support, maintenance, and delivery of the IT clinical based tooling infrastructure (typically 3D scanners) and IT facility fabric, in line with global guidelines. Supporting and maintaining a healthy and operational environment across the systems. The systems involved span - Contact Centers, EMR Systems, and other supporting systems.

What You’ll Do

• Provide (2nd) skilled support to functional owners, end users and within IT.
• Maintain the deployment, assets, and software related to clinical hardware tooling and software services they utilize - as the technical owner of the solutions.
• Troubleshooting, Elevation, and communication tasks involving the EMR systems and related software integrations.
• Provide specialist level user support on clinical hardware tooling and associated services by answering questions and resolving issues for internal customers – in person, via telephone, via email, or via online tooling.
• Provide troubleshooting assistance, finding the root cause for issues.
• Manage escalated issues in line with the Service Level Agreement.
• Applying proper categorization and timely resolution of tickets and rerouting wrongly assigned tickets.
• Escalate complex issues to appropriate channels internal or external.
• Engaging external vendors or partners, overseeing issues through completion, testing, and communicating back to the user.
• Maintain operational excellence of the systems.
• Monitor, maintain and update the clinical tooling infrastructure to achieve maximum up time and trouble-free usage.
• Maintain contact with system vendors on the clinical tooling infrastructure to ensure all required usage guidance is maintained & executed.
• Assess current tool utilization and recommend operational best-practices to ensure standardization and efficiencies.
• Maintain FAQ documents and knowledge base pages as new functionality is introduced.
• Perform basic updates to the systems, maintain user permissions, user roles, profiles, and hierarchies, maintain security and data protection.
• Liaise with stakeholders in relation to improvements, planning or issues and provide future recommendations.
• Perform internal system audits, monitor application and hardware usage and licensing.
• Provide administrative support to various Contact Centers.
• Participate in projects to test and implement the clinical hardware tooling setups in new locations to required usage standards.
• Participate in facilities projects, sometimes as the point of contact for IT in terms planning and building fabric discussions (electrical, networking), in liaison with the appropriate business groups and colleagues as needed.
• Review enhancement requests with functional owner.
• Analyze the request and properly document the technical requirements for the project or development process.
• Offer a sparring partner role for functional owners on system options.
• Working closely together with the process/business owner and users.
• Participate in projects to test and deploy new features to the organization.
• Responsible for the coordination, planning, and execution of project tasks.

Who You Are

• Bachelor’s degree in computer science
• 5-7 years of relevant experience
• Working experience with Agile methodology and Service Desk applications
• Experience with specialist hardware and multi-user application device support in a clinical environment
• Understanding of IT in relation to facilities, cabling and building infrastructure
• IT services
• Good knowledge of English (spoken and written), additional regional languages are a plus
• Ability to manage multiple priorities and collaborate with stakeholders in a fast-paced environment
• Good communication skills, both orally and written

Why You’ll Feel Good Working Here

Join our team if you want to make a lasting impact; we will support you along the way. Global organization with a network of employees around the world We believe in the importance of people’s growth and development At Embla Medical we celebrate different ideas, perspectives and backgrounds Joining Embla Medical is not just taking a job, patients we care for depend on us to help them get back their freedom and livelihood

Competitive Compensation Packages

• Medical, Dental, and Vision Benefits
• 401(k) Retirement Plan with employer matching contribution
• 9 paid holidays
• 13 vacation days
• Birthday and two (2) volunteer day
• 8 sick days within your first year of employment
• Paid Parental Bonding

The US base pay range for this full-time position is $68,518 - $84,630 + bonus + benefits. Our pay ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Embla Medical is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available individual in every job. Embla Medical's equal opportunity policy prohibits all discrimination (based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical disability, mental disability, military service, pregnancy, child birth or related medical condition, actual or perceived sexual orientation, or any other consideration made unlawful by local laws around the world). Embla Medical is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all individuals involved in the operations of Embla Medical and prohibits discrimination by any employee of Embla Medical, including supervisors and co-workers.

If you experience any technical issues, please contact: [e-mail]