L2/L3 Support Engineer - Surgery & Endoscopy - REMOTE

NTT DATA, Inc.; Frisco (TX); Remote; USD 68.000 - 118.000; Vollzeit

Benefits dieser Stelle

Medical insurance

Dental insurance

Vision insurance

401k with company match

Paid time off

Health Savings Account

Life insurance

Disability insurance

Employee assistance

Zusammenfassung

NTT DATA, Inc. is seeking an experienced L2/L3 Support Engineer for Surgery & Endoscopy, primarily remote with work in Frisco, Texas.

You will provide production support across perioperative applications, investigate incidents, and collaborate with clinical and IT teams to resolve complex issues. The role requires extensive experience in healthcare IT, ITSM processes, and integration with systems like STERIS SPM and Epic/TogetherCare.

Qualifikationen

• Experience supporting healthcare/clinical applications in production environments.
• Ability to troubleshoot application workflows, integrations, configurations, and device connectivity in hospital settings.
• Experience coordinating with clinical users and IT teams for issue resolution and production changes.

Aufgaben

• Provide L2/L3 production support for Surgery, Endoscopy, OR and Sterile Processing apps, including incident investigation and service restoration.
• Support STERIS SPM environments, testing, go-live and post-go-live support, reporting and integrations.
• Troubleshoot application/server/interface connectivity, workflow, user-access, and vendor-related issues affecting perioperative operations.
• Monitor incidents, service requests, problems and changes per SLAs and procedures; perform root cause analysis and preventive actions.
• Collaborate with clinical users, Sterile Processing, Clinical Engineering, infrastructure teams and vendors to resolve issues.

Kenntnisse

L2/L3 healthcare IT support

Incident troubleshooting

ServiceNow ITSM

Surgery & Endoscopy workflows

Stakeholder collaboration

EpicTogetherCare integration

ITIL

Sterile processing knowledge

Tools

STERIS SPM

ProConnect

ConnectAssure

Epic/TogetherCare

Jobbeschreibung

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

We are currently seeking a L2/L3 Support Engineer - Surgery & Endoscopy - REMOTE to join our team in Frisco, Texas (US-TX), United States (US).

Day to Day Responsibilities

• Provide L2/L3 production support for Surgery, Endoscopy, Operating Room and Sterile Processing applications, including incident investigation, troubleshooting, resolution, and service restoration.
• Support STERIS SPM environments and related sterile-processing/instrument-tracking workflows, including application testing, go-live/post-go-live support, reporting and integration dependencies.
• Troubleshoot application, server, interface, device/equipment connectivity, workflow, user-access, configuration, and vendor-related issues affecting perioperative and sterile-processing operations.
• 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.

Collaborate with Surgery/Endoscopy clinical users, Sterile Processing, Clinical Engineering, infrastructure/server/network/interface teams, Epic/TogetherCare teams where applicable, and third-party vendors 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.

• Support application maintenance, upgrades, patches, configuration changes, testing, and production deployments while minimizing impact to surgical and endoscopy operations.

Basic Requirements

• L2: 3-5 years / L3: 5-8+ years of experience supporting healthcare or clinical applications in a production environment.
• 5+years hands-on experience supporting Surgery, Endoscopy, Operating Room, Sterile Processing, or perioperative clinical application workflows.
• 3+ years hands-on experience with STERIS SPM (Sterile Processing Management), instrument tracking, or comparable sterile-processing/instrument-management platforms.
• 5+ years experience troubleshooting application workflows, integrations/interfaces, application/server configurations, device or equipment connectivity, and related technical dependencies in a hospital environment.
• 5+ years demonstrated L2/L3 incident troubleshooting and resolution within defined SLA targets, including high-priority/critical incidents.
• 5+ years hands-on experience with Incident, Problem, Change, and Service Request Management using ServiceNow or a comparable ITSM platform.
• 5+ years experience coordinating with clinical users, cross-functional IT teams, Clinical Engineering, and third-party vendors for issue resolution, upgrades, testing, and production changes.

Preferred Skills

• Experience with STERIS SPM reporting/integration components such as ProConnect and/or ConnectAssure is highly desirable.
• Experience with instrument tracking, sterilization-cycle reporting, biological-indicator reporting, infection-prevention reporting, or sterile-processing device integration is desirable.
• Familiarity with perioperative/OR and Endoscopy workflows and the operational impact of application or equipment downtime.
• Familiarity with healthcare integrations/interfaces, including HL7 and application-to-application data flows; Epic integration exposure is a plus.
• Effective written and verbal communication skills to collaborate with client stakeholders, clinical users, technical teams, and third-party vendors.
• Relevant application/vendor, ITIL, healthcare IT, or technical certifications are preferred.

NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role is $68,076 – 118,188. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.

This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

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This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.