Remote Integration Support Analyst (Healthcare IT)

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

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