Senior Systems Engineer

Oracle Corporation; Nashville (TN); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Oracle Health in Nashville, TN seeks a Senior Systems Engineer to join the Citrix Support team. You will troubleshoot incidents in production Citrix environments delivering clinical applications to healthcare organizations, ensuring reliable access for patient care.

You will partner with engineering and infrastructure, own escalations, develop runbooks, and drive improvements in tools, processes, and automation. Relocation assistance is available.

Qualifications

• Experience supporting enterprise Citrix environments and Windows Server systems.
• Ability to investigate complex technical issues, exercise sound judgment during service disruptions, and work effectively both independently and within a team.
• Working knowledge of Active Directory, Group Policy, and networking fundamentals relevant to Citrix support.
• Strong customer communication and technical documentation skills.
• Ability to manage competing priorities while maintaining ownership of customer issues.
• Citrix certification (CCA-V or CCP-V) or equivalent demonstrated hands‑on expertise.
• Experience using Citrix tooling to investigate session performance, logon delays, and application availability.
• Experience troubleshooting Citrix user profiles and policies.
• PowerShell scripting experience for troubleshooting, data collection, or operational automation.
• Familiarity with ITIL incident, problem, and change-management practices.
• Experience supporting healthcare applications or other production systems requiring high availability.

Responsibilities

• Own incidents, service requests, and customer escalations involving Citrix application access, sessions, performance, and stability, maintaining clear documentation and timely communication through resolution.
• Participate in a regular on-call rotation during assigned coverage periods. Engage promptly to troubleshoot and restore service or reduce customer impact. Resolve the issue or elevate to the appropriate team after completing a thorough investigation, documenting findings, and providing a clear handoff.
• Conduct root cause analysis and manage recurring problems to prevent repeat incidents and improve service reliability.
• Monitor production environments, investigate alerts and performance trends, and proactively remediate issues before they affect customers.
• Plan and implement customer-requested software installations, upgrades, configuration changes, and planned maintenance within supported Citrix environments. Prepare change plans covering impact assessment, testing, implementation, validation, and backout procedures, following established change-management and approval processes.
• Support customer go-live activities, coordinating technical readiness, validation, and issue resolution.
• Collaborate with Engineering, Technical Account teams, and Infrastructure teams to resolve issues and deliver operational improvements.
• Develop and maintain technical documentation, troubleshooting guides, and operational runbooks. Cross-train and mentor team members to strengthen shared expertise, improve coverage, and reduce reliance on individual subject matter experts.
• Improve support tools, processes, and automation to reduce operational effort.
• Support operational compliance, security, and service availability initiatives through established procedures and technical improvements.

Skills

Citrix support

Windows Server

Active Directory

Group Policy

Customer communication

Technical documentation

On-call / incident management

PowerShell scripting

ITIL familiarity

Healthcare applications knowledge

Tools

Citrix Studio

Citrix Director

Monitoring tools

Scripting tools

Job description

Oracle Health is seeking a Senior Systems Engineer to join our Citrix Support team in Nashville, Tennessee. This role supports production Citrix environments used to deliver clinical applications to healthcare organizations, helping maintain reliable access to systems that support patient care.

You will troubleshoot complex issues both independently and collaboratively with other members of the Citrix Support team. Your work will include customer support, incident response, proactive monitoring, and planned changes. You will also partner with customers and technical teams to address recurring problems, improve operational practices, and share expertise.

This role is based full-time in NASHVILLE TN - we do offer relocation assistance

Internal Responsibilities

Key Responsibilities

• Own incidents, service requests, and customer escalations involving Citrix application access, sessions, performance, and stability, maintaining clear documentation and timely communication through resolution.
• Participate in a regular on-call rotation during assigned coverage periods. Engage promptly to troubleshoot and restore service or reduce customer impact. Resolve the issue or escalates to the appropriate team after completing a thorough investigation, documenting findings, and providing a clear handoff.
• Conduct root cause analysis and manage recurring problems to prevent repeat incidents and improve service reliability.
• Monitor production environments, investigate alerts and performance trends, and proactively remediate issues before they affect customers.
• Plan and implement customer-requested software installations, upgrades, configuration changes, and planned maintenance within supported Citrix environments. Prepare change plans covering impact assessment, testing, implementation, validation, and backout procedures, following established change-management and approval processes.
• Support customer go-live activities, coordinating technical readiness, validation, and issue resolution.
• Collaborate with Engineering, Technical Account teams, and Infrastructure teams to resolve issues and deliver operational improvements.
• Develop and maintain technical documentation, troubleshooting guides, and operational runbooks. Cross-train and mentor team members to strengthen shared expertise, improve coverage, and reduce reliance on individual subject matter experts.
• Improve support tools, processes, and automation to reduce operational effort.
• Support operational compliance, security, and service availability initiatives through established procedures and technical improvements.

Qualifications

• Experience supporting enterprise Citrix environments and Windows Server systems.
• Ability to investigate complex technical issues, exercise sound judgment during service disruptions, and work effectively both independently and within a team.
• Working knowledge of Active Directory, Group Policy, and networking fundamentals relevant to Citrix support.
• Strong customer communication and technical documentation skills.
• Ability to manage competing priorities while maintaining ownership of customer issues.

Preferred Qualifications

• Citrix certification, such as CCA-V or CCP-V, or equivalent demonstrated hands‑on expertise.
• Experience using Citrix tooling to investigate session performance, logon delays, and application availability.
• Experience troubleshooting Citrix user profiles and policies.
• PowerShell scripting experience for troubleshooting, data collection, or operational automation.
• Familiarity with ITIL incident, problem, and change-management practices.
• Experience supporting healthcare applications or other production systems requiring high availability.

External Responsibilities

Key Responsibilities

• Own incidents, service requests, and customer escalations involving Citrix application access, sessions, performance, and stability, maintaining clear documentation and timely communication through resolution.
• Participate in a regular on-call rotation during assigned coverage periods. Engage promptly to troubleshoot and restore service or reduce customer impact. Resolve the issue or elevate to the appropriate team after completing a thorough investigation, documenting findings, and providing a clear handoff.
• Conduct root cause analysis and manage recurring problems to prevent repeat incidents and improve service reliability.
• Monitor production environments, investigate alerts and performance trends, and proactively remediate issues before they affect customers.
• Plan and implement customer-requested software installations, upgrades, configuration changes, and planned maintenance within supported Citrix environments. Prepare change plans covering impact assessment, testing, implementation, validation, and backout procedures, following established change-management and approval processes.
• Support customer go-live activities, coordinating technical readiness, validation, and issue resolution.
• Collaborate with Engineering, Technical Account teams, and Infrastructure teams to resolve issues and deliver operational improvements.
• Develop and maintain technical documentation, troubleshooting guides, and operational runbooks. Cross-train and mentor team members to strengthen shared expertise, improve coverage, and reduce reliance on individual subject matter experts.
• Improve support tools, processes, and automation to reduce operational effort.
• Support operational compliance, security, and service availability initiatives through established procedures and technical improvements.

Qualifications

• Experience supporting enterprise Citrix environments and Windows Server systems.
• Ability to investigate complex technical issues, exercise sound judgment during service disruptions, and work effectively both independently and within a team.
• Working knowledge of Active Directory, Group Policy, and networking fundamentals relevant to Citrix support.
• Strong customer communication and technical documentation skills.
• Ability to manage competing priorities while maintaining ownership of customer issues.

Preferred Qualifications

• Citrix certification, such as CCA-V or CCP-V, or equivalent demonstrated hands‑on expertise.
• Experience using Citrix tooling to investigate session performance, logon delays, and application availability.
• Experience troubleshooting Citrix user profiles and policies.
• PowerShell scripting experience for troubleshooting, data collection, or operational automation.
• Familiarity with ITIL incident, problem, and change-management practices.
• Experience supporting healthcare applications or other production systems requiring high availability.