Senior Application Support Specialist

Etiometry Inc

5h•Remote

About The Position

Etiometry is the market leader in predictive analytics for the Intensive Care Unit. Our system leverages real time patient data to provide clinicians with actionable information that improves care for the most vulnerable patients. In use at some of the best medical institutions across three continents, the Etiometry Platform has a proven track record in improving patients’ outcomes while reducing hospital costs. By joining our company, you will be at the forefront of clinical innovation, working with a passionate team with the common mission of changing the delivery of healthcare. You will become an integral part of a dynamic team whose work will directly impact the long-term success of the company and will provide great career development opportunities. The Sr. Application Support Specialist is responsible for leading end-to-end configuration of the Etiometry platform for new sites and expansions and maintaining the health of existing deployments. This role collaborates with hospital IT resources to establish data integrations, perform application updates, and resolve incidents that impact accessibility and functionality. Moderate knowledge of Linux command line tools is required. This role also works closely with internal IT, project management and clinical specialists to understand the scope of site-specific deployments, to coordinate technical activities, and to validate configurations prior to going live. The Sr. Application Support Specialist is expected to obtain a solid understanding of the application’s technical infrastructure, configuration options and integration requirements in order to effectively communicate and partner with customers to deploy the core platform, establish new functionality and enable new data streams. The ability to hold discussion with clinical resources about the technical configuration of the application is an additional function of the role. The Analyst also serves as Tier 2 support for customer tickets and technical requests, actively troubleshoots and resolves issues, contributes to and maintains technical documentation, and helps identify and implement process changes for greater efficiency. This is a 95% remote position with occasional travel for team meetings. Working hours are generally standard business hours for the employee’s local time zone with ~5-15% off-hour requirement to support our global customer base with varied time zones and downtime windows.

Requirements

Bachelor degree in information technology, engineering, data science, or related field
3+ years experience working in a hospital or healthcare environment
3+ years performing technical configuration of a software application
3+ years performing application upgrades, including prep, testing and post-upgrade documentation
2+ years providing help desk support for software applications including troubleshooting, resolution and communication of ticket status and outcomes
Intermediate proficiency with Red Hat Enterprise Linux (RHEL)-based systems and command line tools
Intermediate skills in Confluence, JIRA, Microsoft Word, Excel, and PowerPoint applications or Google equivalents.
Familiarity with terminology and concepts related to web-based applications, servers, integrations, and user interfaces (SQL databases, HL7, FHIR, API, etc.).
Familiar with policies and practices related to HIPAA compliance, data security, and user access
Highly organized with effective systems for managing multiple clients with varied requirements
Ability to work collaboratively with a range of internal and external stakeholders and technical staff

Nice To Haves

Linux certification
3-5 years of experience implementing software or biomedical hardware in a hospital environment
Intermediate understanding of related healthcare technology such as EMRs, patient monitoring systems, interface engines and clinical decision support tools

Responsibilities

Build deep knowledge of application infrastructure, configurations and integrations
Configure the platform for new sites, including HL7 and API integrations
Perform application updates, including pre-work, testing, and post-update documentation
Handle customer support tickets, either by directly analyzing, troubleshooting and resolving or assigning to appropriate staff for response
Participate in team calls for multiple concurrent projects, contribute insight, technical guidance, task updates, and potential risks/issues for team consideration
Host and conduct application site checks to validate graphs and data are appearing as expected
Create workflows and narrative documentation for user manuals and instructional materials
Complete technical questionnaires for RFIs/RFPs
Participate in process development and improvement activities
Build positive relationships with project management, technical and clinical stakeholders, account executives, and engineering resources
Handle secure data and PHI in accordance with company and federal policies
Other responsibilities in line with managing a clinical decision support application may be added