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We are seeking a skilled Support Specialist to act as a subject matter expert across multiple production systems. This role is critical in ensuring application stability, resolving complex technical issues, and collaborating closely with engineering and business teams. The ideal candidate will have strong experience in APIs, HL7 integrations, dashboards, portals, and mobile applications.

Key Responsibilities

• Serve as the first point of technical contact for critical production issues.
• Investigate and resolve incidents using system logs, APIs, and backend data.
• Monitor dashboards and alerts to proactively identify and address issues.
• Collaborate with hospital IT teams to support and troubleshoot HL7 interfaces.
• Provide operational support for scheduled tasks, data pipelines, and backend jobs.
• Analyze system performance and recommend improvements to reduce incident frequency.
• Maintain and update documentation for troubleshooting procedures, escalation paths, and known issues.
• Participate in post-incident reviews and contribute to root cause analysis reports.
• Work closely with DevOps and Engineering teams to ensure application stability.
• Apply ITIL principles to manage incidents, problems, and changes effectively.
• Utilize ITSM tools such as ServiceNow and ManageEngine for support operations.

Qualifications & Experience

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Required Experience:

• 3–5+ years in technical support, application support, or systems analysis.
• Strong experience with APIs, RESTful services, and system integrations.
• Proficiency in querying SQL databases and analyzing system logs.
• Exposure to HL7 messaging standards and healthcare system integrations.
• Familiarity with monitoring tools and alerting systems.
• Basic knowledge of system administration or scripting (e.g., Bash, PowerShell, Python).
• Understanding of ITIL or similar support frameworks.

Preferred Skills:

• Experience working in Agile and DevOps environments.
• Background in healthcare IT or regulated industries.