Proficiency with ITIL/Service Management, SLAs, incident/problem management, and desktop application troubleshooting
Requirements:
Provide Tier 2 and Tier 3 support for clinical third-party applications and back-office systems; coordinate issue resolution to meet Service Management SLAs; support SEV1/SEV2 outages and participate in 24/7 on-call rotation; document root causes, workarounds, and solutions in call tracking and knowledge databases
Follow ITIL processes for incident, request, and problem management; provide timely updates to stakeholders; identify recurring issues and recommend long-term process and prevention improvements
Collaborate with cross-functional IT groups, clinical teams, and application vendors; deliver high-quality customer service and participate in knowledge sharing and improvement discussions
Maintain technical knowledge across Cardiology, Radiology, Lab, PACS, PFT, and Sleep Lab applications; advanced knowledge of desktop applications, Microsoft Office, Citrix, and collaboration tools; understand application functionality and technical architecture
Job description
Application Analyst II Location: Irving, TX 75039 - Remote Employment Type: Contractor Openings: 1 Duration: 91 Days
Education Requirement:Bachelor's Degree (proof REQUIRED at submission) Work Hours: Monday – Friday The Application Analyst II provides Tier 2 and Tier 3 support for medium-to-high complexity clinical and back-office applications within a large multi-regional healthcare system. The analyst manages incidents, problem resolution, and service requests following ITIL and service management principles. The role supports a broad suite of clinical third-party applications, including Cardiology, Radiology, Lab, PACS, Sleep Lab (Cadwell), and PFT (Breeze Suite).
This position requires strong troubleshooting ability, experience identifying root causes, documentation discipline, and the ability to work independently while supporting internal and external users. The analyst participates in an on-call rotation and must maintain high customer service and communication standards. Key Responsibilities Application Support
Provide Tier 2 and Tier 3 support for clinical third-party applications and back-office systems.
Coordinate issue resolution and ensure alignment with established Service Management SLAs.
Support SEV1 and SEV2 outages and participate in on-call rotation for 24/7 application support.
Document root causes, workarounds, and solutions in call tracking and knowledge databases.
Incident, Problem & Service Management
Follow ITIL processes for incident, request, and problem management.
Provide timely updates and communication to stakeholders throughout issue resolution.
Identify recurring issues and recommend long-term process and prevention improvements.
Collaboration & Stakeholder Engagement
Work closely with cross-functional IT groups, clinical teams, and application vendors.
Deliver high-quality customer service to clinicians, administrative users, and support staff.
Participate in team meetings, knowledge sharing, and improvement discussions.
Technical Skills & Tools
Support applications across cardiology, radiology, lab, PACS, PFT, and Sleep Lab systems.
Advanced knowledge of desktop applications, Microsoft Office, Citrix, and collaboration tools.
Maintain strong understanding of application functionality and its technical architecture.
Self-Management
Work independently with minimal oversight.
Maintain accurate and complete documentation at all times.
Manage multiple priorities in a fast-paced healthcare environment.
Cardiology, Radiology, Lab, PACS, Cadwell (Sleep Lab), Breeze Suite (PFT)
Minimum 3+ years of healthcare application support experience.
Experience with desktop application support and troubleshooting.
Strong understanding of ITIL, Service Management, SLAs, and problem management workflows.
Excellent communication skills (written and verbal).
Ability to document issues, workarounds, and solutions thoroughly.
Ability to work independently and handle escalations.
Recruiter Submission Template –
Full Name: Bachelor's Degree (Required – include degree, university, and completion year): Proof of Education Attached? (Yes/No): Total Years of Application Analyst / Application Support Experience: Years of Experience Supporting Clinical 3rd-Party Applications: List Clinical Application Experience (Cardiology, Radiology, Lab, PACS, Cadwell, Breeze Suite – details): Experience with Tier 2 / Tier 3 Application Support (Yes/No – details): Experience with ITIL / Incident / Problem Management (Yes/No – details): Experience Handling SEV1 & SEV2 Outages (Yes/No – details): Experience with Microsoft Office, Citrix, and Desktop Application Support (Yes/No – details): Experience Supporting Healthcare Providers (Yes/No – details): Experience Documenting Issues in Call Tracking & Knowledge Bases (Yes/No – details): Participation in On-Call Rotation (Yes/No): Strong Communication & Customer Service Skills (Yes/No): Motivation / Reason for the Role: Reason for Interest in This Role: Is Candidate Local to Irving, TX? (Yes/No – not required for remote): Contact Number: Email ID: LinkedIn Profile: Full Address (City, State, ZIP): Notice Period (Weeks): Current Work Authorization (US Citizen / GC / H1B / Other): Expected Hourly Rate (W2): Interview Availability (CST): Available to Work Monday–Friday (Yes/No): Candidate Approved Their Submission? (Yes/No):
