Application Support Engineer – L2

Job Summary: Provide Level 2 (L2) production support for clinical and healthcare applications, addressing incident investigation, troubleshooting, resolution, and restoring services. Monitor and manage incidents, service requests, problems, and changes according to established SLAs and operational procedures. Conduct root cause analysis for recurring or complex application issues and implement corrective and preventive actions. Support ongoing application maintenance, upgrades, patches, configuration changes, testing, and production deployments with minimal impact to clinical operations. Collaborate with clinical/business users, infrastructure teams, interface teams, vendors, and other IT support groups to resolve application and workflow issues. Maintain and improve technical documentation, knowledge articles, runbooks, and support procedures, while identifying opportunities for automation and service improvement. Utilize ITSM platforms such as ServiceNow for Incident, Problem, Change, and Service Request Management. Coordinate with stakeholders, cross-functional IT teams, and third-party vendors for issue resolution, root cause analysis, and application lifecycle management. Prefer candidates with strong communication skills, familiarity with hospital/healthcare provider application support, and knowledge of healthcare integration standards (e.g., HL7, FHIR). Relevant certifications in applications, ITIL, healthcare IT, or related technical fields are a plus.