L2/L3 Support Engineer - Surgery & Endoscopy - REMOTE
About The Position
NTT DATA is hiring an L2/L3 Support Engineer to provide production support for Surgery, Endoscopy, Operating Room, and Sterile Processing applications. The role supports STERIS SPM environments and related sterile-processing and instrument-tracking workflows, including application testing, go-live and post-go-live support, reporting, and integration dependencies. The engineer investigates and resolves application, server, interface, device-connectivity, workflow, access, configuration, and vendor-related issues that affect perioperative and sterile-processing operations. The position also supports maintenance, upgrades, patches, configuration changes, testing, and production deployments while minimizing disruption to surgical and endoscopy operations. The engineer collaborates with clinical users, cross-functional IT teams, Clinical Engineering, Epic/TogetherCare teams where applicable, and third-party vendors, and maintains technical documentation while identifying opportunities for automation and service improvement.
Requirements
- For L2: 3–5 years of experience; for L3: 5–8+ years of experience supporting healthcare or clinical applications in a production environment.
- 5+ years of hands-on experience supporting Surgery, Endoscopy, Operating Room, Sterile Processing, or perioperative clinical application workflows.
- 3+ years of hands-on experience with STERIS SPM, instrument tracking, or comparable sterile-processing/instrument-management platforms.
- 5+ years of experience troubleshooting application workflows, integrations/interfaces, application/server configurations, device or equipment connectivity, and related technical dependencies in a hospital environment.
- 5+ years of demonstrated L2/L3 incident troubleshooting and resolution within defined SLA targets, including high-priority/critical incidents.
- 5+ years of hands-on experience with Incident, Problem, Change, and Service Request Management using ServiceNow or a comparable ITSM platform.
- 5+ years of experience coordinating with clinical users, cross-functional IT teams, Clinical Engineering, and third-party vendors for issue resolution, upgrades, testing, and production changes.
Nice To Haves
- Experience with STERIS SPM reporting/integration components such as ProConnect and/or ConnectAssure.
- Experience with instrument tracking, sterilization-cycle reporting, biological-indicator reporting, infection-prevention reporting, or sterile-processing device integration.
- Familiarity with perioperative/OR and Endoscopy workflows and the operational impact of application or equipment downtime.
- Familiarity with healthcare integrations/interfaces, including HL7 and application-to-application data flows; Epic integration exposure is a plus.
- Effective written and verbal communication skills to collaborate with client stakeholders, clinical users, technical teams, and third-party vendors.
- Relevant application/vendor, ITIL, healthcare IT, or technical certifications.
Responsibilities
- Provide L2/L3 production support for Surgery, Endoscopy, Operating Room, and Sterile Processing applications, including incident investigation, troubleshooting, resolution, and service restoration.
- Support STERIS SPM environments and sterile-processing/instrument-tracking workflows, including application testing, go-live and post-go-live support, reporting, and integration dependencies.
- Troubleshoot application, server, interface, device/equipment connectivity, workflow, user-access, configuration, and vendor-related issues.
- Monitor and manage assigned incidents, service requests, problems, and changes in accordance with defined SLAs and operational procedures.
- Perform root cause analysis for recurring or complex application issues and implement corrective and preventive actions.
- Collaborate with clinical users, Sterile Processing, Clinical Engineering, infrastructure/server/network/interface teams, Epic/TogetherCare teams where applicable, and third-party vendors to resolve application and workflow issues.
- Maintain and enhance technical documentation, knowledge articles, runbooks, and support procedures, and identify opportunities for automation and continuous service improvement.
- Support application maintenance, upgrades, patches, configuration changes, testing, and production deployments while minimizing impact to surgical and endoscopy operations.
Benefits
- Medical, dental, and vision insurance with an employer contribution
- Flexible spending or health savings account
- Life and AD&D insurance
- Short- and long-term disability coverage
- Paid time off
- Employee assistance
- 401(k) program with company match
- Additional voluntary or legally required benefits
- Potential eligibility for incentive compensation based on individual and/or company performance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
