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About the role
Key responsibilities & impact- Leads managed services operations for Clinical Application modules, overseeing break/fix resolution, configuration maintenance, and system optimization.
- Mentors analyst teams, manages complex issue escalations, and drives continuous improvement of support processes.
- Ensures system stability and alignment with operational goals through proactive monitoring, trend analysis, and process standardization.
- Mentors junior staff on troubleshooting techniques, configuration best practices, and operational procedures.
- Reviews work, provides coaching across teams, and liaises with JBR partners, other practice teams, and offshore / AC teams.
- Leads complex configuration changes, system tuning, and maintenance activities across multiple Clinical Application modules.
- Validates configuration changes to ensure system integrity and alignment with operational needs.
- Designs and leads regression and validation testing cycles for configuration changes, patches, and upgrades.
- Leads support operations including ticket queue management, SLA adherence, and escalation workflows.
- Communicates effectively with executives, clinicians, and IT teams; manages stakeholder expectations around system issues, change timelines, and service levels.
Requirements
What you’ll need- Strong problem-solving and technical expertise with Clinical Applications and utilities (reporting, security, integrations with third-party systems)
- Deep understanding of healthcare workflows and regulatory requirements within Clinical Application modules (HIPAA, Joint Commission, CMS)
- English fluency required (written and verbal)
Benefits
Comp & perks- Occasional on-call and weekend rotations required
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
configuration maintenancesystem optimizationtroubleshooting techniquesregression testingvalidation testingticket queue managementSLA adherencecomplex configuration changestrend analysisprocess standardization
Soft Skills
mentoringproblem-solvingcoachingcommunicationstakeholder managementteam managementcontinuous improvementissue escalation managementcollaborationexpectation management