Lead - AOC Engineer

Position Summary The Application Support Specialist provides technical and functional support for healthcare software systems (such as EHR/EMR and related clinical/administrative applications), ensuring optimal performance, user satisfaction, and compliance with healthcare standards. This role serves as a key liaison between clinical users, IT teams, and external vendors to troubleshoot issues, train users, implement updates, and continuously improve application usability. Key Responsibilities Technical User Support Respond to and resolve application support requests from clinical, administrative, and operational users in a timely manner. Troubleshoot software issues, diagnose root causes, and escalate complex problems when necessary. Provide Tier 1 and Tier 2 application support across systems such as EMR/EHR, practice management tools, and other clinical applications. Application Management Maintenance Assist with application configuration, system updates/patches, testing, and validation activities. Perform user setup and maintenance of roles, permissions, and access rights to ensure secure system use. Monitor application performance, interpret alerts, and take action to maintain uptime and reliability. Training Documentation Create and maintain knowledge base articles, user guides, SOPs, and support documentation. Conduct end-user training sessions on application features, workflows, best practices, and new releases. Workflow Process Improvements Analyze clinical and non-clinical workflows to recommend application enhancements that improve efficiency and user experience. Work with stakeholders to gather requirements for application changes and support implementation. Vendor Stakeholder Collaboration Act as point of contact with third-party vendors and partners to resolve issues, coordinate updates, and optimize system performance. Partner with IT development, operations, and clinical informatics teams to support strategic initiatives. Compliance Security Ensure activities comply with healthcare regulations and standards (e.g., HIPAA) and uphold data integrity and confidentiality. Required Qualifications Experience: years of application support or healthcare IT experience, preferably with EHR/EMR systems. Technical Skills: Experience supporting clinical and administrative healthcare applications. Proficiency with ticketing systems (e.g., ManageEngine SDP), basic SQL, and application monitoring tools preferred. Familiarity with healthcare workflows, clinical terminology, and regulatory requirements. Soft Skills: Excellent communication and customer service skills. Analytical thinking and problem-solving capabilities. Ability to work independently and collaboratively with cross-functional teams. Work Environment Standard office setting with potential for hybrid or remote work depending on organizational policy. May require occasional travel within facilities or to vendor/provider sites. On-call rotation or extended support hours during system upgrades or critical incidents may be necessary. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.