[Hiring] Laboratory Applications Support Analyst @NTT DATA Services

Role Description

We are seeking an experienced Laboratory Applications Support Analyst (L2) to provide functional and technical support for Laboratory Information Systems (LIS), middleware platforms, analyzer interfaces, blood bank applications, and laboratory operational systems. The candidate will play a critical role in maintaining uninterrupted laboratory operations by supporting specimen processing workflows, instrument connectivity, result reporting, quality control processes, and regulatory compliance requirements.

The ideal candidate will possess strong healthcare laboratory domain expertise combined with hands-on experience supporting LIS platforms, laboratory middleware solutions, analyzer integrations, and laboratory quality programs within hospital and reference laboratory environments.

Key Responsibilities

• Laboratory Information System (LIS) Support
  • 5+ years of experience in providing L2 production support for Laboratory Information Systems (LIS) and associated applications.
  • Support end-to-end laboratory workflows including:
    • Order entry and accessioning
    • Specimen collection and tracking
    • Specimen processing
    • Result entry and verification
    • Critical result management
    • Report distribution
  • Investigate and resolve application issues impacting laboratory operations.
  • Collaborate with laboratory leadership, pathologists, and operational teams to optimize workflows and system performance.
• Analyzer and Device Interface Support
  • 5+ years of experience in monitoring, troubleshooting, and maintaining connectivity between LIS and laboratory analyzers.
  • Support laboratory instrument integrations utilizing:
    • HL7 messaging
    • ASTM protocols
    • Device communication interfaces
  • Resolve analyzer communication failures, interface queue issues, and result transmission errors.
  • Coordinate with vendors and infrastructure teams to restore connectivity and system functionality.
• Middleware Administration & Support
  • 5+ years of experience in supporting laboratory middleware platforms and automation solutions.
  • Configure and maintain:
    • Autoverification rules
    • Reflex testing workflows
    • Result routing logic
    • Instrument integration mappings
  • Troubleshoot middleware processing issues impacting result delivery and workflow efficiency.
  • Validate interface changes and system enhancements before production deployment.
• Blood Bank & Transfusion System Support
  • 5+ years of experience in supporting blood bank and transfusion medicine applications.
  • Maintain workflows related to:
    • Blood product management
    • Crossmatching
    • Specimen tracking
    • Product dispensing
  • Support barcode labeling standards including:
    • ISBT-128 labeling
    • Product traceability requirements
  • Assist with compliance requirements from AABB and other regulatory bodies.
• Order & Result Management
  • 5+ years of experience troubleshooting issues involving:
    • Order/result loops
    • Missing results
    • Duplicate results
    • Delayed result delivery
    • Interface routing failures
  • Perform root cause analysis on laboratory workflow disruptions.
  • Validate corrective actions and system fixes.
• Quality Control & Compliance Support
  • 5+ years of experience supporting laboratory quality assurance and quality control programs.
  • Assist with:
    • QC monitoring
    • QC exception management
    • Instrument validation activities
    • Regulatory reporting
  • Ensure adherence to laboratory accreditation standards and audit requirements.
  • Provide support for CAP, CLIA, AABB, and organizational compliance initiatives.
• Reporting & Analytics
  • Develop and support operational and management reports for laboratory leadership.
  • Extract and analyze laboratory data to provide insights on:
    • Test volumes
    • Turnaround times (TAT)
    • Analyzer utilization
    • Quality metrics
    • Productivity indicators
  • Support ad-hoc reporting requests from clinical and operational stakeholders.
• Application Maintenance & Release Management
  • Participate in system upgrades, patches, hotfix implementations, and application releases.
  • Perform impact assessments, testing, validation, and post-implementation support.
  • Maintain application documentation, support procedures, and configuration records.
  • Coordinate release activities with laboratory and vendor teams.
• Incident, Problem & Change Management
  • Resolve complex production incidents and service requests.
  • Participate in major incident management and escalation processes.
  • Conduct root cause analysis and drive long-term corrective actions.
  • Ensure compliance with SLA and operational service targets.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Healthcare Informatics, Medical Laboratory Science, or related field.
• L2 Support: 7+ years of experience supporting enterprise laboratory systems, integrations, and complex troubleshooting.
• Experience supporting hospital, health system, diagnostic laboratory, or reference laboratory environments.

Requirements

• Strong understanding of laboratory workflows including:
  • Specimen collection
  • Specimen accessioning
  • Processing and testing
  • Result verification and reporting
  • Blood bank operations
• Knowledge of laboratory quality control (QC) and quality assurance (QA) processes.
• Understanding of laboratory accreditation and compliance requirements.
• Technical Skills - 5+ years of experience in the below:
  • Experience supporting Laboratory Information Systems (LIS).
  • Hands-on experience with:
    • HL7 interfaces
    • ASTM communication protocols
    • Analyzer integrations
    • Middleware solutions
  • Knowledge of autoverification workflows and rules management.
  • Experience troubleshooting interface and connectivity issues.
  • Familiarity with SQL queries, reporting tools, and data extraction processes.

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 program.
• Participation in a 401k program with company match.
• Additional voluntary or legally-required benefits.