[Hiring] IT Support - Knowledge & Readiness Lead @Radiology Partners

Role Description

Capture product, platform, and architectural knowledge from cross-functional teams and translate complex technical concepts into actionable, support-ready documentation.

• Develop, maintain, and continuously improve knowledge base articles, runbooks, playbooks, and enablement materials to ensure accuracy, clarity, and operational effectiveness.
• Drive onboarding and ongoing training programs, delivering role-based learning content that supports support team readiness and performance.
• Partner with leadership, product, and development teams to prepare support organizations for new features, releases, and platform changes through proactive knowledge transfer and enablement.
• Monitor documentation health, training participation, and readiness metrics, providing data-driven insights into support preparedness, risks, and improvement opportunities.
• Participate in on-call rotations, support occasional evening or overnight operational needs, travel up to 25% as required, and contribute to additional initiatives as assigned.

Qualifications

• Proven experience as an IT Support Analyst required for this role.
• Bachelor's degree in a related field, or equivalent combination of education and experience preferred.
• Working knowledge of IT Service Management (ITSM) practices, including Incident, Change, and Problem Management.
• Strong technical writing skills with the ability to synthesize complex product and technical information into clear, support-ready documentation.
• Experience supporting SaaS, healthcare IT, or other mission-critical technology platforms in a fast-paced operational environment.
• Proven ability to lead enablement and training initiatives, influence cross-functional stakeholders, and drive outcomes with strong organizational and process discipline.

Benefits

• Competitive Benefits package – Eligibility starts the month after hire, with tiered options to choose from.
• Compensation Reviews, Career Growth Opportunities.
• Flexible Remote Schedules.
• Generous PTO Plans and Paid Holidays.
• Proudly Certified as a Great Place to Work for Five Consecutive Years.

Compensation

The salary range for this position is $100,000.00 - $115,000.00. Final determinations may vary based on several factors including but not limited to education, work experience, certifications, geographic location etc. This role is also eligible for an annual discretionary bonus. In addition to this range, Radiology Partners offers competitive total rewards packages, which include health & wellness coverage options, 401k benefits, and a broad range of other benefits such as family planning and telehealth (all benefits are subject to eligibility requirements).

Company Description

Mosaic Clinical Technologies™ is pioneering a new imaging paradigm—shifting radiology from reactive diagnostics to proactive, decision-driven care. Through our AI-native platform, MosaicOS™, we unite fragmented technologies into a single, intelligent ecosystem designed to help clinical teams work faster, think smarter and deliver better care.

• Built cloud-native and designed for continuous iteration, MosaicOS™ is engineered to solve the industry’s most pressing challenges.
• Every AI tool within MosaicOS™ is validated across tens of millions of exams to ensure safe, reliable and meaningful clinical impact.
• With a ransomware-resistant design and built-in redundancy, our platform is designed to ensure continuity of care and protect both patients and operations.
• Mosaic Clinical Technologies™ is building technology that evolves with clinicians to advance clinical excellence and improve patient outcomes.