[Hiring] L2/L3 Support Engineer @NTT DATA Services

Role Description

We are currently seeking a L2/L3 Support Engineer - Surgery & Endoscopy - REMOTE to join our team in Frisco, Texas (US-TX), United States (US).

• 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 related sterile-processing/instrument-tracking workflows, including application testing, go-live/post-go-live support, reporting and integration dependencies.
• Troubleshoot application, server, interface, device/equipment connectivity, workflow, user-access, configuration, and vendor-related issues affecting perioperative and sterile-processing operations.
• 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 Surgery/Endoscopy 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, while identifying 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.

Qualifications

• L2: 3-5 years / L3: 5-8+ years of experience supporting healthcare or clinical applications in a production environment.
• 5+ years hands-on experience supporting Surgery, Endoscopy, Operating Room, Sterile Processing, or perioperative clinical application workflows.
• 3+ years hands-on experience with STERIS SPM (Sterile Processing Management), instrument tracking, or comparable sterile-processing/instrument-management platforms.
• 5+ years experience troubleshooting application workflows, integrations/interfaces, application/server configurations, device or equipment connectivity, and related technical dependencies in a hospital environment.
• 5+ years demonstrated L2/L3 incident troubleshooting and resolution within defined SLA targets, including high-priority/critical incidents.
• 5+ years hands-on experience with Incident, Problem, Change, and Service Request Management using ServiceNow or a comparable ITSM platform.
• 5+ years experience coordinating with clinical users, cross-functional IT teams, Clinical Engineering, and third-party vendors for issue resolution, upgrades, testing, and production changes.

Requirements

• Experience with STERIS SPM reporting/integration components such as ProConnect and/or ConnectAssure is highly desirable.
• Experience with instrument tracking, sterilization-cycle reporting, biological-indicator reporting, infection-prevention reporting, or sterile-processing device integration is desirable.
• 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 are preferred.

Benefits

• The starting pay range for this role is $68,076 – 118,188. Actual compensation will depend on a number of factors, including the candidate’s relevant experience, technical skills, and other qualifications.
• This position may also be eligible for incentive compensation based on individual and/or company performance.
• This position is eligible for company benefits including 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, participation in a 401k program with company match, and additional voluntary or legally-required benefits.