Note: The job is a remote job and is open to candidates in USA. Mosaic Clinical Technologies is hiring a Clinical IT Operations Analyst to respond to and resolve incidents affecting its clinical technology platform. The role monitors system health, applies radiology workflow knowledge to assess clinical impact, communicates with stakeholders, and collaborates across teams to improve service quality and operational readiness.
Responsibilities
- Incident Response & Resolution: Independently assess incident severity and clinical impact, troubleshoot Mosaic platform components and integrations, contain issues, and resolve incidents using structured diagnostic methods and AI-assisted tools
- Major Incident Participation & Escalation: Collaborate with incident command during high-severity events, provide timely technical updates, recognize when additional support is needed, and escalate with clear context, impact, and recommended next steps
- Proactive Monitoring & Risk Identification: Monitor system health, alerts, and operational dashboards; identify emerging risks and recurring issues; and support effective shift handoffs and follow-up
- Clinical Workflows & Customer Communication: Apply knowledge of radiology and clinical workflows to assess potential patient care impacts, manage customer expectations, and communicate clearly and appropriately with clinical and operational stakeholders
- Documentation & Continuous Improvement: Maintain accurate incident records, resolutions, and lessons learned; use AI-assisted documentation tools responsibly; and contribute to runbooks, knowledge articles, troubleshooting guides, and post-incident reviews
- Operational Readiness & Collaboration: Partner with Response peers, leadership, engineering, product, and clinical operations teams to resolve incidents and improve service quality; maintain shift readiness and participate in on-call rotations as needed, including evening and overnight coverage and up to 15% travel
Skills
- Experience in technical support, incident response, or IT operations within healthcare IT, clinical technology, or complex SaaS environments
- Ability to independently triage and resolve complex, time-sensitive technical issues with incomplete information, using sound judgment when standard procedures are insufficient
- Working knowledge of radiology or clinical workflows
- Strong written and verbal communication skills across technical and non-technical audiences
- Demonstrated ownership and follow-through
- Ability to evaluate AI-generated analysis critically to support informed troubleshooting and resolution decisions
- Familiarity with PACS, RIS, or similar clinical platforms preferred
- With familiarity with ITIL Incident, Major Incident, and Problem Management frameworks and structured escalation processes
- Comfort working in 24/7 shift-based or on-call environments
Benefits
- Competitive benefits package, with eligibility starting the month after hire and tiered options to choose from.
- Compensation reviews
- Career growth opportunities
- Flexible remote schedules
- Generous PTO plans
- Paid holidays
- Eligible for an annual discretionary bonus
- Health and wellness coverage options, subject to eligibility requirements
- 401k benefits, subject to eligibility requirements
- Family planning benefits, subject to eligibility requirements
- Telehealth, subject to eligibility requirements
Company Overview