Note: The job is a remote job and is open to candidates in USA. Kodeva LLC is seeking a Senior L2 Application Analyst to support and operationally manage a critical Healthcare EMR/EHR application portfolio. The role focuses on application stability, SLA adherence, incident resolution, operational governance, offshore team guidance, stakeholder and vendor coordination, and collaboration with L3 and engineering teams.
Responsibilities
- Healthcare Application & L2 Support: Provide hands-on L2 support for core EMR/EHR platforms and integrated clinical systems. Troubleshoot, investigate, and resolve incidents and service requests within strict SLA targets
- Transition & Knowledge Management: Lead KT sessions, shadowing, and reverse shadowing. Maintain up-to-date runbooks, SOPs, system architecture diagrams, and clinical workflow documentation
- Portfolio Governance: Own the operational health and lifecycle of assigned EMR/EHR applications. Track recurring issues, system dependencies, technical debt, and vendor support schedules
- Offshore Leadership: Provide day-to-day functional and technical guidance to offshore support analysts. Conduct code/ticket quality reviews and ensure process compliance
- Stakeholder & Vendor Coordination: Serve as the main operational point of contact for clinical users, application owners, SMEs, and healthcare software vendors. Facilitate communication and escalations during major incidents
- Continuous Improvement: Participate in Root Cause Analysis (RCA) and problem management to reduce recurring incidents and optimize system performance
Skills
- 3+ years of experience supporting EMR/EHR systems (e.g., Epic, Cerner, MEDITECH, Allscripts, or similar EHR systems) and familiarity with clinical workflows and data exchange
- Strong L2 support background with enterprise ITSM tools (ServiceNow, Remedy, etc.) covering Incident, Problem, Change, and Request Management
- Hands-on experience with Knowledge Transfer (KT), shadow/reverse-shadow frameworks, and technical documentation
- Proven ability to mentor and guide offshore support teams and manage cross-functional stakeholders
- Excellent troubleshooting, diagnostic, and root-cause analysis capabilities
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