Role Summary
We are seeking a Senior L2 Application Analyst to lead L2 application support and operational delivery for a critical Healthcare EMR/EHR application portfolio. This role ensures application stability, SLA adherence, incident resolution, and operational governance in a clinical/healthcare setting. The position serves as a technical lead—guiding offshore team members, driving Knowledge Transfer (KT) and reverse shadowing, managing vendor and stakeholder relationships, and partnering with L3/engineering teams to resolve high-priority clinical application issues.

Key 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.

Required Qualifications & Skills
Healthcare Expertise: 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.
L2 Support & ITSM: Strong L2 support background with enterprise ITSM tools (ServiceNow, Remedy, etc.) covering Incident, Problem, Change, and Request Management.
Transition Experience: Hands-on experience with Knowledge Transfer (KT), shadow/reverse-shadow frameworks, and technical documentation.
Leadership: Proven ability to mentor and guide offshore support teams and manage cross-functional stakeholders.
Analytical Skills: Excellent troubleshooting, diagnostic, and root-cause analysis capabilities.

Healthcare L2 Application Analyst

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