IT System Administrator - Clinical and Production Systems

About the role

At Embla Medical , we are a purpose-driven company dedicated to improving people's mobility through the delivery of Prosthetics, Neuro Orthotics, Bracing & Supports and Patient Care. We do this with compassion and innovation, from how we design our award-winning mobility solutions to how we operate our network of patient care clinics. We are dedicated to providing the best possible care to our patients to help them live Life Without Limitations. As member of the global IT department, you have a regional focus. Leading discussions with the system and process owners on the support, maintenance, and delivery of the IT clinical based tooling infrastructure (typically 3D scanners) and IT facility fabric, in line with global guidelines. Supporting and maintaining a healthy and operational environment across the systems. The systems involved span - Contact Centers, EMR Systems, and other supporting systems.

Responsibilities

• Service Desk: Provide (2nd) skilled support to functional owners, end users and within IT.
• Maintain the deployment, assets, and software related to clinical hardware tooling and software services they utilize - as the technical owner of the solutions.
• Troubleshooting, Elevation, and communication tasks involving the EMR systems and related software integrations.
• Provide specialist level user support on clinical hardware tooling and associated services by answering questions and resolving issues for internal customers - in person, via telephone, via email, or via online tooling.
• Provide troubleshooting assistance, finding the root cause for issues.
• Manage escalated issues in line with the Service Level Agreement. Applying proper categorization and timely resolution of tickets and rerouting wrongly assigned tickets.
• Escalate complex issues to appropriate channels internal or external. Engaging external vendors or partners, overseeing issues through completion, testing, and communicating back to the user
• System Administration: Maintain operational excellence of the systems
• Monitor, maintain and update the clinical tooling infrastructure to achieve maximum up time and trouble-free usage.
• Maintain contact with system vendors on the clinical tooling infrastructure to ensure all required usage guidance is maintained & executed.
• Assess current tool utilization and recommend operational best-practices to ensure standardization and efficiencies.
• Maintain FAQ documents and knowledge base pages as new functionality is introduced.
• Perform basic updates to the systems, maintain user permissions, user roles, profiles, and hierarchies, maintain security and data protection.
• Liaise with stakeholders in relation to improvements, planning or issues and provide future recommendations.
• Perform internal system audits, monitor application and hardware usage and licensing.
• Provide administrative support to various Contact Centers.
• Project Participation: The role is a member of the global IT organization and participates in projects from the Project Office and IT Operations team.
• Participate in projects to test and implement the clinical hardware tooling setups in new locations to required usage standards.
• Participate in facilities projects, sometimes as the point of contact for IT in terms planning and building fabric discussions (electrical, networking), in liaison with the appropriate business groups and colleagues as needed.
• Review enhancement requests with functional owner. Analyze the request and properly document the technical requirements for the project or development process
• Offer a sparring partner role for functional owners on system options. Working closely together with the process/business owner and users.
• Participate in projects to test and deploy new features to the organization.
• Responsible for the coordination, planning, and execution of project tasks.

Requirements

• Bachelor's degree in computer science
• 5-7 years of relevant experience
• Working experience with Agile methodology and Service Desk applications
• Experience with specialist hardware and multi-user application device support in a clinical environment
• Understanding of IT in relation to facilities, cabling and building infrastructure IT services
• Good knowledge of English (spoken and written), additional regional languages are a plus
• Ability to manage multiple priorities and collaborate with stakeholders in a fast-paced environment
• Good communication skills, both orally and written
• Why You'll Feel Good Working Here
• Join our team if you want to make a lasting impact; we will support you along the way.
• Global organization with a network of employees around the world
• We believe in the importance of people's growth and development
• At Embla Medical we celebrate different ideas, perspectives and backgrounds
• Joining Embla Medical is not just taking a job, patients we care for depend on us to help them get back their freedom and livelihood
• Competitive Compensation Packages
• Medical, Dental, and Visi

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