IT System Administrator - Clinical and Production Systems

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.

About the role

As a member of the global IT department, you have a regional focus. You will lead discussions with 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. You will support and maintain a healthy and operational environment across the systems, which 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 as the technical owner of the solutions.
  • Troubleshoot, elevate, and communicate tasks involving 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, email, or 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. Engage external vendors or partners, oversee issues through completion, testing, and communicate back to the user.
• System Administration:
  • Maintain operational excellence of the systems.
  • Monitor, maintain, and update the clinical tooling infrastructure to achieve maximum uptime and trouble-free usage.
  • Maintain contact with system vendors on the clinical tooling infrastructure to ensure all required usage guidance is maintained and 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:
  • Participate in projects to test and implement 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 of planning and building fabric discussions (electrical, networking), in liaison with appropriate business groups and colleagues.
  • Review enhancement requests with functional owners, 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 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.

Benefits

• Competitive Compensation Packages.
• Medical, Dental, and Vision Benefits.
• 401(k) Retirement Plan with employer matching contribution.
• 9 paid holidays.
• 13 vacation days, birthday, and two (2) volunteer days.
• 8 sick days within your first year of employment.
• Paid Parental Bonding.

Pay

The US base pay range for this full-time position is $68,518 - $84,630 + bonus + benefits. Pay ranges are determined by role, level, and location. The range displayed reflects the minimum and maximum target for new hire pay rates. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.