JOB PURPOSE

What makes ITG unique as a technology company is that our solutions ultimately impact the care of patients. Although our skills are needed in a number of industries, we in ITG apply them specifically to the noble cause of healthcare. We are "Healthcare Inspired." It is this guiding vision that pervades and positively influences every level of our organization. It shapes our mission, defines our values, and brings our leaders and employees together in a shared enthusiasm for their work, setting ITG apart as a uniquely purpose-driven company in the IT industry.

HCA ITG Application Engineer will provide development, support and maintenance of enterprise clinical applications. This position will focus on design, development and implementation of reports and data extractions. They will work directly with product and vendor teams to identify and resolve technology issues. This role includes direct customer collaboration on solutions. This position will also be responsible for collaborating with various leaders, product owners, analysts, project managers, and technical solution providers across the enterprise to ensure that clinical solutions strategically align with HCA business initiatives and enterprise standards.

As assigned by leadership, this individual will ensure proper configuration, implementation, and integration for products to meet the needs of our key stakeholders while meeting IT security standards.

MAJOR RESPONSIBILITIES AND ACCOUNTABILITIES

- Provide day-to-day operational support for enterprise applications supporting Supply Chain, warehouse management, inventory, purchasing, receiving, accounts payable, sterile processing, asset tracking, and facility operations.
- Monitor, review, prioritize, and triage application incidents, service requests, and support tickets based on business impact, urgency, and service level agreements (SLAs).
- Troubleshoot functional, workflow, access, configuration, and user-related application issues to restore normal business operations.




- Perform root cause analysis for recurring issues and recommend corrective or preventive actions.
- Escalate complex issues to application owners, technical support teams, vendors, or infrastructure teams while ensuring timely follow-up and resolution.
- Coordinate with business users, local IT, Supply Chain teams, warehouse operations, purchasing, finance, and other cross-functional departments to resolve application issues.
- Document incidents, troubleshooting steps, workarounds, resolutions, and knowledge articles to improve support efficiency and knowledge sharing.
- Maintain accurate ticket documentation, including business impact, error messages, logs, screenshots, and resolution details.
- Communicate incident status, estimated resolution times, and updates to users, management, and stakeholders throughout the support lifecycle.
- Manage ticket queues to ensure timely resolution, reduce aging incidents, and meet SLA targets.
- Support user account management, role-based security, permissions, and application access requests in accordance with organizational policies.
- Assist with application testing, validation, and user acceptance testing (UAT) for system upgrades, patches, enhancements, and new functionality.
- Support production deployments by validating application functionality and monitoring post-implementation system performance.
- Identify trends in support incidents and collaborate with technical teams to implement long-term solutions and process improvements.
- Develop and maintain support documentation, standard operating procedures (SOPs), and user guides.




- Assist with system configuration changes, application maintenance, and workplace validation where appropriate issues.
- Monitor application health, scheduled jobs, interfaces, and system alerts to proactively identify and resolve issues.
- Participate in on-call support, planned maintenance activities, and disaster recovery testing as required.
- Support business continuity by minimizing application downtime and ensuring critical business processes remain operational.
- Build and maintain strong working relationships with vendors, application owners, infrastructure teams, and business stakeholders.

REPORTING STRUCTURE

- Does this position formally supervise employees? (Y / N) • No

JOB SPECIFICATIONS

Qualification:

- Bachelors or master’s degree in computer science, Information Technology, or a related field.

Years of experience:

- 6 to 8 years of experience in Application Support or Production Support.

Skills and Capabilities:

People Management Skills - N/A

Technical Skills

The following are highlighted entrepreneurial competencies and core expectations for the job/role:

- Experience supporting SMART or other legacy enterprise applications
- Knowledge of batch processing and file transfers
- Legacy application troubleshooting

Other Skills:

- - Experience supporting enterprise applications in production environments.
- Good understanding of ETL processes and data integration.
- Familiarity with SMART or other legacy systems is preferred.
- Monitor production applications and ETL jobs.
- Resolve incidents within SLA timelines.
- Support production deployments and release activities.
- Perform data validation and reconciliation.
- Work with development teams to resolve defects.
- Prepare RCA reports and support documentation.
- Participate in on-call rotations and weekend support as needed.
- SQL (Oracle/SQL Server)

Incident Management (ServiceNow/Jira)

Log analysis and troubleshooting

📌 Product Support Analyst (Telangana)
🏢 HCA Healthcare
📍 Telangana