Application Support Engineer

The Radiology PACS & Imaging Support Engineer will be responsible for providing application maintenance and support activities across all Radiology Imaging platforms (including PACS). This role ensures all the applications are healthy and actively serving the business users.

Key Responsibilities

• Good understanding of incidents, problems, and change management for the imaging application portfolio, coordinating across clinical, imaging operations, infrastructure, and vendor application teams to resolve issues and minimize clinical disruption.
• Troubleshoot issues reported by business users to identify root cause and fix the issues within SLAs - provide work arounds as quick fixes and implement the permanent fixes
• Coordinate minor upgrades to the applications and validate the application post upgrades/patch implementation
• Participate in go-live cutovers, troubleshoot escalated issues, and ensure rapid resolution of integration or configuration problems.
• Engage with clinical stakeholders to gather feedback and ensure optimized workflows for clinical staff.

• Apply incident, problem, and change management practices for the imaging application portfolio, coordinating across clinical, imaging operations, infrastructure, and vendor application teams to resolve issues and minimize clinical disruption.
• Troubleshoot issues reported by business users to identify root cause and resolve them within SLAs - providing workarounds as quick fixes and implementing permanent fixes.
• Proactively monitor application health, respond to alerts, and act on emerging issues before they impact clinical users.
• Coordinate minor upgrades to the applications and validate the applications post upgrade / patch implementation.
• Participate in go-live cutovers, troubleshoot escalated issues, and ensure rapid resolution of integration or configuration problems.
• Execute planned and unplanned imaging downtime procedures and clinical workarounds and support post-downtime reconciliation.
• Engage with clinical stakeholders to gather feedback and ensure optimized workflows for clinical staff.
• Write and maintain runbooks and knowledge-based articles to standardize resolution and reduce repeat incidents.
• Familiarity with ITIL service management practices and ITSM/ticketing tools (e.g., ServiceNow).
• Excellent troubleshooting and problem-solving skills in complex imaging environments.
• Strong communication skills, with the ability to interact effectively with clinical and technical stakeholders.

• ITIL v4 Foundation (or higher) certification.
• Vendor / product certifications relevant to the supported PACS and imaging platforms.
• Experience supporting diagnostic viewer delivery in virtualized environments (e.g., Citrix/VDI).
• Experience in large-scale, multi-site enterprise imaging deployments and hypercare operations.