Onsite
About Us
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 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.
What You’ll Do
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.
Who You Are
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 Vision Benefits
401(k) Retirement Plan with employer matching contribution
9 paid holidays
13 vacation days, birthday and two (2) volunteer day
8 sick days within your first year of employment
Paid Parental Bonding
The US base pay range for this full-time position is $68,518 - $84,630 + bonus + benefits. Our pay ranges are determined by role, level, and location. The range displayed on each job posting 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. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Embla Medical is committed to sustainable business practices and renowned for positively impacting people‘s health and well-being
Embla Medical is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best available individual in every job.
Embla Medical's equal opportunity policy prohibits all discrimination (based on race, color, creed, sex, religion, marital status, age, national origin or ancestry, physical disability, mental disability, military service, pregnancy, child birth or related medical condition, actual or perceived sexual orientation, or any other consideration made unlawful by local laws around the world).
Embla Medical is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all individuals involved in the operations of Embla Medical and prohibits discrimination by any employee of Embla Medical, including supervisors and co-workers.
Important Warning: Beware of fraudulent recruiters impersonating our company. Please take extra caution when asked for any sensitive personal information, such as social security numbers or bank account details. We will never ask you for any form of payment during the recruitment process. Please make sure you refer to our official website.
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