COTS Application Support Tech Lead

Job Summary :

We are seeking a COTS Application Support Specialist with strong technical and analytical expertise to support and maintain healthcare and CRM-based commercial off-the-shelf (COTS) applications. The ideal candidate will have hands-on experience with Electronic Health Records (EHR), Revenue Cycle Management (RCM), and Customer Relationship Management (CRM) systems. This role requires proficiency in SQL scripting, ETL processes, and configuration management, ensuring smooth system performance, data integrity, and compliance with healthcare data standards.

Key Responsibilities :

Provide application support and maintenance for EHR, RCM, and CRM systems such as Epic, Cerner, Allscripts, or Salesforce Health Cloud.

Perform advanced SQL scripting for data correction, extraction, and validation.

Manage and troubleshoot ETL or SSIS data processing workflows.

Oversee configuration management to ensure system consistency and accuracy.

Identify, analyze, and resolve application issues, ensuring timely incident resolution and minimal downtime.

Collaborate with business users, technical teams, and vendors to address system and data-related problems.

Document support processes, issue resolutions, and contribute to internal knowledgebase creation.

Ensure compliance with healthcare data standards and best practices in data integrity and security.

Participating in incident, change, and escalation management as per ITIL standards.

Qualifications :

Education : Bachelor’s degree in computer science, Information Systems, or a related discipline.

Experience : 4–7 years of hands-on experience in COTS application support, preferably within the healthcare domain.

Technical Skills :

Experience supporting EHR / RCM / CRM systems (Epic, Cerner, Allscripts, or Salesforce Health Cloud).

Proficiency in SQL scripting for advanced data analysis and correction.

Knowledge of ETL or SSIS processes and data pipeline management.

Strong configuration management and application troubleshooting expertise.

Familiarity with integration tools (Mirth, Cloverleaf) is an advantage.

Understanding of healthcare data standards such as HL7 or FHIR preferred.

Exposure to reporting tools like SSRS or Crystal Reports is a plus .

Soft Skills :

Strong analytical and problem-solving skills for efficient issue triage and prioritization.

Excellent written and verbal communication for user interaction and documentation.

Ability to work collaboratively with technical and clinical teams.

Customer-service-oriented approach, with empathy towards end-users and healthcare professionals.

Adherence to ITIL processes for incident categorization, escalation, and resolution.