Senior Support Lead

Job description

Job Description – MD-Staff Support Engineer Application Support Analyst / Senior Application Support Analyst - MD-Staff & MD-STAT Position Summary The Application Support Analyst is responsible for providing Level 2 support for the MD-Staff and MD-STAT applications that support provider credentialing, enrollment, physician demographics, privileges, appointments, and related healthcare provider data management processes. The role involves incident resolution, user provisioning support, reporting, data validation, application maintenance, and coordination with Service Desk, infrastructure teams, identity management teams, and application vendors to ensure stable and reliable application operations. Key Responsibilities Key Responsibilities Application Support & Incident Management Provide Level 2 operational support for MD-Staff and MD-STAT applications. Investigate, troubleshoot, and resolve application incidents and service requests. Analyze recurring issues and perform root cause analysis to identify permanent fixes. Coordinate with vendors and cross-functional teams for complex issues and escalations. Ensure adherence to defined SLAs and support processes. User Access & Provisioning Support physician and provider account provisioning activities. Manage user access, role assignments, and privilege updates. Investigate account synchronization and access-related issues. Work closely with Identity and Access Management teams for user lifecycle support. Provider Credentialing & Data Management Support provider credentialing, enrollment, physician demographic, appointment, and privilege data management processes. Validate application data accuracy and consistency across integrated systems. Investigate and resolve data discrepancies impacting downstream applications. Assist in onboarding new hospitals, ministries, or healthcare entities into the application. Reporting & Data Extracts Generate and support scheduled and ad-hoc reports. Support monthly provider and compliance-related reporting activities. Monitor and troubleshoot outbound data extracts and file transfers. Ensure timely delivery of reports to downstream business systems. Change, Release & Maintenance Support Participate in application upgrades, patches, and maintenance activities. Execute validation and testing activities for application changes. Support implementation of configuration updates and enhancements. Maintain technical and operational documentation. Collaboration & Continuous Improvement Work with Service Desk, Infrastructure, Security, IAM, and Vendor teams. Contribute to knowledge articles and operational documentation. Identify automation and process improvement opportunities. Participate in on-call and production support activities as required. Required Qualifications Bachelor’s degree in computer science, Information Technology, Healthcare Information Systems, Engineering, or a related field. 3+ years of experience in Application Support, Production Support, or Healthcare IT Support. Experience supporting enterprise applications in a production environment. Strong understanding of Incident, Problem, and Request Management processes. Experience working with databases and data analysis. Strong troubleshooting and analytical skills. Excellent verbal and written communication skills. Experience working with ServiceNow or similar ITSM platforms. Preferred Qualifications Experience supporting healthcare applications or provider credentialing systems. Knowledge of healthcare provider enrollment, credentialing, and privileging processes. Experience supporting Identity and Access Management integrations such as SailPoint. Understanding of healthcare regulatory and compliance requirements. Experience with file transfer solutions such as MOVEit. ITIL Foundation certification. Experience working with healthcare organizations, hospitals, or provider networks. Skill Requirements Key Skills Functional Skills Application Support Provider Credentialing Provider Enrollment User Provisioning Access Management Incident Management Problem Management Reporting & Analytics Technical Skills MD-Staff MD-STAT ServiceNow SailPoint SQL Data Analysis File Transfer Monitoring Application Monitoring Root Cause Analysis Soft Skills Customer Focus Stakeholder Management Problem Solving Communication Team Collaboration Documentation Time Management Continuous Improvement Primary Applications: MD-Staff and MD-STAT Support Level: L2 Application Support Domain: Healthcare Provider Credentialing & Provider Data Management Other Requirements Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Copyright © 2026 HCL Technologies Limited Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled Vimeo Vimeo is a video hosting, sharing, and services platform focused on the delivery of video. Opting out of Vimeo cookies will disable your ability to watch or interact with Vimeo videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider Vimeo YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube Advertising Cookies These cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that thes