Job Description

Job Description: Level 3 ITIL Support Technician 3M 360 M*Modal Products

About the Role:
We are seeking an experienced and highly motivated Level 3 ITIL Support Technician to provide advanced application and infrastructure support for 3M 360 Encompass, M*Modal dictation and transcription solutions, and associated healthcare IT systems. The role requires deep technical expertise, ITIL process familiarity, and domain understanding of healthcare provider environments, including medical coding, transcription, and HL7 interfaces.


This position supports HCLTech clients for Solventum formerly 3M Health Information Systems products and involves coordination with internal teams and product vendors to troubleshoot, monitor, and enhance critical applications.

Key Responsibilities:
Provide Level 3 support for 3M 360 Encompass, M*Modal dictation systems, and related healthcare applications.
Troubleshoot issues related to Windows Server OS, Citrix, IIS, ASP.NET, SQL Server, HL7XML interfaces, and network components.
Conduct server and application monitoring, performance tuning, and manage alertsescalations using monitoring tools e.g., SolarWinds, Splunk.
- Resolve tickets end-to-end using ITSM platforms e.g., ServiceNow, including root cause analysis, documentation, and timely communication.
- Participate in client calls for support, implementation, performance reviews, and product upgrades.
- Represent HCLTech and the client in communications with vendors and internal stakeholders.
- Collaborate with cross-functional teams on projects, documentation, and knowledge transfer.
- Maintain SLAs, support ITIL-aligned Incident, Request, and Change Management processes.
- Assist with user provisioning, access issues, server patching, and application upgrades.
- Generate technical reports and support operational team workflows.
- Ensure adherence to security, privacy, and compliance standards e.g., HIPAA when handling sensitive healthcare data.
- Follow organizational protocols for handling Protected Health Information (PHI).
- Document recurring issues, SOPs, and knowledge base articles to support efficient troubleshooting and onboarding.
- Provide after-hours and on-call support as required.
- Demonstrated ability to communicate technical information effectively to both technical and non-technical stakeholders.

Qualifications
Basic Qualifications:
- Bachelor's Degree or higher from an accredited institution.
- Minimum 5 years of experience in technical or application support.
- At least 3 years of experience in Database Administration (MS SQL preferred).
- At least 3 years of experience in Networking and Server Administration.
Key Competencies and Domain Knowledge:
- Strong experience with CitrixTerminal Services, IIS, Windows Server, Active Directory, and SQL Server.
- Working knowledge of healthcare software, medical coding, transcription, and dictation systems.
- Familiarity with HL7 messaging standards and clinical documentation workflows.
- Experience with 3M HIS product suite, especially 360 Encompass and M*Modal.
- Proven analytical, problem-solving, and communication skills.
- Ability to work independently and within a team in a fast-paced environment.
Work Conditions.
- Will require flexible working hours, including after-hours and on-call support.
- Must adhere to HCL corporate quality standards, policies, and procedures.

Job Tags

Flexible hours,

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