Application and Configuration Engineer

Falck is a is a global emergency medical services provider originating from Denmark that services 3 states in the US including: California, Oregon, and Colorado. Falck has been operating in the US since 2010 and is one of the largest private providers of emergency medical services in the country today. Our BLS and ALS services impact not only the lives of our patients, but their families and communities.

Compensation: starting $85,000 per year

What We Offer:

• Full-Time Benefits (Medical, Dental, Vision, Life)
• 401(k) with company match
• Training and Career Development
• Paid Time-Off

Position Summary:

In this role, you will be onboarded and be part of some of our most important strategic initiatives within our digital transformation across the region and within our Emergency Ambulance, 911 operations, and Revenue Cycle operations.

You will be member of global and virtual support organization across our hubs - developing, supporting and maintaining application within our core EMS services areas, specifically dispatch, fleet, planning.

In collaboration with teams, deliver and manage IT operations, ensuring SLA compliance within the region as agreed and maintained. This may include application and integration services within 911 and RCM/billing application suites.

As the configuration engineer you will be part of the regional and global EMS competency teams supporting and deploying solution and services across the region.

Candidates are expected to leverage advanced technologies to improve our healthcare and customer services. Collaborating closely with business teams and teams across our technology hubs and competency centers located in Denmark, Poland and Colombia.

You will collaborate with cross-functional teams to deploy and operate next-generation technology solutions that align with business objectives giving Falck a competitive edge.

Essential Functions:

• Act as a Subject Matter Expert (SME) related to application configuration, functionality and support.
• Deliver and manage IT operation on critical services and integration services within 911 ambulance/emergency and RCM/Billing - in close collaboration vendors, local and global stakeholders, and internal teams across global hubs.
• Take lead of coordination on ongoing maintenance and upgrade activities and ensure in collaboration with our QA/test team that relevant test level defined and executed.
• At all times ensure sustainable services for our customers and users
• Interpret and implement configuration of services based on technical specifications, requirements, and business need.
• Drive continuous improvements with product support and delivery teams, understand business needs and translate them into technical requirements.
• Ensure relevant documentation and user guides are developed and maintained.
• Cultivate strong vendor relationships and manage service quality.
• Follow security best practices including detailed documentation.
• Ensure compliance with industry regulations and company policies related to IT and data security. Oversee disaster recovery and business continuity planning efforts within area.
• Troubleshooting and resolving application and integration defects and issues proactively with and in coordination with product teams and vendors.
• Pursue continuous improvement initiatives and stay updated on emerging technologies in relation to emergency and healthcare industry.
• Administrative tasks related to vendor management.

Qualifications:

• Minimum bachelor's degree in a relevant field such as business administration combined with computer science, information technology.
• Minimum of 5-10 years of experience in enterprise companies, preferably in IT or digital organizations with progression in career and responsibilities
• In lieu of specific course work or a degree candidates may substitute work experience at 2 to 1 ratio, i.e. 2 years of work experience for 1 year of formal education. Additional certification and course work will also be considered.
• Possess excellent communication and influencing abilities to effectively convey ideas, build relationships, and collaborate with diverse stakeholders, team members, product owners, and senior leaders. Able to speak up when agenda points and decisions are unclear.
• Have a structured approach and can facilitate process mapping and ensure standardization of master data.
• Experience within 911 applications (Computer Aided Dispatch, CAD) suites. Experience using Central Square (TriTech), ZOLL Rescue Net or Logis IDS/CAD service are a plus. Knowledge with Revenue Customer Management services or ePCR/EHR solutions is also highly desired.
• Experience in ITIL and ServiceNow, Devops and agile methodologies such as Scrum or Kanban will also be advantageous.
• In-depth knowledge and experience with Microsoft platforms, including Office 365, Azure, SQL and Security tools will be an advantage.

Falck is an equal opportunity employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.