Mid-Level Technical/Biomedical Support Analyst

At Nava, we believe in the power of technology to transform businesses — and we have a challenging and strategic opportunity waiting for you.

Come build solutions with us! 🚀

Key Responsibilities

Provide remote and on-site first-level support to physicians, residents, care teams, administrative staff, and other users;

Provide functional support for Healthcare IT solutions, including reporting systems and medical image viewers;

Guide users through system navigation, searching for and accessing exams, studies, patient histories, images, and reports;

Support workflows for report creation, review, signing, locking, cancellation, and correction;

Guide users on features such as exam comparison, series viewing, protocols, filters, preferences, profiles, and permissions;

Diagnose and resolve basic incidents related to system access, usage, performance, and functionality;

Log, classify, document, and track tickets, meeting SLAs and keeping users informed;

Gather evidence and information necessary for incident analysis, adhering to security, privacy, and LGPD policies;

Properly escalate tickets to Level 2 support, infrastructure, development, implementation, or other responsible teams;

Plan and deliver functional training to end users, either on-site or remotely;

Conduct onboarding, refresher, and update training sessions on new features, versions, and workflows;

Assist with access to support materials such as manuals, quick guides, presentations, FAQs, and tutorial videos;

Support the development of key users and multipliers within client units;

Conduct post-training follow-ups to identify recurring questions and additional training needs;

Support implementations, updates, and validations, contributing to the proper adoption of solutions;

Report inconsistencies, recurring incidents, and improvement opportunities to the responsible teams;

Contribute to updating the knowledge base and continuously improving support processes;

Maintain courteous, objective, and professional communication with users and internal teams.

Requirements and Qualifications

Bachelor's degree completed in Biomedicine, Biomedical Systems Technology, or related fields in health, technology, or medical informatics;

Knowledge of hospital environments, diagnostic imaging, and clinical routines;

Familiarity with PACS, RIS, reporting systems, and medical image viewers;

Basic knowledge of IT, networks, and operating systems, especially Windows;

Strong verbal and written communication skills, teaching ability, and ease in delivering training;

Ability to learn new technologies and translate technical knowledge into simple guidance;

Availability for remote support, domestic travel, and hybrid work models;

Intermediate or technical English proficiency is desirable.

Differentiators

Experience with technical or functional support in Healthcare IT;

Experience in hospitals, clinics, diagnostic imaging centers, or health technology companies;

Experience with reporting processes and radiology workflows;

Experience training physicians, residents, clinical teams, and administrative users;

Knowledge of PACS, RIS, HIS, DICOM, integrations, and post-processing software.