Application Support Specialist

About RLDatix

Every day, thousands of patients worldwide suffer harm from preventable care delivery errors. RLDatix is committed to changing this reality. Our mission is to enhance healthcare by creating a world where patients consistently receive the best and safest care possible. Trusted by numerous clients globally, our integrated healthcare operations platform combines software and trusted services to empower organisations with critical data insights across risk, safety, compliance, provider life-cycle, and workforce management. Our user-centric approach offers a real-time, holistic view of healthcare operations, seamlessly connecting disparate information across the enterprise. This empowers organisational leaders with contextualised data to make more informed decisions.

RLDatix is truly global, with over 2,000 employees across the UK, Europe, the Middle East, Australia, Canada, and the United States. Our strategy revolves around both organic and inorganic growth, uniting exceptional minds, and cutting-edge technology, including AI, to deliver market-leading solutions for our clients. We are seeking individuals to join our team who are deeply passionate about driving positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.

As an Application Support Specialist at RLDatix, you will be reporting to the Client Support Team Lead and will be playing a crucial role in ensuring the smooth operation and support of our diverse range of applications. You will primarily join our 2ndline support team to assist in resolving customer's complex issues and escalations related to our products and solutions. In addition, you will supply IT support to our MEA internal team.

You will be collaborating with cross-functional teams to provide technical assistance, troubleshoot issues, and deliver exceptional customer experience. The ideal candidate should be detail-oriented, possess excellent communication skills, and is passionate about delivering high-quality support to end-users.

Client Support:

• Provide 2ndline support for clients experiencing issues with the application, ensuring timely resolutions and effective communication as per our SLA.
• Collaborate with internal team and external vendors to escalate and resolve complex issues.
• Receive support cases, conduct thorough analysis of reported issues, identify root causes, recommend and implement solutions.
• Provide ongoing post-implementation client support.
• Provide on-call support for complex and critical (P1) computer application problems and issues.
• Attend client meetings to conduct in-depth discovery on customer needs, working closely with customers to understand and capture requirements.
• Support and participate in the technical support tasks (installation, configuration, and setup) of the application.
• Provide Go-Live support for both application and technical aspects.

Documentation:

• Maintain documentation for troubleshooting carried out as per procedures, FAQs, and application support processes as per agreed SLA.
• Create and update user guides and training materials to enhance end-user understanding and capabilities.
• Document all diagnostic and resolution activities in the Case Management System and create/update knowledge base articles as needed.

User Training:

• Conduct training sessions on new features, updates, and best practices to optimise application usage for customers and team members when required.
• Collaborate with the training team to continuously improve training programs based on user feedback and evolving needs.
• Stay current with the company's products, initiatives, relevant product enhancements/limitations, and trends in the healthcare industry to support customer service initiatives.

Quality Assurance:

• Deliver comprehensive support case responses by making necessary system parameters modifications, developing effective workarounds, implementing enhancements and re-configuring systems.
• Participate in the testing and validation of new releases and updates to ensure compatibility and stability.
• Escalate to team lead and provide feedback to the development team on potential improvements and enhancements based on the user experiences.
• Suggesting adjustments to the operating procedures, producing supplementary documentation, or escalating cases as needed.
• Where required, replicate customer-reported issues on internal RLDatix systems and furnish detailed replication steps.
• Capture and analyse problems, identifying performance and utilisation trends. Obtain necessary approvals for corrective actions to prevent recurring issues (Problem Management).
• Analyse application logs to determine the root cause of functional issues and follow the business reporting process to communicate to the relevant internal team.

Internal IT Infrastructure:

• Handle MEA office equipment maintenance and support (Such as employee's laptops, office printers, ).
• Manage internal systems environments hosted on Azure.
• Admin of O365 supporting MEA Team members.
• Admin of SharePoint MEA customised portal.

Monitoring and Reporting:

• Monitor support cases progress and ensure customers are kept informed about the progress, resolution, and closing.
• Monitor application performance and proactively identify potential issues before they impact clients.
• Generate regular reports on support ticket trends, resolution times, and user satisfaction to guide continuous improvement efforts.
• Coordinate resolution with the appropriate team if a defect is suspected or confirmed.
• Identify and report product enhancement suggestions through the designated channels.
• Generate regular reports on KPIs and workload, and complete weekly time-sheets.
• Review design, analysis, and code for quality and adherence to standards.

Essential

• Bachelor's degree in CIS, MIS, and CS or equivalent related degree.
• 3 – 4 years of experience in software support in SAAS solutions, preferably in healthcare.
• Integrations Protocols and standards solid knowledge.
• Good knowledge of Windows server administration.
• Proficiency in SQL Server and SQL Statements.
• Excellent Arabic & English proficiency (spoken & written)
• Ability to work on multiple projects simultaneously
• Ability to travel 50 – 60% of the time within Saudi Arabia, the GCC and MEA region.

Desirable

• Certification of ITIL Foundation
• Good knowledge of ITSM

An opportunity to join a leading fast-growing global technology company in the healthcare industry in MEA. Work with a diverse team in a company recognised globally as a Most Loved Workplace in the UK and Top 100 Most Loved Workplaces.

Some examples of our benefits:

• Fitness/Gym Subscription.
• Flexible / Hybrid working; enabling mix working from home and the office as required by their manager.
• Private Health insurance.
• Enhanced pension coverage.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.