Application Support Specialist

6 months ago

Riyadh, Saudi Arabia RLDatix Full time

**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.

**About the Role**:
**Additionally, you are responsible for**:
**Client Support**:

- 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.
- Attend client meetings to conduct in-depth discovery on customer needs, working closely with customers to understand and capture requirements.

**Documentation**:

- 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**:

- 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).

**Internal IT Infrastructure**:

- Handle MEA office equipment maintenance and support (Such as employee’s laptops, office printers, CCTV etc).
- 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.
- 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.

**Ideally, we would like to acquire a talent that poses the following**:
**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

**Why would you like to work for RLDatix?**:
An opportunity to join a leading fast-growing global technology company i

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