Application Support Specialist

4 weeks ago

Riyadh, Saudi Arabia RLDatix Full time

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, compliance, and workforce management tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively.

RLDatix is truly global, with over 1,400 employees worldwide in the UK, Europe, Middle East, Australia, Canada, and the United States allowing us to be at the forefront of global patient safety and the Governance, Risk, and Compliance (GRC) movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We’re always looking for people who are passionate about making a positive change in healthcare to join our team. Come and make an impact in a growing organization committed to patient care

**What You Will Do**:
**A crucial part of the role is to being able to**:

- Provide exceptional service support, maintain a high-quality relationship with internal teams, and coordinate in timely manner to assist defining solutions to complex support issues.
- Analyse and identify root cause and recommend improvements.
- Providing an ongoing post implementation customer support.

**Additionally, this person will be responsible for**:

- Ensuring commitment to RLDatix’s service management processes, and customer service agreed SLA thresholds.
- Ensure all work carried out and documented in accordance with required standards, methods, and procedures.
- Respond to support queries from RLDatix customers and internal users from across MEA and aboard.
- Receive support cases on our service management portal as 2nd line of support and escalation point, investigate the cases and determine appropriate actions.
- Monitor support cases progress, ensure end users and interested parties are kept informed about the progress, resolution and closing.
- Provide adequate support cases responses through making system parameters modifications, developing workarounds or sire specific enhancements, reconfiguring systems, changing operating procedures, producing additional documentation, or escalating cases where required.
- Where necessary, replicate issues experienced by customers on RLDatix internal systems and provide detailed replication steps.
- Capture problems and identify performance and utilisation trends. Acquire the necessary approvals to implement the corrective actions and avoid further problems arising (Problems Management).
- Document all diagnostic and resolution activities in the Case Management System and create/update knowledge base articles where appropriate.
- Follow the business reporting process to the relevant internal team, and coordinate resolution with the relevant team where a defect is suspected or confirmed.
- Identify and report any product enhancement suggestions through the appropriate channels.
- Provide best practice information and advice relating to our governance, risk, and compliance product suite.
- Deliver product related presentation for customers and staff.
- Provide regular reporting on KPI’s and workload, and complete weekly timesheets.
- Mentor and coach new and existing staff.
- Stay up to date with company’s products, initiatives, relevant product enhancements / limitations and trends in the healthcare industry to support customer services initiatives.
- Collaborate with other departments (e.g. Product Management) to maintain an ongoing understanding of features and functionality and translate the information into best practices for software optimisation.
- Attend client meetings to conduct in depth discovery on the customer’s needs and working closely with customers to understand and capture requirements.

**Requirements & Qualifications**
Essential:

- Bachelors in CIS, MIS, and CS or equivalent related degree.
- 3 - 4 years’ experience as the software industry or equivalent software support area.
- Integrations Protocols and standards knowledge, such as API’s - HL7
- Good knowledge of integration engines, such as Mirth connect and Rhapsody.
- Good knowledge of Windows server administration.
- Good knowledge of SQL Server, MySql and SQL Statements
- Good knowhow of Virtual machines and infrastructure architecture
- Fluent Arabic & English language proficiency
- Ability to travel up to 60% of the time within Saudi Arabia, GCC, and MEA region.

Desirable:

- ITIL Foundation certified.
- Good knowledge of ITSM - (ITIL).
- Saudi National or KSA residents with transferable sponsorship.

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