Senior Application Specialist

4 days ago

Riyadh, Saudi Arabia RLDatix Full time

**Senior Applications Specialist**

**Background**

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, and compliance 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 and immediately through dynamic policy and procedure management.

RLDatix is truly global, with offices in London, Toronto, Chicago, Fairfax, Melbourne, Adelaide, San Jose, and Riyadh, allowing us to be at the forefront of global patient safety and 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 are always looking for people who are passionate about making a positive change in healthcare to join our team.

In line with our mission, we are looking to recruit a Senior Application Specialist to join our team in Riyadh, KSA.

**The Role**

The Senior Application Specialist needs to have the latest knowledge of software implementation best practices to provide the required options in the design of the solutions for RLDatix Products and will be primarily responsible for researching and approving the best and most cost-efficient solution to the software needs.

You will need to handle day-to-day operational aspects with the team, training and development rather than high-level strategy.

**Key Responsibilities**
- Review the support cases on the service management portal as 2nd line support and escalation point, investigate the cases/issues and determine the most suitable action to be taken accordingly.
- Commit to delivering quality solutions on time, within budget, and with mínimal disruption to our client’s business.
- Handling of the data gathering and collection phase in the implementations and providing the consultancy part.
- Provide a professional training delivery based on the training departments' adopted delivery standard.
- Attend project team meetings and provide progress reports on responsibilities.
- Commit to RLDatix service management processes, and service level management (SLA, OLA).
- Stay informed of relevant product enhancements/limitations required and circulate requirements to relevant business areas to maintain effective performance.
- Provide correct response to support cases through carrying modifications to system’s parameters and developing workaround or site-specific enhancements as needed.
- Reconfiguring system, changing operating procedures, producing additional documentation, or escalating cases to the 3rd line of support.
- Carry out work and required documentation following required standards, methodology, and procedures.
- Design and deliver necessary training courses and programs to meet business and client’s needs.
- Engage as a member of the RLDatix global research and development committee.
- Conduct data migration aspect during the projects and support services, including data migration specifications and migration work.
- Understand the user/customer requirements, needs during the pre-sales, project implementations, or help during support services.
- Review design, analysis, and code for quality and adherence to standards.
- Engage in release and change management processes.
- Manage customers’ expectations in a delicate yet assertive manner without jeopardizing company’s standing or the project deliverables.
- Work on special projects, as assigned.

**Skills and Experience**
- An energetic drive to improve the quality of healthcare
- Professionally represent the company in all activities.
- Passion to delivering outstanding customer service.
- Experience in Healthcare IT, software, or RLDatix’s products.
- A patient trouble-shooting mindset. Strong logical and analytical thinking skills.
- An eye for detail, solutions design, problem-solving, and locating the right answer to the real question.
- Ability to learn new processes, tools, and technologies (as required)
- Demonstrate ability to work in a diverse team environment.
- Ability to work on multiple projects simultaneously

**Requirements & Qualifications**
- Bachelor’s in CIS, MIS, and CS or equivalent degree, bachelor’s degree in nursing or medical/clinical field with software/IT Experience will be acceptable
- Operating system knowledge
- Project Management Professionals (PMP) certificate preferred
- Agile awareness and knowledge
- Knowledge of ITSM - (ITIL) would be preferred
- knowledge of implementing IT Systems/software in hospitals/healthcare
- Fluent Arabic & English language proficiency
- Ability to travel up to 60% of the time within Saudi Arabia, GCC, and MEA region.
- Saudi Citizen (preferred) or KSA residents with transferable sponsorship.

RLDatix offers a compensation package and comprehensive benefits package including health, paid time off, and

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