Senior Application Support Specialist
تفاصيل الوظيفة
Background RLDatix is on a global mission to improve safety in healthcare. We are innovating the most comprehensive healthcare operations platform, connecting operational processes, and delivering new data insights for improved decision-making. Our solution, the Healthcare Operations Cloud, will help shape the future of healthcare by enabling higher quality, lower costs, and greater access to care. At RLDatix we’re making healthcare safer, together . Our shared passion for meaningful work drives us, while a supportive, respectful culture makes it all possible. As a team, we collaborate globally to reach our ultimate goal—helping people. What You Will Do: As a Senior Application Specialist, you will be responsible for all the applications/systems aspects related to RLDatix products including pre-sales and project implementation. You will provide consultative and functional support to RLDatix clients and internal resources, utilizing the defined implementation process to meet project milestones. In addition to software implementation, you will handle system changes or configuration as required, providing advice on how to implement and configure RLDatix products in line with best practices to optimize features and achieve business needs. You will also need to stay updated on software implementation best practices to provide the best and most cost-efficient solutions. Your role will include handling day-to-day operational aspects with the team, training, and development rather than high-level strategy. The Senior Application Specialist will be the focal point of contact with our customers for application aspects starting from project kick-off, design, implementations, up to Hypercare support during the go-live phase. This role is fully client-facing and requires travel to clients’ sites within GCC & MEA. Key Responsibilities
- Review support cases on the service management portal as 2nd line support and escalation point, investigate cases/issues and determine suitable actions.
- Commit to delivering quality solutions on time, within budget, and with minimal disruption to our client’s business.
- Handle data gathering and collection phases in implementations and provide consultancy.
- Deliver professional training based on the training department's adopted standards.
- Plan and coordinate the analysis, design, timely implementation, and testing of applications.
- 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 and circulate requirements to relevant business areas.
- Provide correct responses to support cases through system modifications and developing workarounds or site-specific enhancements.
- Reconfigure systems, change operating procedures, and produce additional documentation as needed.
- Design necessary training courses and programs to meet business and client needs.
- Engage as a member of the RLDatix global research and development committee.
- Analyze complex user project proposals, identify omissions and requirements errors, and conduct feasibility studies.
- Conduct data migration during projects and support services, including specifications and migration work.
- Understand user/customer requirements during pre-sales, project implementations, or support services.
- Perform client requirements and system build analysis; work with subject matter experts to ensure user needs are specified and implemented.
- Review design, analysis, and code for quality and adherence to standards.
- Engage in release and change management processes.
- Manage customer expectations delicately yet assertively without jeopardizing project deliverables.
- Work on special projects as assigned.
- Energetic drive to improve healthcare quality.
- Professional representation of the company in all activities.
- Passion for delivering outstanding customer service.
- Experience in Healthcare IT, software, or RLDatix products.
- Patient troubleshooting mindset with strong logical and analytical thinking skills.
- Detail-oriented with solutions design and problem-solving abilities.
- Ability to learn new processes, tools, and technologies as required.
- Demonstrated ability to work in a diverse team environment.
- Ability to manage multiple projects simultaneously.
- Bachelor’s in CIS, MIS, CS, or equivalent; a degree in nursing or medical/clinical field with software/IT experience is acceptable.
- 3-5 years of experience as a software implementer, application specialist, or in a related area.
- Knowledge of operating systems.
- Project Management Professional (PMP) certification preferred.
- Agile awareness and knowledge.
- Knowledge of ITSM (ITIL) preferred.
- Experience implementing IT systems/software in hospitals/healthcare.
- Fluent in Arabic and English.
- Ability to travel up to 60% within Saudi Arabia, GCC, and MEA region.
- Saudi Citizen preferred or KSA residents with transferable sponsorship.
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