Senior Application Support Specialist
Job details
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 primarily 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 configurations where required, providing advice to clients on how to implement and configure RLDatix products in line with current best practices to optimize features and achieve business needs. 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. You will also be responsible for researching and approving the best and most cost-efficient solutions to software needs. You will handle day-to-day operational aspects with the team, training, and development rather than high-level strategy. The role is fully client-facing and will require travel to clients’ sites within GCC & MEA. Key Responsibilities
- Review support cases on the service management portal as 2 nd line support and escalation point, investigating cases/issues and determining the most suitable action.
- Commit to delivering quality solutions on time, within budget, and with minimal disruption to our client’s business.
- Gather and collect data during implementations and provide consultancy.
- Deliver professional training based on the training department's adopted standards.
- Plan and coordinate analysis, design, timely implementation, and testing of application builds.
- Attend project team meetings and provide progress reports on responsibilities.
- Commit to RLDatix service management processes and service level agreements (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 as needed.
- Reconfigure systems, change operating procedures, produce documentation, or escalate cases to the 3 rd line of support.
- 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, conduct feasibility studies, recommend approaches, and develop application designs for approved projects.
- Conduct data migration aspects during projects and support services.
- Understand user/customer requirements during pre-sales, project implementations, or support services.
- Perform requirement and system build analysis; work with subject matter experts to ensure user needs are correctly 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.
- An energetic drive to improve the quality of healthcare.
- A passion for delivering outstanding customer service.
- Experience in Healthcare IT, software, or RLDatix’s products.
- A patient troubleshooting mindset with strong logical and analytical thinking skills.
- An eye for detail, solutions design, problem-solving, and locating the right answers.
- Ability to learn new processes, tools, and technologies as required.
- Demonstrated ability to work in a diverse team environment.
- Ability to work on multiple projects simultaneously.
- Bachelor’s in CIS, MIS, CS, or equivalent; a bachelor’s degree in nursing or medical/clinical field with software/IT experience is acceptable.
- 3 – 5 years’ experience as software implementer, application specialist, or equivalent.
- Operating system knowledge.
- Project Management Professional (PMP) certificate preferred.
- Agile awareness and knowledge.
- Knowledge of ITSM (ITIL) preferred.
- Experience in implementing IT systems/software in hospitals/healthcare.
- Fluent in Arabic & English.
- 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.
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