IT Specialist

Job Purpose:

To provide functional and technical support and expertise in the configuration, support, training, deployment,

and issue resolution of medical applications, including front office and third-party related applications.

Key Responsibilities and Duties:

1. Provides 2nd-line support to Fakeeh Care entity s clinical application users to resolve technical issues promptly. Provides 1st-line support as needed.

2. Monitors, maintains, and updates clinical solutions and third-party clinical solutions/add-ons to ensure proper functioning for users.

3. Registers and documents daily work activities and support cases as required.

4. Maintains good communication with users, providing ongoing technical support and updates on case progress.

5. Troubleshoots and resolves product issues, focusing on problem resolution and maintaining related documentation.

6. Tracks and manages the progression of user cases and assigned tasks through to closure, ensuring timely resolutions.

7. Collaborates with team members to continuously improve work routines, processes, and product knowledge within the Customer Care Services department.

8. Facilitates strong working relationships with the solutions delivery team to ensure effective collaboration on projects and issues.

9. Balances project priorities to ensure that the application landscape maintains a high degree of stability and availability.

10. Ensures deliverables are functionally appropriate, technically sound, and well-integrated into the overall system.

11. Maintains accurate documentation regarding process flows, design specifications, and daily work requirements.

12. Utilizes Application Solution Manager for problem-solving, solution exploration, and daily work needs.

13. Other duties as assigned within the scope of the job.

Experience:

IT Specialist: 0 - 2 years of experience in IT support or application support in a healthcare setting.

Senior IT Specialist: Minimum of 3 years of experience in IT support or application support in a healthcare setting.

Education:

Bachelor's degree in Computer Science, Information Technology, Healthcare Informatics, or a related field. A Master's degree is a plus.

Language:

Excellent command of oral and written English and prefer Arabic.