Application Support

Heitech Padu Berhad; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A healthcare IT solutions provider in Johor Bahru is seeking an Application Support professional responsible for ensuring continuous operations of hospital information systems. The ideal candidate will support various hospital modules and resolve application issues, requiring a diploma or degree in IT or a related field, along with 2–4 years of experience in Application Support. Proficiency in SQL and good communication skills are essential for user assistance and system management.

Qualifications

• 2–4 years experience in Application Support / L2 Support.
• Experience supporting healthcare systems is highly preferred.
• Basic knowledge of SQL and application troubleshooting.

Responsibilities

• Provide application-level support for hospital information systems.
• Analyze and resolve application errors and bugs.
• Support system configuration and minor enhancements.

Skills

Analytical skills

Troubleshooting skills

Communication with users

Understanding of hospital workflows

Education

Diploma / Degree in Information Technology, Computer Science, or Health Informatics

Tools

ServiceNow

Jira

Redmine

Job description

Overview

The Application Support is responsible for providing application-level support for hospital information systems to ensure continuous, accurate, and reliable operations. This role focuses on application issues, workflow support, data validation, and user assistance for clinical and administrative systems in a mission-critical healthcare environment.

Responsibilities

• Application Support (L2)
• Provide application-level support for HSI and related hospital modules (registration, EMR, billing, pharmacy, lab, radiology, etc.)
• Analyze and resolve application errors, bugs, data issues, and workflow problems
• Perform system checks, validation, and functional testing after fixes or updates
• Support system configuration, parameter setup, and minor enhancements
• User Support & Issue Resolution
• Act as escalation point from L1/System Support team
• Assist doctors, nurses, and hospital staff on application usage and workflow issues
• Provide on-site and remote support for application-related incidents
• Handle high-priority incidents affecting patient care and hospital operations
• Incident, Problem & Change Support
• Log, track, and manage incidents according to SLA
• Perform root cause analysis and coordinate fixes with development/vendor teams
• Support UAT, patch testing, and deployment activities
• Assist during system upgrades, go-live, and stabilization phases
• Data & Report Support
• Validate data accuracy, transaction flows, and system outputs
• Assist users in report extraction and data verification
• Support data correction or reconciliation activities (with approval)
• Documentation & Compliance
• Maintain application support documentation, SOPs, and knowledge base
• Prepare incident reports and support performance summaries
• Ensure compliance with hospital IT policies, security, and data privacy

Requirements

• Diploma / Degree in Information Technology, Computer Science, Health Informatics, or related field
• 2–4 years experience in Application Support / L2 Support
• Experience supporting HIS / healthcare systems is highly preferred
• Understanding of hospital workflows is a strong advantage
• Basic knowledge of SQL, logs, and application troubleshooting
• Willing to work on-site and on shift/on-call rotation if required
• Strong analytical and troubleshooting skills
• Ability to understand business workflows and system logic
• Good communication with users, vendors, and internal technical teams
• Able to work under pressure in critical environment
• Good documentation and reporting discipline

Added Advantage

• Experience in government hospital IT projects
• Exposure to system implementation, rollout, or stabilization
• Familiar with incident management tools (ServiceNow, Jira, Redmine, etc.)
• Knowledge of healthcare regulations and data protection