Application Support Specialist at Health Matrix

Health Matrix; Riyadh; Presencial; SAR 78.000 - 145.000; Jornada completa

Descripción de la vacante

Health Matrix in Riyadh, Saudi Arabia, seeks an Application Support Specialist to provide first-line support for Health Matrix products on-site. You will log, diagnose, and resolve issues while coordinating with product teams to implement changes or configurations.

The role requires a bachelor in computer science or equivalent, 2+ years in IT healthcare, and familiarity with ITIL. Strong communication and problem-solving skills are essential, as is the ability to work across Saudi Arabia and GCC

Formación

• Bachelor degree in computer science or equivalent.
• 2+ years of experience in IT healthcare.
• ITIL knowledge and ITSM familiarity preferred.
• Experience in healthcare domain is preferred.
• Strong interpersonal and communication skills.

Responsabilidades

• Receive and log cases for support on the service management portal and investigate issues.
• Prioritize cases according to agreed SLA.
• Provide correct responses by modifying system parameters, workarounds, or escalating cases to 2nd/3rd line support.
• Ensure all work is documented per required standards, methods and procedures.
• Monitor applications and review reports for utilization and performance trends.
• Note problems and identify performance trends to prevent incidents.
• Support Health Matrix service level management (SLA/OLA) and post-implementation support.

Conocimientos

Interpersonal skills

Communication skills

ITSM knowledge

Educación

Bachelor degree in computer science

ITIL V3 Foundation certificate (preferred)

Descripción del empleo

Application Support Specialist

Riyadh, Saudi Arabia Job Description

Customer Relationship Personal Evolution Autonomy Administrative Work Technical Expertise

This Full time on site position offers great opportunities for career growth.

The prime responsibility of the application support specialist will be supporting of Health Matrix products as first line of support for all communications, as well as, participating in the products implementation, changes or configuration where required. The application support specialist delivers a service advising to clients on how to use Health Matrix’s products in line with current best practice. The application support specialist takes into account the objectives and goals of the clients and advises them on how to configure and use Health Matrix’s products in order to meet these objectives.

Responsibilities

• Receive and log cases for support on service management portal, investigate the cases and problems for support and determines appropriate actions to take.
• Prioritizes the cases in accordance with agreed SLA.
• Provide correct responses to support cases by means of making modifications to system parameters, developing work-arounds or site specific enhancements, reconfiguring systems, changing operating procedures, producing additional documentation, or escalating cases to 2nd or 3rd Line of support.
• Ensure all work is carried out and documented in accordance with required standards, methods and procedures.
• Monitor application systems for which responsible by regular scrutiny of reports from the applications software (system utilizations).
• Note problems and identify performance and utilization trends.
• Handle the approvals of taking the corrective actions to improve performance and to avoid problems arising (Problem Management).
• Committed to Health Matrix service level management (SLA, OLA).
• Providing ongoing support for customers post implementation.

Qualifications

• Bachelor degree of computer science or equivalent.
• 2+ years of experience in the IT healthcare.
• Good knowledge of ITSM – (ITIL) is preferred.
• Most preferred – experience working in healthcare domain.
• Good interpersonal and communications skills.
• ITIL V3 foundation certificate is preferred.

Additional Information

All employees must be legally authorized to work in Saudi Arabia, with the following conditions: Valid and transferable IQAMA. Ability to travel within Saudi Arabia and GCC countries.

What's great in the job? Great team of smart people, in a friendly and open culture. Expand your knowledge of various business industries. Create content that will help our users on a daily basis. Real responsibilities and challenges in a fast evolving company.

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