IT Platform Liaison

مستشفى السلامة; Jeddah; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading healthcare provider in Jeddah is seeking an IT Platform Liaison to ensure effective communication between end users and ICT. The role involves monitoring system performance, managing service requests, and providing user support while adhering to cybersecurity standards. Candidates should have a diploma in IT and at least 2 years of relevant experience, preferably in a healthcare environment.

Qualifications

• 2 years of experience in ICT operations, technical support, or system coordination.
• Experience working with clinical and business applications in a hospital or corporate environment.

Responsibilities

• Serve as the central point of contact for system incidents, requests, updates, and enhancements.
• Monitor daily performance and availability of key hospital applications.
• Track service requests and ensure resolution within agreed SLAs.
• Provide basic troubleshooting and support for access, navigation, and usage of ICT systems.
• Support testing and validation of new systems, releases, and upgrades.
• Maintain system documentation, workflows, and training materials.
• Ensure all activities adhere to ICT policies, data confidentiality, and cybersecurity requirements.

Skills

Knowledge of IT systems and hospital/business applications

Intermediate troubleshooting and incident management skills

Understanding of documentation standards and reporting practices

Awareness of cybersecurity and data confidentiality principles

Strong user-service orientation and communication abilities

Education

Diploma in Computer Science, Information Technology, or related field

Bachelor’s degree in Computer Science, Information Systems, or similar discipline

Job description

Role Purpose

The role ensures seamless communication between end users and ICT, enabling efficient operations of hospital systems such as HIS, EMR, HR systems, and enterprise platforms. The IT Platform Liaison monitors application performance, supports incidents and requests, coordinates testing for new releases, and promotes adherence to ICT policies, cybersecurity, and data confidentiality standards.

Key Responsibilities

1. Communication & Coordination Between Departments and ICT

• Serve as the central point of contact for system incidents, requests, updates, and enhancements.
• Communicate planned downtimes and updates to all affected users.
• Gather and relay user requirements accurately to ICT teams.

2. Application Monitoring & Issue Reporting

• Monitor daily performance and availability of key hospital applications.
• Log system incidents promptly and report recurring issues to ICT leadership.
• Document and elevate high-impact downtime and performance concerns.

3. Managing ICT Service Requests & SLAs

• Track service requests and ensure resolution within agreed Service‑Level Agreements (SLAs).
• Provide status updates to users and escalate unresolved issues.
• Maintain accurate ticketing records for audits and reporting.

4. First‑Line User Support

• Provide basic troubleshooting and support for access, navigation, and usage of ICT systems.
• Coordinate with ICT security for account creation, access modification, or deactivation.
• Facilitate periodic user support sessions or guides to improve digital literacy.

5. System Testing, Validation & Deployment Coordination

• Support testing and validation of new systems, releases, and upgrades.
• Coordinate user acceptance testing (UAT) and collect user approval before go‑live.
• Document and submit deployment feedback to ICT teams.

6. Documentation & Training Support

• Maintain system documentation, workflows, and training materials.
• Assist in developing user manuals and FAQs for improved system utilisation.
• Support user onboarding and training initiatives.

7. Policy, Confidentiality & Cybersecurity Compliance

• Ensure all activities adhere to ICT policies, data confidentiality, and cybersecurity requirements.
• Report unauthorized access, potential risks, or violations.
• Support access‑management processes and enforce compliant user practices.

Qualifications

Essential Minimum Requirement

• 2 years of experience in ICT operations, technical support, or system coordination.

Desired Experience

• Experience working with clinical and business applications in a hospital or corporate environment.

Education

• Essential: Diploma in Computer Science, Information Technology, or related field.
• Desired: Bachelor’s degree in Computer Science, Information Systems, or a similar discipline.

Technical Skills

• Knowledge of IT systems and hospital/business applications.
• Intermediate troubleshooting and incident management skills.
• Understanding of documentation standards and reporting practices.
• Awareness of cybersecurity and data confidentiality principles.
• Strong user‑service orientation and communication abilities.