Application Support Specialist

The primeresponsibility of the application support specialist will be supporting ofHealth Matrix products as first line of support for all communications, as wellas, participating in the products implementation, changes or configurationwhere required. The application support specialist delivers a service advisingto clients on how to use Health Matrix’s products in line with current bestpractice. The application support specialist takes into account the objectivesand goals of the clients and advises them on how to configure and use HealthMatrix’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 of 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

Additional Information

All employees must be legally authorized to work in Saudi Arabia, with the following conditions :

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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