IT Application Support Senior Specialist

Job Purpose:

Responsible for providing day-to-day support for hospital applications, ensuring proper functionality, resolving user incidents, and supporting system upgrades. The role ensures operational continuity of clinical and administrative applications, contributing to efficient hospital workflows and compliance with Saudi healthcare regulations and accreditation standards.

Organizational Accountabilities:

• Ensure work is performed based on approved policies, processes, procedures, and instructions
• Identify opportunities for continuous improvement of systems, processes and practices taking into account leading practices, cost reduction and productivity improvement
• Ensure day-to-day activities are properly performed in line with policies and procedures

• Follow-up on escalated cases/issues of subordinates to ensure they are closed efficiently and in a timely manner.

Functional Accountabilities:

• Align IT DevOps strategies with MOH eHealth initiatives, Vision 2030 digital healthcare goals, and CBAHI/JCI accreditation requirements.
• Ensure operational excellence in IT systems to enhance hospital performance, patient safety, and service availability.
• Implement IT quality assurance frameworks, policies, and procedures across all IT services.
• Provide first- and second-line support for hospital applications such as EMR, HIS, LIS, RIS, ERP, and patient portals.
• Troubleshoot and resolve routine application incidents in coordination with IT support teams.
• Log, monitor, and update service requests and incidents using an ITSM (IT Service Management) tool.
• Assist hospital staff (clinical and administrative) in system usage and application-related queries.
• Participate in user training sessions and provide hands-on support during go-live periods and new releases.
• Create and maintain basic user guides and support documentation.
• Monitor system status and escalate unresolved complex issues to senior specialists or external vendors.
• Conduct initial diagnostics and document detailed issue descriptions for escalation purposes.

Knowledge and Experience:

2–4 years of experience in IT applications support, preferably within a hospital or healthcare setting.

Basic understanding of hospital operations, clinical workflows, and healthcare information systems (HIS, EMR, ERP).

Familiarity with MOH, CBAHI, and JCI standards applicable to IT services.

Education and Certifications:
Bachelor’s degree in Computer Science, Information Technology.

Skills:

Strong technical troubleshooting and problem-solving skills

Proficient in supporting healthcare IT systems (EMR, HIS, ERP)

Good understanding of healthcare workflows and clinical applications

Effective communication skills in Arabic and English (written and verbal)

Ability to manage multiple issues simultaneously and prioritize based on impact

Strong documentation and reporting abilities

Attitude:

Strong Work Ethic

Dependability and Responsibility

Possessing a Positive Attitude