IT Application Support 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.

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  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
• 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.
• Assist in regular health checks and testing of hospital applications after upgrades or patches.
• Participate in user acceptance testing (UAT) during software updates or new module deployments.
• Report bugs and anomalies encountered during testing to senior staff or developers.
• Help validate system changes in testing and production environments.
• Maintain accurate documentation of resolved issues, troubleshooting procedures, and user feedback.
• Assist in generating basic reports related to application performance and support KPIs.

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.

Bachelor’s degree in Computer Science, Information Technology.