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Application Support Analyst



IT, Customer Service
Saudi Arabia
Posted on Monday, July 8, 2024

Application Support Analyst - MEA

About RLDatix

Every day, thousands of patients worldwide suffer harm from preventable care delivery errors. RLDatix is committed to changing this reality. Our mission is to enhance healthcare by creating a world where patients consistently receive the best and safest care possible. Trusted by numerous clients globally, our integrated healthcare operations platform combines software and trusted services to empower organizations with critical data insights across risk, safety, compliance, provider lifecycle, and workforce management. Our user-centric approach offers a real-time, holistic view of healthcare operations, seamlessly connecting disparate information across the enterprise. This empowers organizational leaders with contextualized data to make more informed decisions.

RLDatix is truly global, with over 2,000 employees across the UK, Europe, Middle East, Australia, Canada, and the United States. Our strategy revolves around both organic and inorganic growth, uniting exceptional minds, and cutting-edge technology, including AI, to deliver market-leading solutions for our clients. We are seeking individuals to join our team who are deeply passionate about driving positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.

About the Role:

The Application Support Analyst will report to Customer Support Team Lead and will primarily responsible for supporting RLDatix products as a first line of support for all communications, take part in the products implementation, changes and configuration where required. You will be responsible for issue resolution for end-users, as well as collaborating with the technical team to maintain and enhance applications functionality.

The application support analyst will provide service advisory on the usage of our products in line with the best practice while considering clients objectives and goals. You will advise our customers on how to experience the full potential value from RLDatix software and products, configure and optimise its usage to meet their objectives and goals.

Your day-to-day responsibilities:

Application Support

· Handle log cases for support on service management portal, investigate issues and problems and determine appropriate actions.

· Prioritise logged cases following the agreed SLA.

· Minor support cases progress, update relevant stakeholders about progress, resolution, and closing.

· Interact with customers, via phone, email, and ticketing platform to respond to inquiries and troubleshoot issues by analysing the symptoms, identifying the root cause, and providing a solution.

· Commit to a quality on time solution delivery with minimal disruption to client’s business and operation.

· Understand the user/customer requirements and needs.

· Provide on-call/remote support for complex and critical application issues using our tracking system.

· Serve as a liaison between the customer and the engineering team to resolve issues.

· Demonstrate a positive attitude and model professionalism in all contacts with internal and external customers.

· Provide first level support for applications-related enquires, incidents, and service requests.

· Troubleshoot and resolve technical issues in a timely manner to minimise downtime and disruption.

· Collaborate with end-users to gather detailed information about reported issues.

User Training

· Design training courses and programs necessary to customers regarding our products and solutions.

· Conduct user training sessions and create documentation to help end-users effectively use and navigate the applications.

Issue Tracking and Documentation

· Participate in the technical tasks (installation, configuration, setup) of the application

· Maintain accurate records of reported issues and their resolution.

· Create and update documentation related to application configurations and support procedures.


· Research issues by collaborating with teammates when a solution is not readily available

· Work closely with software developers, system administrators, and other IT staff to diagnose and resolve complex issues.

· Provide feedback to the development team for enhancements and bug fixes.

Testing and Quality Assurance

· Participate in the testing of software updates, patches, and new releases.

· Ensure applications meet quality standards and performance expectations.

· Commit to RLDatix service level agreement management (SLA, OLA).

· Ensure customer success by supporting site admins and end users.

· Perform technical analysis; works with SMEs to ensure user needs are correctly specified and implemented.

Continuous Improvement

· Identify areas for process improvement and make recommendations to enhance support services.

· Stay up-to-date with industry trends and best practices in application support.

· Reviews design, analysis, code for quality and adhere to standards.

· Develop an understanding of customer processes and standard operating procedures.

· Advocate for customers by coordinating and communicating suggestions for software enhancements.

· Stay up to date with relevant product enhancements and limitations to ensure performance efficiency and circulate requirements to relevant business areas (R&D, Support, etc.).

· Work on special projects, as assigned.

Ideally, we would like to acquire a talent that poses the following:

· Bachelor’s degree in information technology, Computer Science, CIS, MIS or a related field.

· Arabic & English language proficiency.

· +2 years’ experience in application/software support or a similar role.

· 0 – 2 years’ experience as support analyst or equivalent support area. (preferable).

· Familiar with operations systems and software applications.

· Strong problem-solving and analytical skills

· Ability to work collaboratively in a team environment.

· An energetic drive to improve the quality of healthcare.

· A passion for delivering excellent customer service.

· Willing to travel within Saudi Arabia, GCC and MEA Region. (essential)

· IT certification, such as ITIL V3, are a plus.

· Saudi national is a plus.

Why would you like to work for RLDatix:

An opportunity to join a leading fast-growing global technology company in the healthcare industry in MEA. Work with a diverse team in a company recognized globally as a Most Loved Workplace in the UK and Top 100 Most Loved Workplaces.

Some examples of our benefits:

· Annual Gym Subscription.

· Flexible / Hybrid working; enabling mix working from home and the office as required by their manager.

· Up to 30 days per year working remotely from anywhere globally.

· Private Health insurance.

· 100% pension coverage by employer.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.