Senior IT Officer, Application Support

This position provides support for emails, walk-in, and inbound phone calls from end users within the hospital.

Support includes password resets for various applications, documenting incidents or fulfillment requests in a ticketing system and routing tickets to appropriate technical teams for troubleshooting and problem resolution.

Responsibilities

Service Management Role

• Attending to phone calls, self-service tickets and emails relating to IT technical issues and to escalate issues appropriately using hierarchical and functional escalation guidelines.
• Provide technical assistance and remote support for incoming queries and issues related to computer systems, software, desktop support, and applications.
• Monitor and ensure audit trail of all incidents/cases logged using required tools. Manage incidents/ tickets ensuring speedy resolution within the SLA's timeframe.
• Prepare reports and statistical analysis of data mined and gathered from the ticket logging and tracking system.
• Pre-scheduled monitoring of system components such as CPU, work processes, report breaks, spools, interfaces.
• Monitoring of scheduled events such as batch jobs, background reports creation.
• Escalating or alerting critical issue to support team on failures, breakdown or unavailability of system components or report generation error.
• First level support for IT technical issue related to access and authorization.
• Preparation & submission of monitoring report.
• Undertake any ad-hoc duties assigned from time to time.

Application Support

• Provide Level 1 Application Support which includes user account assistance, technical support and others for the following systems.

1. Hospital Information System (HIS)
2. Lab Information System (LIS)
3. Finance Information System (FIS)
4. Queue Management System (QMS)
5. SQL Reporting

• Documents work in the ITSM tracking tool and utilizes the Knowledge base for troubleshooting and when appropriate, dispatch.
• Participate in doing tests such as User Acceptance Test (UAT), Proof of Concept (POC), Functional Tests, Deployment Tests and any other IT Application related tests.
• Apply application/system knowledge to develop solutions to meet business requirements, compare and evaluate options and recommend appropriate course of action with guidance from colleagues.

Other General Duties

• To assists management for any ad-hoc projects and support.
• Cross-functional support to support other departments/units within the company.

Qualifications

• Degree in Information Technology with 1-2 years of related experiences.
• Experience with Hospital Information System such as VESALIUS is an added advantage.
• Able to work at odd hours and standby for on call after working hours.
• Good knowledge of networking and application's support.
• Good IT Security and troubleshooting skills.
• Trustworthy, hardworking, committed to the task assigned.
• The ability to work flexibly under pressure, be self-motivating and prioritize unscheduled as well as scheduled work.
• Strong grasp of all project management phases which include budgeting, project scheduling, client interface and closeout.
• Good interpersonal skills with an ability to communicate with consultants, client representatives, designers and contractors.
• A person who is meticulous, detailed-oriented and result driven.