Job Purpose
The Applications Support (Clinical/ERP Systems) will be responsible for providing ongoing technical support and troubleshooting for clinical and ERP applications, ensuring the systems run smoothly and meet the needs of healthcare professionals and administrative staff. Working closely with the Applications Developer, the role holder will address user issues, manage system performance, and assist in maintaining system integrations for seamless operation and data accuracy.
Core Responsibilities
Application Support and Troubleshooting
- Provide first-line technical support to resolve user-reported issues with clinical and ERP applications including interfaces.
- Diagnose and troubleshoot system errors, escalating complex issues to the Applications Developer as needed.
- Test and validate application customizations to ensure they align with user needs and hospital workflows
- Perform first-line application fixes to maintain system functionality and user satisfaction.
System Analysis and Compliance Support
- Provide day-to-day support for application compliance, ensuring software use aligns with healthcare standards.
- Document and escalate compliance-related incidents, collaborating with the Applications Developer to implement resolutions.
Data Integrity and System Integration
- Monitor data exchange between clinical systems, ERP platforms, and other healthcare applications including EHR (Electronic Health Record) systems, identifying and resolving data inconsistencies.
- Verify data accuracy across integrated systems, ensuring that data exchanged through HL7, FHIR, or other standards remains consistent and complete.
- Report and follow up on data integrity issues, assisting in analysis and documentation.
End-User Support and Training
- Act as the primary contact for user support, guiding application use and troubleshooting.
- Update user guides and support resources to improve self-service support options.
- Collect feedback from end-users to identify areas for future training and system enhancements.
Quality Assurance and Testing Support
- Assist in quality assurance (QA) processes by performing initial testing on application updates and patches before deployment.
- Participate in user acceptance testing to validate that applications meet user requirements.
- Track and document user-reported bugs, providing feedback on software updates.
Educational Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Masters degree is an added advantage
Professional Requirements
- Certification in relevant ERP platforms (e.g., SAP ERP, Oracle ERP) is an advantage.
Experience Requirements
- Two (2) years of experience in application support within the healthcare industry.
Competency Requirements
1. Knowledge Requirements
- Knowledge of Clinical and ERP systems (e.g., SAP, Oracle Fusion Apps/Cloud Platforms) and healthcare applications
- Understanding of clinical workflows and hospital operations
- Familiarity with IT service management and incident tracking processes.
. Skill Requirements
- Familiarity with programming languages such as Java, C#, Python, or other relevant languages.
- Database experience (SQL, NoSQL) and knowledge of cloud platforms (AWS, Azure)
- Proficiency in data integration and ETL processes for clinical systems (e.g., HL7, FHIR standards)
- Knowledge of system setup, user access management, roles, and permissions.
- Critical thinking and analytical skills
3. Personal Abilities
- Professional attitude towards work
- Shares AMCE’s vision
- Adaptability
- Proactive and organized
- Commitment to clinical governance
- Personal and professional credibility
- Effective time management
- People management
- Honesty and integrity
African Medical Centre of Excellence, Abuja (AMCE Abuja) aims to be an Employer of Choice, providing equal opportunity for everyone regardless of their background, gender, race and other protected characteristics.
