TrakCare Application Support Expert

6 giorni fa

Milano, Lombardia, Italia InterSystems A tempo pieno

The role of the Application Support Specialist is pivotal in ensuring the effective and timely assistance and deployment of the TrakCare solution. This position requires in-depth application knowledge across various functional areas, including product support, requirements analysis, documentation of field designs, and testing of change requests. The Specialist will serve as a key resource for our partners.

Core Responsibilities

  • Respond promptly to customer inquiries while adhering to established service standards, offering support to existing clients.
  • Act as a liaison between clients and the InterSystems Global Support team.
  • Engage with customers to comprehend their workflows and requirements that need to be addressed by the TrakCare application.
  • Deliver application support for the TrakCare Hospital Management System.
  • Facilitate the implementation of the TrakCare application to align with the client's business needs while following InterSystems' methodologies and processes.
  • Escalate unresolved issues in line with current policies and procedures.
  • Conduct training sessions, product demonstrations, and workshops as necessary.
  • Enhance customer satisfaction by gathering feedback for product and service enhancements and forwarding such suggestions to management.
  • Serve as a Subject Matter Expert (SME) for TrakCare.
  • Improve response times to customer inquiries through ongoing enhancement of communication, analytical, and learning skills.
  • Collaborate with partners to identify potential modifications within the product's framework, if needed.
  • Participate in on-site implementations and support-related meetings with customers and partners as required.
  • Be part of the 24-hour on-call support roster.

Qualifications and Experience

  • Strong problem-solving aptitude and a knack for leveraging technology to enhance processes.
  • Experience in implementing product solutions.
  • Ability to manage multiple tasks simultaneously under tight deadlines.
  • Proven track record of resolving issues with diverse customer groups to achieve favorable outcomes.
  • Familiarity with Hospital Information Systems, Patient Administration Systems (PAS), and Clinical Information Systems is preferred.
  • Understanding of Health Informatics standards, reporting obligations, and legislative requirements.
  • Capability to design and draft specification documents based on customer needs.
  • Ability to collaborate effectively in a team environment, including with colleagues and partners located in various regions.

Educational Background

  • Bachelor's or Master's degree in Computer Science or a related field (such as Physics, Mathematics, or Sciences), OR
  • A university degree in medical informatics, management information systems, systems engineering, or a similar discipline.

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