Duties and Responsibilities:

• Ensure solution manager is maximized and properly used to manage the system provision during all its life cycle including blue print, transformation, testing and operation.
• Monitor, maintain and update clinical solutions and Clinical third-party solutions / add-ons for Fakeeh users
• Assure promptly and effective documentation to preserve the hospital knowledge assets. Provide quality assurance to the IT service delivery.
• Define, manage and maintain proper IT project processes with other IT staff, business owners, project team members, and other stakeholder.
• Monitor, measure, Manage and direct the HIS service quality and processes performance
• Ensures that an acceptable quality level of IT service is provided to the business at all times. Develop, present and maintain quality reports to IT Management.
• Review and regularly maintain policies and procedures and whole company documentation and updating them along with processes owner
• Maintain good and consistent communication with Fakeeh users
• Answer questions and troubleshoot product issues with focus on problem resolution and related documentation
• Monitor and manage the progression of users’ cases and assigned tasks through to closure
• Participate in the team effort to continuously improve work routines, processes and product knowledge in the Customer Care Services department
• Facilitate a strong working relationship with the Fakeeh Solutions Delivery team.
• Negotiate and balance project priorities to ensure the Application landscape maintains a high degree of stability and availability
• Ensure system deliverables are functionally appropriate, technically sound and well integrated
• Participate and maintain accurate and complete documentation regarding process flows, design specifications and daily work as needed 1
• Utilize the Application Solution Manager for problem solving / solution exploration and daily work as needed
• Manage, support, follow-up, manage vendor, respond to user related requests related to legacy information systems as needed 18. Demonstrates compassionate communication skills while providing support and care to the patients as “the patient is the center of our care”.
• Manage IT Service Delivery Team including IT Service Management, Security management and Service desk.
• Monitor, measure and control service levels as agreed with Fakeeh departments.
• Ensure that all service metrics and conditions are being delivered at the agreed level.
• Ensures the appropriate management of service desk performance.
• Oversight and liaison support, technical service delivery, and customer service functions to ensure delivery of world
• class IT support for a diverse group of Fakeeh internal customers (medical staff, administration and management).
• Communicates business area service delivery needs and pain points to IT Management and manage customer service delivery expectations in light of current IT capabilities priorities and staffing.
• Demonstrates a working knowledge of the assigned IT service improvement areas processes, and continuously evaluate IT efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement.
• Ensure efficient and effective management to the IT organization capabilities improve productivity or reduce total cost of ownership.
• Analyze system and process issues and emerging business requirements for the assigned business units and recommend solutions.
• Perform regular security checkup. Plan; audit the information security application by technical teams.
  

  Other Job Functions:

  
  
• Perform all duties and tasks in line with the Person Centered Care values.
• Adherence to all policies, plans and programs within the Fakeeh Care.
• Perform duties as per the code of conduct requirement and ethical standards as outlined in

Qualifications:

• Working under pressure and ability to work any time and any where
• Skills for troubleshooting and solving the problems from the roots.
• Excellent communication skills and customer services orientation.
• Ability to handle multi-tasks and meet deadlines.
• Ability to handle extremely confidential information.

  Education:

  Bachelor Degree in Business Management, Computer Science, Information Systems, or other relevant discipline. <

  Experience:

• +5 years’ work experience in similar positions in Hospitals
• Experience in implementing and managing a IT Service Management systems
• Proven experience in a customer focused service environment <

  Language:

  Fluent in English and Arabic (reading & writing)

  Required Licenses:

  ITIL Foundation v3.0 is a must. Advanced ITIL certification is plus