Customer Support Specialist - iCM (Clinical Information Management Solution)
Job Overview
Join us as a
Customer Support Specialist - iCM
at
Dedalus , one of the World's leading healthcare technology companies, on our
Clinical Support Team
in
Brisbane and Perth
to do the best work of your career and make a profound impact in providing better care for a healthier planet.
What You'll Achieve
As a
Customer Support Specialist - iCM , you will be part of the
Clinical Support Team
responsible for delivering quality task (incident and problem) resolution focused on support and maintenance related client interactions covering all areas of support and services relating to our industry-leading Clinical Information Management solution.
You Will:
Provide functional advice both internally and externally pertaining to Dedalus clinical information management solutions to promote best practice outcomes.
Provide superior task management incorporating incident triage, analysis, and resolution.
Problem/Defect identification and categorization, formal and regular feedback to the team regarding improved support opportunities, processes, and standards.
Utilize effective delegation and/or escalation to effectively manage and resolve incidents within contracted service level timeframes/targets.
Assist broader Clinical support team in all aspects of Incident and Problem management.
Develop and maintain a strong working relationship with our customers to foster collaboration and facilitate growth and develop processes which support client engagement and improve the delivery of support services.
Assist with the testing of software released from the group and local development as required and support clients through user acceptance testing as required.
Participate in a rotating roster for out-of-hours support of incidents.
Work in accordance with the ITIL framework to implement and follow quality processes.
Essential Requirements
6+ years' experience in Clinical Information Services
Highly proficient in written and verbal communications
Providing functional and/or technical support for healthcare IT systems
Degree in Health Information Management and/or Information Technology
Understanding of ITIL processes
Desirable Requirements
Understanding of health application interfacing or HL7 messaging
Microsoft Server Admin Experience
Ability to create, interrogate and maintain SQL Scripts
Experienced in the use of IIS or Apache
Experienced in the use of MS SQL Server and the ability to troubleshoot issues
Ability to troubleshoot MS Windows Server issues
Knowledge of XML data formats
Application closing date: 10th October 2024
Dedalus is committed to providing an engaging, rewarding work experience that reflects the passion our employees bring to our mission of helping clinicians and nurses deliver better care to their served communities.
Our company fosters a culture where employees are encouraged to learn and innovate, and to enable and enhance clinical cooperation and processes while making a meaningful difference for millions of people around the world.
Life Flows Through Our Software
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