Implementation and Support OfficerMauritius

REPORTS TO: Hospital Operations Manager/Lead or CM

DEPARTMENT: Hospital Operations

BASED AT: Port Luis Mauritius

The Implementation & Support Officer is responsible for executing Hospital product deployments ensuring proper system adoption providing technical and user support and contributing to customer satisfaction within the assigned region. The role works closely with the Regional Lead and other regional teams to ensure projects are completed on time integrated with Smart solutions and deliver measurable value to clients.

Key Duties and Responsibilities

1. Assist in planning coordinating and executing Hospital solution implementations in line with project plans and regional priorities.
   
2. Provide hands-on deployment support including installation configuration testing and system validation at client sites.
   
3. Conduct user training sessions and enable clients to fully adopt and utilize Smart Hospital solutions.
   
4. Serve as the first point of contact for client support issues troubleshooting problems and escalating technical challenges to appropriate teams.
   
5. Ensure successful integration of all relevant Smart modules (Smart EDI Smart Clinical Master List Smart Analytics etc.) during deployments.
   
6. Document all project activities site configurations issues and resolutions in a structured manner and provide updates to the Regional Lead.
   
7. Monitor project milestones and deliverables to ensure adherence to timelines scope and quality standards.
   
8. Collect user feedback and operational insights to contribute to continuous improvement and product innovation.
   
9. Support reference site creation by documenting best practices and ensuring successful system adoption.
   
10. Coordinate with Finance and Administration to ensure proper sign-offs purchase orders and invoicing for assigned projects.
    
11. Participate in regional initiatives including UHC programs workshops and client engagement activities as required.
    

Requirements

Qualifications & Experience

• Bachelors degree in Health Informatics ICT Computer Science Nursing or related field.
  
• Minimum of 25 years experience in Hospital systems implementation technical support or digital health projects.
  
• Familiarity with Hospital workflows hospital systems and digital health solutions is preferred.
  
• Experience in training troubleshooting or on-site deployment is an advantage.
  

Core Competencies & Skills

• Technical aptitude and hands-on problem-solving skills
  
• Strong communication and interpersonal skills
  
• Customer service orientation and empathy
  
• Ability to work independently and in a team across multiple sites
  
• Planning organization and attention to detail
  
• Reporting documentation and analytical skills
  
• Flexibility to travel to multiple client sites
  

Key Performance Indicators (KPIs)

• Successful implementation of assigned projects (on time within scope with quality)
  
• Client system adoption and utilization levels
  
• Resolution time for support requests and first-level escalations
  
• Accuracy and completeness of project documentation and reports
  
• Contribution to reference site creation and best practice documentation
  
• Feedback from clients on training and support effectiveness