IMPLEMENTATION & SUPPORT OFFICER (I&SO)
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Job Summary
Smart Applications International is a leading ISO-certified ICT solutions provider delivering a wide range of world-class technological solutions. Fondly known as Smart within the healthcare industry the company was founded to provide innovative secure and high-tech solutions across Africa the Islands and beyond. Smart Applications stays ahead through constant research and innovation.
Key Duties and Responsibilities
- Assist in planning coordinating and executing Hospital solution implementations in line with project plans and regional priorities.
- Provide hands-on deployment support including installation configuration testing and system validation at client sites.
- Conduct user training sessions and enable clients to fully adopt and utilize Smart Hospital solutions.
- Serve as the first point of contact for client support issues troubleshooting problems and escalating technical challenges to appropriate teams.
- Ensure successful integration of all relevant Smart modules (Smart EDI Smart Clinical Master List Smart Analytics etc.) during deployments.
- Document all project activities site configurations issues and resolutions in a structured manner and provide updates to the Regional Lead.
- Monitor project milestones and deliverables to ensure adherence to timelines scope and quality standards.
- Collect user feedback and operational insights to contribute to continuous improvement and product innovation.
- Support reference site creation by documenting best practices and ensuring successful system adoption.
- Coordinate with Finance and Administration to ensure proper sign offs purchase orders and invoicing for assigned projects.
- Participate in regional initiatives including UHC programs workshops and client engagement activities as required.
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.
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
- Bachelors degree in Health Informatics ICT Computer Science Nursing or related field.
- Minimum of 1-3 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.
Smart Applications International Limited is committed to ensuring the security and protection of the personal information that we process and to providing a compliant and consistent approach to data protection in accordance with the Kenya Data Protection Act 2019.
Required 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
Required Education:
Bachelors degree in Health Informatics ICT Computer Science Nursing or a related of 25 years experience in Hospital systems implementation technical support or digital health with Hospital workflows hospital systems and digital health solutions is in training troubleshooting or on-site deployment is an advantage.
