Responsibilities

• Serve as the first point of contact for application issues; diagnose, resolve, and document incidents to minimize downtime, escalating complex problems to vendors or IT teams. 
• ·Continuously monitor DHS applications for performance, availability, and reliability; identify and report bottlenecks and ensure compliance with IT policies.
• Assist clinical and administrative staff in using enterprise modules; provide guidance, manuals, and on-the-job training, and address queries promptly.
• Assist clinical and administrative staff in using enterprise modules; provide guidance manuals, and on-the-job training, and address queries promptly. 
• · Support application upgrades, patches, and new module deployments; conduct testing and validation for smooth transition to production.
• Work with IT teams, vendors, and stakeholders to resolve recurring or complex issues and contribute to knowledge sharing and documentation. 
• ·  Operate within SLA-based support processes and comply with mWell data privacy and security protocols

Job Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field. 
• Minimum two (2) years of application support, helpdesk, or system operations experience, preferably in healthcare or hospital settings; ITIL or service-management training is an advantage. 
• Experience handling incidents, service requests, and system issues in production environments, including issue triage, root cause analysis, and resolution or escalation.
• · Knowledge of SLA-based support, ticketing/ITSM systems, and support documentation.
•  Familiarity with HIS modules (EMR, billing, pharmacy, laboratory, radiology), application architecture, databases, and system integrations.
• ·Ability to work under pressure in a 24/7 healthcare environment, with strong customer-service orientation and accountability.