Senior Specialist, Product IT

Summary of Functional Duties & Responsibilities :

1.

Product Knowledge

• Serve as the Subject Matter Expert (SME) for HCLAB, WAM, and LIS solutions, maintaining comprehensive and up-to-date knowledge of product specifications, system enhancements, lifecycle updates, and regulatory requirements.
• Proactively gather and interpret information relating to product modifications, upgrades, cybersecurity requirements, and system extensions, and translate complex technical concepts into clear communication for customers, affiliates, and business partners.
• Maintain strong competency in healthcare IT infrastructure, including hardware, software, networking architecture, and system integration standards (e.g., HL7, ASTM).
• Demonstrate solid understanding of cybersecurity principles, compliance standards, and risk management requirements relevant to healthcare environments.
• Recommend and pursue relevant technical certifications, cybersecurity training, and continuous education programs to ensure professional growth and technical leadership.

2.

Role

• Lead and execute installations, system configuration, commissioning, maintenance, upgrades, troubleshooting, and corrective actions for healthcare software solutions.
• Provide high-level pre-sales and post-sales technical support to customers, affiliates, and business partners, ensuring solutions meet operational and IT requirements.
• Conduct preventive maintenance and system health checks to ensure reliability, performance stability, and compliance.
• Monitor, analyze, and resolve recurring issues, implementing preventive measures to enhance long-term system reliability and customer satisfaction.
• Manage and respond to cybersecurity inquiries, documentation requests, and audit-related matters from customers.
• Perform system interfacing, integration testing, and validation for new software releases or product implementations.
• Conduct end-user and administrator training at hospitals, laboratories, and partner sites.
• Develop and facilitate technical training materials to strengthen affiliates’ and partners’ product knowledge and support capabilities.
• Maintain accurate and timely documentation of service activities in CRM systems.
• Undertake additional responsibilities and projects as assigned by Management.

3.

Reporting

• Prepare and submit a comprehensive monthly activity report to the Supervisor by the 5th working day of the following month. The report shall include:
• Summary of activities completed
• Issues resolved and outstanding
• Risk areas identified
• Action plans for the next two months
• For customer-support-related business trips, prepare and submit a detailed trip report to the Supervisor and Country/Area Manager outlining:
• Activities performed
• Key findings and technical observations
• Recommended actions and responsible parties
• Follow-up plans and risk assessment
• Ensure all recommended actions are communicated effectively to relevant stakeholders and followed through to proper implementation and closure.