Application Support Specialist

Riyadh, Saudi Arabia

Job Description

The prime responsibility of the application support specialist will be supporting of Health Matrix products as first line of support for all communications, as well as, participating in the products implementation, changes or configuration where required. The application support specialist delivers a service advising to clients on how to use Health Matrix’s products in line with current best practice. The application support specialist takes into account the objectives and goals of the clients and advises them on how to configure and use Health Matrix’s products in order to meet these objectives.


Customer Relationship
Personal Evolution
Administrative Work
Technical Expertise


  • Receive and log cases for support on service management portal, investigate the cases and problems for support and determines appropriate actions to take. Prioritizes the cases in accordance with agreed SLA.
  • Provide correct responses to support cases by means of making modifications to system parameters, developing work-arounds or site specific enhancements, reconfiguring systems, changing operating procedures, producing additional documentation, or escalating cases to 2nd of 3rd Line of support. Ensure all work is carried out and documented in accordance with required standards, methods and procedures.
  • Monitor application systems for which responsible by regular scrutiny of reports from the applications software (system utilizations). Note problems and identify performance and utilization trends. Handle the approvals of taking the corrective actions to improve performance and to avoid problems arising (Problem Management).
  • Committed to Health Matrix service level management (SLA, OLA).
  • Providing ongoing support for customers post implementation.


  • Bachelor degree of computer science or equivalent.
  • 2+ years of experience in the IT healthcare.
  • Good knowledge of ITSM – (ITIL) is preferred.
  • Most preferred – experience working in healthcare domain.
  • Good interpersonal and communications skills.
  • ITIL V3 foundation certificate is preferred.

Additional Information

All employees must be legally authorized to work in Saudi Arabia, with the following conditions:

  • Valid and transferable IQAMA.
  • Ability to travel within Saudi Arabia and GCC countries.

What's great in the job?

  Great team of smart people, in a friendly and open culture.

  Expand your knowledge of various business industries.

  Create content that will help our users on a daily basis.

  Real responsibilities and challenges in a fast evolving company.

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