Health Informatics Associates at Palladium Group

Purpose of Position

• Palladium is seeking to recruit Health Informatics Associates to join the BA/QA team to support the coordination of process for developing software programs.
• The Health Informatics Associates will troubleshoot applications and provide technical support to the users of the application, as well as support in the planning, developing, and implementation of National digital health tools that enhance availability and access to health data.
• S/he will support the requirements gathering process and carrying out QA processes on applications.
• S/he will be responsible for capturing issues on the issue tracker and keep tab on products and/or applications with the development team to ensure that identified challenges are resolved and recommendations closed.  
• S/he will support the HIS community of practice activities and ensure that the community best practices and guidelines are adhered to.
• The Health Informatics Associates will report to the Informatics Advisor.

Primary Duties and Responsibilities:

Software User Support

• Monitor the help/service desk or ticketing systems, triage and escalate requests promptly to the development team on issues that are logged to be addressed.
• Escalate user inquiries, concerns, and technical issues related to the software that are logged on the help/service desk.
• Support the product owner to ensure a positive user experience by ensuring user needs are addressed.
• Issue Identification and Troubleshooting
• Diagnose and analyze software problems reported by the users of the application.
• Gather detailed information about issues, including error messages and system configurations.
• Troubleshoot and resolve software related problems reported by the users of the software, both simple and complex.

Documentation

• Create and maintain detailed documentation of common issues and their resolutions.
• Document customer interactions and solutions for future reference and knowledge sharing within the support team including change management.

Product Knowledge

• Develop in-depth knowledge of the software product(s) supported. 
• Stay updated on software updates, new features, and changes to provide accurate information to the users.

Technical Assistance

• Support information system deployment and assist users with the software installation, configuration and setup.
• Guide users using the software, explaining features and functionality.
• Provide technical guidance and best practices to users.

Escalation

• Escalate complex issues to higher-level support or development teams as needed.
• Follow up on escalated cases to ensure timely resolution and communicate updates to customers.

Quality Assurance

• Test software updates, patches, or fixes to ensure they address reported issues and do not introduce new problems. 
• Identify and report software bugs or anomalies to the development team.

Training 

• Develop and deliver training materials to help users become more proficient in the use of the system.
• Training and mentorship to users on information system
• Support internal staff and colleagues in providing knowledge on the use of the system.

HIS Community of Practice

• Support all activities within the community of practice.

Required Qualifications:

• Bachelor's degree in computer science, information technology or a related field
• Strong knowledge of digital health systems
• Familiar with relevant programming language, database and software development concepts
• Proficiency in troubleshooting systems and software configurations
• Excellent written and verbal communication skills
• Ability to explain technical concepts to non-technical users.
• Effective listening skills to understand and diagnose customer issues accurately.
• A user centric approach with focus on providing exceptional user support.
• Experience with helpdesk or ticketing systems for managing user or customer inquiries and issues.
• Strong analytical and problem-solving abilities to diagnose and resolve software issues.
• Attention to detail in tracking, documenting and resolving support cases.
• Ability to work effectively as a team, collaborating with colleagues and escalating issues as needed.
• Strong organizational skills to manage multiple support cases and prioritize tasks effectively.
• Adherence to Service-Level Agreements (SLAs) and response times.
• Positive attitude adaptability and willingness to learn including strong interpersonal skills for building good rapport with users and customers.
• Domain Knowledge in development and use of Electronic Medical Record Systems and other digital health tools.
• Previous experience in software testing and knowledge of software design and engineering
• Experience working in an Agile/Scrum development process.
• Basic web development and programming skill is a plus.
• Strong attention to detail and understanding of architectural dependencies.