وظيفة محلل دعم مشارك لدى RLDatix بمدينة الرياض
Associate Support Analyst
🏢 RLDatix
تفاصيل الوظيفة
تعلن شركة RLDatix، الرائدة في مجال تحسين معايير الرعاية الصحية عالمياً، عن توفر وظيفة Associate Support Analyst في مكتبها بالرياض، للانضمام إلى فريق دعم العملاء وتقديم مساعدة تقنية عالية الجودة وضمان استقرار العمليات للعملاء.
المهام والمسؤوليات
- تقديم ردود تقنية واضحة وفي الوقت المناسب لاستفسارات العملاء لحل حالات الدعم الروتينية والمتوسطة التعقيد، وحضور اجتماعات العملاء لإجراء تحليل متعمق وجمع المتطلبات.
- استخدام أساليب تشخيصية ثابتة لفحص وحل المشكلات الفنية للعملاء بشكل منهجي، ودعم تحليل الأسباب الجذرية والعمل مع الخبراء المتخصصين لضمان تنفيذ احتياجات المستخدمين بشكل صحيح.
- تحديد محفزات التصعيد والتنسيق مع فريق الدعم من المستوى الثالث وفريق الهندسة المستدامة لإدارة اتفاقيات مستوى التشغيل (OLAs)، وإنشاء تقارير التصعيد، ودعم استقرار عمليات العملاء.
- استلام والتحقيق في حالات الدعم عبر بوابة إدارة الخدمة كمستوى دعم ثانٍ ونقطة تصعيد، وتقديم دعم عند الطلب للمشكلات الحرجة (P1) للتطبيقات، مع إبقاء الأطراف المعنية على اطلاع.
- التعاون مع أقسام مثل إدارة المنتجات لفهم الميزات والوظائف وترجمتها إلى ممارسات أفضل لتحسين البرمجيات، والمساهمة في تحسين عمليات الدعم المستمر.
الشروط والمتطلبات
- درجة البكالوريوس في نظم المعلومات الحاسوبية (CIS) أو نظم المعلومات الإدارية (MIS) أو علوم الحاسب (CS) أو ما يعادلها.
- خبرة من 3 إلى 4 سنوات في مجال صناعة البرمجيات أو في مجال دعم البرمجيات المماثل.
- إلمام جيد ببروتوكولات ومعايير التكامل مثل APIs و HL7، إلى جانب معرفة جيدة بمحركات التكامل مثل Mirth Connect و Rhapsody.
- معرفة متعمقة بإدارة خوادم Windows، وقواعد بيانات SQL Server و MySQL، وكتابة استعلامات SQL، والبنية التحتية للأجهزة الافتراضية.
- القدرة على السفر بنسبة تصل إلى 60% من الوقت داخل الإمارات العربية المتحدة والمملكة العربية السعودية ومنطقة الشرق الأوسط وأفريقيا الأوسع.
- إجادة اللغتين العربية والإنجليزية بطلاقة.
المهارات المطلوبة
- اهتمام حقيقي بإحداث تغيير إيجابي في الرعاية الصحية من خلال التكنولوجيا المبتكرة.
- مهارات تعاون قوية للعمل ضمن فرق متعددة التخصصات تشمل الدعم من المستوى الثالث والهندسة المستدامة والمنتجات.
- مهارات تواصل ممتازة والقدرة على تقديم شروحات تقنية واضحة ومنظمة للعملاء.
- شهادة ITIL Foundation ومعرفة بـ ITSM (ITIL) تعتبر ميزة إضافية.
المزايا
- تأمين صحي خاص وتأمين جماعي ضد الحوادث.
- برنامج مساعدة الموظفين (EAP) لدعم سري.
- جوائز الولاء للموظفين ذوي الخدمة الطويلة.
عرض النص الأصلي للإعلان
RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.
Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.
We're searching for a Riyadh-based Associate Support Analyst to join our Customer Support team, so that we can deliver high-quality technical assistance and ensure operational stability for our customers. The Associate Support Analyst will apply developing expertise in RLDatix products to diagnose and resolve customer challenges, communicate clearly with customers, coordinate with engineering teams, and contribute to root cause analysis, risk mitigation, and support readiness for new product releases.
How You'll Spend Your Time
RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.
As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to accessibility@rldatix.com.
Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.
Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.
We're searching for a Riyadh-based Associate Support Analyst to join our Customer Support team, so that we can deliver high-quality technical assistance and ensure operational stability for our customers. The Associate Support Analyst will apply developing expertise in RLDatix products to diagnose and resolve customer challenges, communicate clearly with customers, coordinate with engineering teams, and contribute to root cause analysis, risk mitigation, and support readiness for new product releases.
How You'll Spend Your Time
- Deliver clear and timely technical responses to customer inquiries in order to resolve routine and moderately complex support scenarios, and attend client meetings to conduct in-depth discovery and capture requirements.
- Utilise established diagnostic methods to systematically examine and resolve customer technical problems, supporting root cause analysis and working with subject matter experts to ensure user needs are correctly implemented.
- Identify escalation triggers and coordinate with L3 Support and Sustained Engineering teams in order to manage operational-level agreements (OLAs), create escalation reports, and support stable customer operations.
- Receive and investigate support cases via our service management portal as a second line of support and escalation point, providing on-call support for critical (P1) application issues and keeping interested parties informed throughout.
- Collaborate with departments such as Product Management in order to maintain an understanding of features and functionality, translate this into best practices for software optimisation, and contribute to continuous support process improvement.
- Bachelor's in CIS, MIS, CS or equivalent related degree, with 3-4 years' experience in the software industry or an equivalent software support area.
- Proven success in working with integration protocols and standards such as APIs and HL7, alongside good knowledge of integration engines such as Mirth Connect and Rhapsody.
- In-depth knowledge on how to work with Windows server administration, SQL Server, MySQL and SQL statements, and virtual machines and infrastructure architecture. ITIL Foundation certification and knowledge of ITSM (ITIL) are advantageous.
- Ability to travel up to 60% of the time within the UAE, Saudi Arabia, and the wider MEA region.
- Sincere interest in making a positive change in healthcare through innovative technology, with fluent Arabic and English language proficiency.
- A knack for working collaboratively within cross-functional teams spanning L3 Support, Sustained Engineering and Product, with strong communication skills and the ability to deliver clear, structured technical explanations to customers.
RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.
As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to accessibility@rldatix.com.
Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.
المصدر: LinkedIn - أُضيفت للموقع في 12 أغسطس 2026
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