HIS/CIS Solution Support Specialist Job in Mortsel, Belgium

Agfa HealthCare, a part of the Agfa-Gevaert Group, is a leading provider of integrated IT solutions, state-of-the-art diagnostic imaging and contrast media solutions for hospitals and other healthcare centers. Agfa HealthCare has over a century of healthcare experience in diagnostic imaging and has been a pioneer on the healthcare IT market since the early 1990s.

Over the years, Agfa HealthCare has demonstrated its capacity to rise successfully to its customers' technological challenges, and to guide them in their transition from analogue to digital IT solutions. Today, Agfa HealthCare is a global Imaging Informatics leader with over 3600 installations (PACS, RIS, CVIS) worldwide. The company is also a pioneer in the e-health area, with solutions linking thousands of general practitioners to healthcare providers.

HIS/CIS Solution Support Specialist Job Description

The main objective is to restore service as quickly as possible.

As Solution Support Specialist you are responsible for:

• Providing customers with a single point of contact for technical and application support services.
• Providing first-line incident investigation, diagnosis and documentation, driving towards a resolution within SLA/OLA requirements.
• Escalating complex incidents to the Global Support Network as needed and work in close collaboration with the Domain Experts to facilitate a timely resolution.
• Identifying and handling patient risk in both medical and non-medical devices.
• As required, assisting the Problem Management team with the analysis of support cases to determine root cause.
• Documenting solution and resolution steps in the product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.
• Maintaining good professional relationships with other Regional Support Networks, Global Support Networks, Integration Teams, R&D, Product Management and customers.
• Participating in team meetings to discuss customer issues, provide input on case backlog, and stay informed on customer projects and new processes within the department.
• Attending Agfa product-training, underlying technologies courses and maintain a good knowledge of targeted products and solutions.

HIS/CIS Solution Support Specialist Job Requirements

Profile:

• You have a Bachelor Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.
• You have a minimum of 3 years of work experience in a customer support role.
• You have a basic knowledge of operating systems, databases (Oracle and/or SQL) and remote connectivity.
• Experience in troubleshooting and supporting HL7 is an asset.
• Basic knowledge of clinical workflows is an asset.
• Knowledge of Programming Languages VB Script, HTML, XML and/or, PL/SQL is an asset.
• Strong analytical and organizational skills.
• Ability to work in a fast paced environment.
• You have previous experience working in a global environment (networking and building relationships with individuals in remote locations) and excellent interpersonal skills. 
• You have strong communication skills (oral/written) in English and Dutch to interact effectively and professionally with both internal and external customers. Knowledge of other languages is an asset.
• Due to the nature of this support position, the ability to work outside normal business hours is required.
• You must be eligible to travel.

HIS/CIS Solution Support Specialist Application Information

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HIS/CIS Solution Support Specialist Summary