Application Support

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Date: 15 Apr 2025

Location: Sharjah, AE

Company: University Hospital Sharjah

Summary Of Main Duties And Responsibilities

1. Meet with department head to gather the application requirement.
2. Participate in the workflow designing and pre-implementation task.
3. Assist in the Training, Support, administration implementations, and upgrades process of SAP Application, SAP related software components and other Business Applications.
4. Monitor and maintain configuration, customization or update of SAP application and related components and other Business Applications.
5. Deal with vendors on business requirements and negotiate with them.
6. Perform acceptance testing of systems and applications.
7. Assist vendors' deployment teams during support, implementation and software upgrade projects.
8. Plan, organize and implement user-oriented training workshops.
9. Communicate with end-users and process owners to understand the work processes and requirements for customization purposes.
10. Ensure that applications are implemented in a manner that suits the business requirements of the end-users.
11. Lead the process of Testing applications and applications' updates and releases before general release to end users.
12. Evaluate the comprehensiveness of testing scenarios to demonstrate system effectiveness.
13. Execute testing scenarios and methodologies to demonstrate system effectiveness.
14. Serve as a senior expert resource for end-users in regard to questions or issues relating to the SAP functionalities.
15. Maintain current and complete documentation for applications and databases.

Additional Responsibilities

1. Work with and guide key users in identifying potential changes and improvements that are within application implementation project scope of work.
2. Provide application upgrade/implementation support and technical guidance to key users.
3. Provide support and troubleshooting for issues related to application performance.
4. Participate in providing data transfer, access and manipulation of aggregate and comparative data.
5. Develop and modify reports and queries as requested by key users.
6. Provide timely status reports to management.
7. Participate in developing plans, timelines and identifying resources needed.
8. Assist with optimizing system applications.
9. Communicate with Department heads and end users to evaluate application utilization and performance.
10. Ensure user satisfaction through effective written and oral communications.
11. Add, remove, and update user account information.
12. Administer, troubleshoot, update, and enhance SAP applications.
13. Develop and apply quality improvement program.
14. Develop and provide on-demand online training material to enhance users’ utilization of IT systems.
15. Enhance and tune system performance.
16. Ensure that systems are providing the information required for financial management and/or patient care.
17. Ensure the confidentiality and security of SAP Solution through proper utilization of authentication and authorization procedures.

Standardization and Integration

1. Ensure the standardization of business processes all over the hospital.
2. Identify quality indicators in his respective area and develop a plan for data collection, analysis and reporting.
3. Introduce and integrate new technologies into the existing IT environment.
4. Keep IT users updated on the latest developments and enhancements in the used applications.
5. Assist in maintaining administrative and financial information systems, ensuring maximum availability through proactive approaches.
6. Participate in hospital orientation efforts.
7. Lead and support the process of the integration of SAP with different hospital business applications as per the department requirement.
8. Provide and manage easy access to information resources needed by decision makers within a secured environment.
9. Research, identify and evaluate new applications to determine their applicability and benefits in supporting hospital goals.
10. Stay up to date with technological trends related to hospital IT environment.
11. Provide services in a user-friendly approach.
12. Participate actively in the quality improvement program of the department/unit.
13. Suggest, write and update policies related to user support.
14. Perform other related duties as assigned.

Position Requirements/Qualifications

1. Bachelor degree in computer engineering or related fields.
2. A minimum of 8 years of proven experience in large organizations as Project Lead/Application Specialist/System Analyst, preferably in hospital or healthcare sector.
3. Strong understanding of SAP ERP workflows.
4. Strong understanding of relational database management, script writing and ABAP Development.
5. Excellent analysis and team management skills.
6. Excellent English written and communication skills.
7. Exposure to/experience of customer and vendor service principles.
8. Must have experience in running the daily SAP Applications operations and administration.

Position Criteria Other Skills/Abilities

1. Highly preferable to have experience in SAP.
2. At least 5 years of experience.
3. Strong experience in the following applications: supply chain (MM), finance (FICO), human resources (Success Factors) and payroll, asset management and patient billing.
4. Understanding of applicable standards, reporting requirements and legislative regulations.
5. Ability to assess end users’ needs and identify opportunities for improvement.
6. Experience with MS SQL database is a plus.

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