IMPLEMENTATION & SUPPORT OFFICER (I&SO)
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Smart Applications International is a leading ISO-certified ICT solutions provider delivering a wide range of world-class technological solutions. Fondly known as Smart within the healthcare industry, the company was founded to provide innovative, secure, and high-tech solutions across Africa, the Islands, and beyond. Smart Applications stays ahead through constant research and innovation.
JOB TITLE: IMPLEMENTATION & SUPPORT OFFICER (I&SO)
PROJECT DURATION: 3 MONTHS
DEPARTMENT: HOSPITAL BUSINESS, KENYA
REPORTS TO: REGIONAL LEAD – IMPLEMENTATION & SUPPORT
LOCATIONS: MT KENYA (2), RIFT VALLEY (2), WESTERN (2), NAIROBI (2) & COAST (2)
Role Purpose
The Implementation & Support Officer is responsible for executing Hospital product deployments, ensuring proper system adoption, providing technical and user support, and contributing to customer satisfaction within the assigned region. The role works closely with the Regional Lead and other regional teams to ensure projects are completed on time, integrated with Smart solutions, and deliver measurable value to clients.
Key Duties and Responsibilities
- Assist in planning, coordinating, and executing Hospital solution implementations in line
with project plans and regional priorities.
- Provide hands-on deployment support including installation, configuration, testing, and system validation at client sites.
- Conduct user training sessions and enable clients to fully adopt and utilize Smart Hospital solutions.
- Serve
as the first point of contact for client support issues, troubleshooting
problems, and escalating technical challenges to appropriate teams.
- Ensure
successful integration of all relevant Smart modules (Smart EDI, Smart Clinical
Master List, Smart Analytics, etc.) during deployments.
- Document all project activities, site configurations, issues, and resolutions in a
structured manner and provide updates to the Regional Lead.
- Monitor
project milestones and deliverables to ensure adherence to timelines, scope,
and quality standards.
- Collect user feedback and operational insights to contribute to continuous improvement and product innovation.
- Support
reference site creation by documenting best practices and ensuring successful
system adoption.
- Coordinate with Finance and Administration to ensure proper sign offs, purchase orders, and invoicing for assigned
projects.
- Participate in regional initiatives, including UHC programs, workshops, and client engagement activities as required.
Key Performance Indicators (KPIs)
- Successful implementation of assigned projects (on time, within scope, with quality)
- Client system adoption and utilization levels
- Resolution time for support requests and first-level escalations
- Accuracy and completeness of project documentation and reports
- Contribution to reference site creation and best practice documentation
- Feedback from clients on training and support effectiveness.
Core Competencies & Skills
- Technical aptitude and hands-on problem-solving skills
- Strong communication and interpersonal skills
- Customer service orientation and empathy
- Ability to work independently and in a team across multiple sites
- Planning, organization, and attention to detail
- Reporting, documentation, and analytical skills
- Flexibility to travel to multiple client sites
Requirements
Qualifications & Experience
- Bachelor’s degree in Health Informatics, ICT, Computer Science, Nursing, or related field.
- Minimum of 1-3 years’ experience in Hospital systems implementation, technical support, or digital health projects.
- Familiarity with Hospital workflows, hospital systems, and digital health solutions is preferred.
- Experience in training, troubleshooting, or on-site deployment is an advantage.
Smart Applications International Limited is committed to ensuring the security and protection of the personal information that we process, and to providing a compliant and consistent approach to data protection in accordance with the Kenya Data Protection Act 2019.