Reports IT Manager

ABOUT WASHINGTON HEALTHCARE

Founded in 2015, Washington Healthcare PLC has grown into Ethiopia’s premier healthcare provider, operating two medical centers with 80 beds, two pharmacies, and a diagnostic center staffed by over 300 healthcare professionals, serving more than 2 million patients. The organization combines advanced medical technology with internationally informed healthcare practices to deliver high-quality, accessible care to both local communities and international patients, driven by a strong commitment to excellence, accessibility, and innovation.

The Application Support Manager is responsible for managing the implementation, administration, support, optimization, and continuous improvement of the hospital's business and clinical applications. The role ensures that all enterprise applications, including the Hospital Information System (HIS), Electronic Medical Records (EMR), Laboratory Information System (LIS), Radiology Information System (RIS), Pharmacy Management System, ERP, HRIS, and other business applications, operate efficiently, securely, and reliably to support high-quality patient care and organizational performance. The Application Support Manager leads the application support team, collaborates with clinical and administrative departments, manages software vendors, and drives application enhancements and digital transformation initiatives.

KEY RESPONSIBILITIES:

• Enterprise Application Management Duties:
  • Manage the administration, maintenance, and support of all hospital business and clinical applications.
  • Ensure the continuous availability, reliability, and optimal performance of enterprise applications.
  • Coordinate application upgrades, patches, configuration changes, and new feature deployments.
  • Monitor application performance and proactively resolve system issues.
  • Maintain application documentation, configuration records, and user manuals.
  • Ensure application environments are standardized and properly maintained.
• Clinical Systems Management Duties:
  • Oversee the operation and support of the Hospital Information System (HIS), Electronic Medical Records (EMR), Laboratory Information System (LIS), Radiology Information System (RIS), Pharmacy Information System, and other clinical applications.
  • Coordinate with clinical departments to improve application functionality and user experience.
  • Ensure clinical workflows are accurately configured within hospital systems.
  • Support implementation of new clinical modules and healthcare technologies.
  • Monitor system availability to minimize disruptions to patient care.
• Business Applications Management Duties:
  • Manage administrative applications, including ERP, Finance, Payroll, Human Resource Information Systems (HRIS), Procurement, Inventory Management, and other enterprise solutions.
  • Coordinate application enhancements to improve operational efficiency.
  • Ensure integration between business applications and clinical systems.
  • Support users in optimizing application functionality.
• User Support and Service Delivery Duties:
  • Lead the application support team in resolving application-related incidents and service requests.
  • Ensure timely troubleshooting and resolution of application issues.
  • Establish and monitor service level agreements (SLAs) for application support services.
  • Provide second- and third-level technical support for complex application issues.
  • Coordinate with vendors to resolve software defects and technical problems.
• Application Implementation and Project Management Duties:
  • Participate in the selection, implementation, testing, and deployment of new software solutions.
  • Coordinate user acceptance testing (UAT) and system validation activities.
  • Develop implementation plans, testing schedules, and deployment strategies.
  • Support organizational digital transformation initiatives.
  • Manage relationships with software vendors, implementation partners, and consultants.
• Data Management and System Integration Duties:
  • Coordinate application integration with other internal and external systems.
  • Support data migration, validation, and system conversion projects.
  • Monitor application data quality and recommend improvements.
  • Ensure appropriate user access controls and application security settings.
  • Collaborate with the IT Infrastructure team to optimize system performance.
• Training and Change Management Duties
  • Coordinate user training for newly implemented applications and system enhancements.
  • Develop user guides, standard operating procedures, and training materials.
  • Promote user adoption of technology solutions.
  • Support change management initiatives associated with application implementations.
  • Conduct application awareness sessions and refresher training.
• Compliance, Security, and Quality Assurance Duties
  • Ensure applications comply with organizational policies, regulatory requirements, and healthcare standards.
  • Maintain application security, confidentiality, and data integrity.
  • Coordinate periodic application audits and implement corrective actions.
  • Support cybersecurity initiatives by ensuring secure application configurations.
  • Monitor software licensing compliance.
• Leadership and Administration Duties
  • Lead, supervise, mentor, and evaluate Application Support Officers, HIS Officers, Business Analysts, and other assigned staff.
  • Assign responsibilities and monitor team performance.
  • Prepare departmental work plans, budgets, and performance reports.
  • Promote innovation, collaboration, and continuous improvement within the application support function.
  • Provide strategic recommendations regarding enterprise application management.
• Other Duties as Required
  • Participate in accreditation, quality improvement, and digital transformation initiatives.
  • Support disaster recovery planning and business continuity for enterprise applications.
  • Perform other duties assigned by the Head of Information Technology (IT Manager).