EMR System Support Specialist

Job Posting Organization:
The United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) is an organization established to provide assistance and protection to a population of over 5 million registered Palestine refugees. Founded in 1949, UNRWA operates in five fields: Jordan, Lebanon, Syria, the West Bank, and Gaza. The agency's mission is to help Palestine refugees achieve their full potential in human development, while also providing them with essential services such as education, healthcare, and social services. UNRWA employs thousands of staff members across its various operations, working tirelessly to deliver humanitarian aid and support to those in need.

Job Overview:
The EMR System Support Specialist will play a crucial role in the implementation and support of the Electronic Medical Records (EMR) system across UNRWA health centres. This position is designed for an experienced professional who will ensure the smooth operation of the EMR system, provide essential end-user support, and facilitate collaboration between technical and functional teams. The specialist will be responsible for maintaining system stability, enhancing user experience, and ensuring the successful rollout and sustainability of the EMR solution. The role requires a proactive approach to problem-solving and a commitment to delivering high-quality support to users.

Duties and Responsibilities:
The Consultant will be responsible for a variety of tasks aimed at ensuring effective system support and user satisfaction. Key responsibilities include:

• Providing end-user support and managing incidents related to the EMR system.
• Handling service requests and managing changes to the system as needed.
• Conducting system testing and quality assurance to ensure the EMR system operates effectively.
• Delivering technical training and capacity building for users to enhance their understanding and use of the system.
• Supporting the go-live phase and providing post-deployment support to address any issues that arise.
• Coordinating with internal and external teams to ensure seamless operations.
• Performing other related duties as required to support the overall objectives of the EMR project.

Required Qualifications:
Candidates must possess a university degree in information technology or a related field. Additionally, a minimum of 4 years of proven experience in system/application support is required, preferably with a focus on EMR or healthcare systems. Strong troubleshooting skills, issue tracking capabilities, and system testing experience are essential. Candidates should also have a very good knowledge of developing complex SQL queries using SQL Server, as well as experience with IT Service Management (ITSM) tools such as ServiceNow or Jira Service Management for tracking issues and requests. Familiarity with DevOps practices for release management, testing, and deployment coordination is also beneficial.

Educational Background:
A university degree in information technology or a related field is mandatory for this position. This educational background provides the foundational knowledge necessary for understanding complex IT systems and their applications in healthcare settings.

Experience:
The position requires a minimum of 4 years of relevant experience in system/application support, with a strong preference for candidates who have worked with EMR or healthcare systems. This level of experience is crucial for ensuring that the specialist can effectively manage user support, troubleshoot issues, and maintain system integrity.

Languages:
Fluency in both spoken and written Arabic and English is mandatory for this position. This bilingual requirement ensures effective communication with diverse stakeholders and users within the UNRWA health centres.

Additional Notes:
The selected candidate will be based in UNRWA Headquarters in Amman, Jordan. The contract duration is up to 12 months, with the possibility of extension depending on the availability of funds, continuing need, and satisfactory performance. The monthly remuneration for this position is equivalent to the UN international salary scale of grade 14 Step 1, amounting to JD996.42 for each fully completed month. It is important to note that the United Nations does not charge any fees at any stage of the recruitment process, including application, interview, or training.