Job Title: Senior Officer, Software Support FSR# 706

Location: Amman 

Job Summary

The Software Support Senior Officer will lead the global software support function for all deployed health information systems across 20 countries. This senior-level role is responsible for overseeing the day-to-day management of user support services, ensuring timely issue resolution, maintaining high user satisfaction, and continuously improving support processes. The officer will supervise support staff, manage escalation protocols, and serve as the primary liaison between technical teams and end users. The ideal candidate brings a strong background in both IT systems and healthcare operations, exceptional leadership and communication skills, and a demonstrated ability to operate in complex, multi-country environments. This role is critical to ensuring system reliability, user adoption, and sustained performance of health software solutions in diverse healthcare settings.

Project Description

The Health Systems and Applications Unit leads the design, deployment, and maintenance of innovative digital health platforms that strengthen healthcare delivery across multiple countries. The unit manages a suite of applications including electronic medical records (EMRs), pharmaceutical and logistics management systems, referral coordination tools, and telemedicine platforms. These systems are designed to be secure, scalable, and responsive to the evolving needs of healthcare providers and patients in low-resource and humanitarian settings. The Software Support Senior Officer plays a key role in this ecosystem by ensuring uninterrupted functionality and user support for all deployed applications, enabling frontline health workers and program managers to rely on digital tools for critical decision-making and service delivery.

MAIN TASKS AND RESPONSABILITIES:

Software Support: (50%)

User Support and Training:

• Provide technical support and troubleshooting assistance to healthcare staff using health information systems and applications.
• Conduct training sessions and create user manuals to educate healthcare personnel on system functionalities and best practices.

System Maintenance and Monitoring:

• Monitor the performance of health information systems to ensure smooth operations and minimal downtime.
• Perform routine maintenance tasks, such as software updates, patches, and configuration changes, to keep systems up-to-date and secure.

Issue Resolution and Escalation:

• Respond promptly to user-reported issues and escalate complex problems to appropriate technical teams for resolution.
• Document incidents, problems, and resolutions in the helpdesk or ticketing system to track and analyze trends.

System Documentation and Reporting:

• Maintain accurate and up-to-date documentation of system configurations, processes, and procedures.
• Generate regular reports on system performance, uptime, user issues, and resolution status for management review.

Collaboration and Coordination:

• Work closely with IT teams, healthcare professionals, and vendors to coordinate system updates, enhancements, and new deployments.
•  Participate in cross-functional teams to evaluate, recommend, and implement improvements to health information systems.

Compliance and Security:

• Ensure that health information systems comply with relevant regulatory standards and organizational policies, particularly regarding patient data privacy and security.
•  Implement and enforce security measures, such as access controls and data encryption, to protect sensitive healthcare information.

End-User Feedback and Continuous Improvement:

• Gather feedback from healthcare staff regarding system usability, performance, and functionality.
•  Use feedback to identify areas for improvement and collaborate with IT teams to implement enhancements and updates.

Adherence to Best Practices:

• Follow industry best practices and standards for health information technology (HIT) and health informatics.
•  Stay updated with emerging trends and technologies in HIT to inform system enhancements and improvements. ·

 Any other support and training related tasks assigned by supervisor.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in IT is Required.
• Excellent English is Required.
• At least 3 years’ experience with software support is Required.
• Knowledge in Linux OS is Preferrable

Child Safeguarding:

International Medical Corps is committed to child safeguarding and expects all employees to strictly adhere to the values and principles of the International Medical Corps Child Safeguarding Policy.

Code of Conduct

It is our shared responsibility and obligation to prevent matters involving Sexual Exploitation & Abuse, Trafficking in Persons, Child Safeguarding and any suggested violation to our Code of Conduct, which may involve Conflicts of Interest, Fraud, Corruption or Harassment.  If you see, hear or are made aware of any suggested activities then you have an obligation to report.

Compliance & Ethics

Promotes and encourages a culture of compliance and ethics throughout International Medical Corps. As applicable to the position, maintains a clear understanding of International Medical Corps’ and donor compliance and ethics standards and adheres to those standards.  Conducts work with the highest level of integrity. Communicates these values to staff and to partners and requires them to adhere to these values.

Equal Opportunities

International Medical Corps is proud to provide equal employment opportunities to all employees and qualified applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.

This job description is subject to periodic review and adjustment in order to achieve International Medical Corps goals in Jordan, and any changes to the job description will be discussed and agreed

“I hereby certify that all the information provided through the application and CV are accurate and the supportive documents are available upon request, any false information provided will cause cancelation of the application and applicant will be subject to legal action”.

Our screening process will be on a rolling basis, once a candidate is selected the announcement will be closed.

International Medical Corps never asks job applicants for a fee, payment, or other monetary transaction. If you are asked for money in connection with this recruitment, please report to International Medical Corps at the website for reporting misconduct: www.InternationalMedicalCorps.ethicspoint.com. Please do not submit your CV or application to this website, it will not be considered for review.