Application Specialist- Laboratory

Profile Summary

The Application Specialist will use their healthcare, business and InterSystems product knowledge to ensure that we contract and implement InterSystems TrakCare Lab Enterprise in a successful, standard and timely manner.  

InterSystems TrakCare Lab Enterprise (TCLE) is an advanced and proven LIMS that enables our clients to meet all the major demands of modern clinical laboratories.  With its sophisticated functionality for all of the departments within a laboratory (e.g. Hematology, Biochemistry, Blood Bank, Endocrinology, Microbiology, Cytology, Immunology, Histopathology, Serology, Virology, and Toxicology), TCLE delivers the benefits that are expected from a best-in-class LIMS, such as accurate results reporting, improved laboratory efficiency, better business management, and greater customer satisfaction.

The Application Specialist TCLE will become an “expert” product resource for customers and will be expected to understand the customer process, assess solution best fit and advise the customer how to best implement the standard solution as early as possible.  Advise the customer on driving maximum benefits from the solution, whilst keeping customer specific work to an absolute minimum and liaise with various areas of the business on these accordingly. It is therefore essential, that they keep up to date with new product developments as they become available through the normal product release cycle.  The Application Specialist TCLE must be available to visit customer sites and may be assigned to projects that require regular travel with the possibility of spending up to 5 days away from home each week.

Key Responsibilities

The Application Specialist will act in accordance with the latest version of the InterSystems ARIES Customer Engagement Methodology, which will be modified from time to time as part of our ongoing culture of continuous improvement.  The Application Specialist will undertake the following:

Discovery      

• Review proposal and tender documentation prior to release to customer and inform colleagues on gaps in areas of functionality
• Analyse customer processes 
• Identify gaps and possible solutions
• Run Edition Proposed solution presentations with the customer.

Launch 

•  Run Edition Customer Induction workshops
• Consult and advise the customer as to how adopting InterSystems solution could benefit the customer to improve their existing processes
• Propose solutions for customer problems by mapping existing product components and minimize the need for variations from standard ISC products lines including where relevant Regional Editions
• Produce clear documentation (business requirements/maps, solution design document, validation scripts)
• Work with the customer to ensure early data collection information is gathered correctly and as per the schedule
• Log any additional configuration through Edition change process and follow up with product team to close the configurations 

Setup

•  Set up customer site configuration
• Create validation scripts for verifying agreed configuration 
• Participate in validating the configured system based on solution design
• Participate in validating the migrated data to ensure it works with the solution
• Log errors following the standard corporate procedure
• Support customer validation
• Troubleshoot customer issues during implementation phases
• Follow-up on test fixes and work with the Project Manager/Product Team to implement fix
• Distinguish issues from change requests and log following standard corporate procedure
• Document Handover Documentation for Support

Adoption

•  Participate in Dry Run process
• Prepare Train the trainer material 
• Conduct individual and group training, product demonstrations and workshops as required
• Train Customer Trainers on TrakCare functions as per customer solution
• Provide on-site support to Customer Go-Live 

Sustain

•               Liaise with other InterSystems departments to resolve any remaining issues
• Complete the support handover process

On-going responsibilities

•               Support colleagues and assist in spreading application knowledge
• Maintain consistent and traceable documentation as required
• Learn new functionalities available on the TrakCare product

Skills and Experience 

Essential            

•  Excellent communication skills and experience of conducting customer training, workshops and/or presentations
• Excellent consultative skills ability to articulate and communicate ideas
• Experience interacting directly with customers, including laboratory professionals and clinicians, and confidently delivering strong messaging
• At least 3 years’ experience working in healthcare and a good understanding of medical laboratory processes and accreditation standards.
• Experience implementing software solutions
• Experience contributing to a multi-disciplined team
• Experience with writing functional documents 
• Experience of business process mapping
• Knowledge of Information Systems

Desirable

•  Experience in communicating with key stakeholders at various levels within healthcare organisations which may be government/public and/or private sector businesses
• Experience with LIMS as integrated solution with EMR systems, or as standalone solution.
• Exposure to IT services in a customer-facing setting
• Previous experience as an Application or Configuration Specialist
• Previous experience of change management
• Good computer skills 
• Experience conducting software testing
• Experience in consulting on Laboratory Solutions

Education & Training

• Bachelor’s  degree or equivalent work experience
• Medical Laboratory Technologist or other Laboratory Experience
• Proficiency in English and one other language