Job Summary

InterSystems is the place for someone looking for a challenging career and access to the kind of training, expertise and tools that only a large company can offer. Our international reach also means you have the opportunity to be part of a truly global organization of smart, technically-minded people.

InterSystems  is expanding the Testing as a Service (TaaS) team and is looking for Testing Facilitators to provide an automated testing service for large scale healthcare IT customer base. The role is best described as an administrative role with a technical slant. You will train our automated test platform by following customer test scripts. No programming or specific technical knowledge is required, but a strong interest in IT, a good working knowledge of web browsers, office tools (such as Microsoft Word and Excel) and a methodical mindset are must-haves. The TaaS team uses cutting edge cloud hosted GUI automation tools and infrastructure automation. Learn new tools and skills while providing a crucial service to major healthcare providers. This is a full-time permanent role.

Responsibilities

The duties initially assigned include, but are not limited to:

• Record detailed functional test scenarios into automated test scripts using InterSystems test automation toolkit.
• Coordinate the execution and review of automated testing.
• Document any functional, usability and performance issues detected by automated test runs.
• Liaise with other departments and subject matter experts during the creation and running of automated tests.
• Perform ongoing maintenance on automated test scripts.
• Other duties may be directed by the company from time to time.

Experience and Qualifications

• Demonstrated interest in IT and the application of technology to add value and/or solve problems.
• Strong computer skills are essential, scripting or test automation experience is an advantage.
• Application testing expertise is desirable especially in healthcare applications.
• A flexible and adaptable approach to learning new methodology, technologies and software products.

Education and Training

Technical or Computer Science Degree

InterSystems Italia seeks experienced candidates who are creative, motivated, and energetic problem-solvers to join a group of experts working with a broad range of new and advanced technology. You will have the opportunity to work with some of Italy's leading organizations in healthcare.

Responsibilities:

• Provide immediate response to customer inquiries in accordance with service standards. Provide support to current installed based customers.
• Provide the link between our customers and the InterSystems Global Support organization
• Liaise with customers in order to understand the work processes and requirements that are required to be addressed by the TrakCare application
• Provide application support for the TrakCare Hospital Management System.
• Support the implementation of the TrakCare application in a manner that will suit the business requirements of the customer and follow the methodologies and processes of InterSystems
• Escalate Open (unresolved) problems in accordance with current policies and procedures.
• Conduct individual and group training, product demonstrations and workshops as required
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
• Be a Subject Matter Expert (SME) for TrakCare.
• Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
• If required, work with our partners to identify potential changes within the parameters of the product
• Participate in on-site implementations if required
• Participate in on-site Support related meeting with customers/partners if required
• Participate in the on call 24 hour roster service

Experience and Qualifications:

• General aptitude for solving problems and using technology to improve processes
• Understanding and experience in implementation of product solutions
• An ability to handle multiple tasks simultaneously and within tight time constraints
• Proven ability to work through problems with different customer groups achieving positive outcomes
• Understanding and experience with Hospital Information, Patient Administration (PAS), and Clinical Information Systems preferred
• Understanding of the importance of Health Informatics standards, reporting requirements and legislative controls
• Be able to design and write specification documents related to customer requirements
• Ability to work in team (with colleagues/partners eventually located in different town/countries)

Education and Training:

• BS or MS in Computer Science or equivalent; (Physics, Mathematics, Sciences), OR
• University degree in medical informatics, management information system, system engineering or any related field.

As an equal opportunities employer, InterSystems does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our organization.

Job Summary

The Service Manager is a key operational leadership role responsible for overseeing and enhancing the service delivery experience of TrakCare and IntelliCare customers. Acting as the primary post-go-live point of contact, the Service Manager is accountable for driving customer satisfaction, ensuring SLA compliance, managing escalations, and coordinating internal delivery teams. This role bridges the gap between operational performance and strategic partnership, working closely with Account Management, Support, Implementation, and Product teams to ensure the successful delivery and continuous improvement of services.

With a deep understanding of product capability, deployment nuances, and customer priorities, the Service Manager plays a pivotal role in aligning service delivery with contractual obligations, business goals, and long-term relationship success.

Key Responsibilities

• Model after Epic’s support structure where each customer has a (non-exclusively) assigned point of contact within support
• Serve as the primary service delivery contact between the healthcare provider and internal technical/support teams.
• Oversee the end-to-end service lifecycle, ensuring SLAs and KPIs are met or exceeded.
• Coordinate and chair regular service review meetings with stakeholders, including incident, problem, and change management reviews.
• Monitor and report on system performance, availability, and user satisfaction; initiate improvement plans as needed.
• Manage escalations for major incidents and ensure timely communication and resolution.
• Maintain a clear roadmap of service enhancements, patches, and upgrades in collaboration with Programme Management.
• Ensure compliance with ITIL practices across incident, problem, change, and release processes.
• Track service requests, recurring issues, and risks, proactively addressing root causes to minimise disruption.
• Lead post-incident reviews and coordinate problem management investigations and follow-ups.
• Liaise with internal teams for escalated technical support and product guidance.
• Collaborate with customer clinical informatics, IT, and operational teams to align the service to business and clinical needs.
• Maintain service documentation, including support contacts, escalation paths, and reporting templates.

Skills & Qualifications

• Strong understanding of TrakCare/IntelliCare modules and their integration within clinical workflows.
• ITIL-qualified and experienced in IT Service Management (ITSM) within a healthcare or enterprise application support environment.Excellent stakeholder management, communication, and negotiation skills.
• Proven experience handling service escalations and high-impact incident response.
• Analytical and detail-oriented approach to service metrics and problem-solving.

The Support Facilitator ensures customer satisfaction by facilitating, primarily by phone, customer requests for technical assistance and other support related services.

Job Responsibilities:

· Achieve at least 75% immediate response to customer inquiries in accordance with service standards.

· Ensure that accurate customer information and call tracking details are recorded in the Worldwide Response Center Database.

· Provide timely notification to Support Managers of any issue that may impede prompt service or customer satisfaction.

· Help balance daily distribution of incoming support inquiries.

· Ensure customer satisfaction by using good judgment if current Policies and Procedures introduce a conflict with the customer; subsequently, escalate to management.

· Acquire new skills by assuming additional responsibilities as requested.

· Additional responsibilities as determined by management.

Job Requirements:

· Minimum of Associates Degree; Bachelors Degree preferred

· Excellent verbal communication and interpersonal skills appropriate for a customer service position

· Excellent multi-tasking skill

· Previous Customer Service experience a plus

· Good written communication skills

· Multi-lingual skills a plus (Spanish, English, Portuguese)

· Willingness to work in shifts (on a rotative basis) to maintain 24 x 7 coverage of Support Hotline

The Application Support Specialist will contribute to the successful and timely support and deployment of the TrakCare product by providing application knowledge in the functional areas of product support, requirements scoping, field design documentation and change request testing. The Applications Support Specialist will act as an ''expert'' product resource for our partners.

As Application Support Specialist, you must creative, motivated, and energetic problem-solvers. You will have the opportunity to work with some of the world’s leading organizations in healthcare. This position will also encourage and prepare you to take on other growth opportunities within the organization.

A mentor will help you identify and develop your application skills, professional, and personal skills for a successful career. Depending on your level of experience the training program can include: classroom learning, e-learning, projects, and external courses. Your mentor will also help you familiarize you with the InterSystems environment.

Responsibilities:

• Ready to work in the Support team.
• Provide immediate response to customer inquiries in accordance with service standards. 
• Provide support to current installed based customers. 
• Provide the link between our customers and the InterSystems Global Support organization.
• Liaise with customers in order to understand the work processes and requirements that are required to be addressed by the TrakCare application.
• Provide application support for the TrakCare Hospital Management System.
• Support the TrakCare application in a manner that will suit the business requirements of the customer and follow the methodologies and processes of InterSystems.
• Escalate Open (unresolved) problems in accordance with current policies and procedures. 
• Conduct individual and group training, product demonstrations and workshops as required.
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management. 
• Be a Subject Matter Expert (SME) for TrakCare.
• Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
•  If required, work with our partners to identify potential changes within the parameters of the product.
• Participate in on-site support if required.
• Participate in the on call 24-hour roster service.

Qualifications:

• General aptitude for solving problems and using technology to improve processes.
• Understanding and experience in product solutions support.
• Understanding and experience with Hospital Information Systems.
• Proven ability to think laterally and come up with innovative solutions for software product Support.
• Experience working in software not limited to a Developer, Quality Engineer and/or Solutions Architect.
• An ability to handle multiple tasks simultaneously and within tight time constraints.
• Proven ability to work through problems with different customer groups achieving positive outcomes.
• Understanding and experience with Hospital Information, Patient Administration (PAS), Billing, and Revenue cycle management Systems
• Understanding of the importance of Health Informatics standards, reporting requirements and legislative controls

Education and Training:

• BS or MS in Computer Science (or equivalent) or business as announced in the vacancy.

Job Summary

This senior leadership position is responsible for providing strong executive presence and strategic direction for Product Support across the Middle East region. The role ensures an outstanding level of customer service while acting as a visible, credible, and proactive member of the regional management team.

The Regional Support Manager is accountable for elevating service maturity, delivering modern support practices, strengthening regional leadership cohesion, and driving measurable performance improvement aligned with both global strategy and regional business priorities. This role leads the Support and Services teams and represents Product Support at senior customer and executive forums across the region.

Responsibilities

• Provide visible, credible leadership to customers, partners, and internal stakeholders, representing Product Support at executive governance forums and acting as the senior escalation point for complex or high-impact matters.
• Act as an integral member of the Middle East regional management team, contributing to regional strategy, commercial discussions, resource planning, and operational decision-making beyond functional boundaries.
• Lead, develop, and performance-manage the regional Support function, establishing clear accountability, measurable objectives, and a high-performance culture focused on outcomes rather than activity.
• Own the end-to-end regional service delivery model across Incidents, Service Requests, Enhancement Requests, and upgrades, ensuring structured prioritisation, demand management, and alignment to contractual commitments and business value.
• Drive disciplined service governance, including KPI definition, SLA performance, backlog management, trend analysis, and executive-level reporting with clear corrective and preventative action plans.
• Champion a consultative approach to customer engagement, ensuring the team understands the underlying business requirement and defines appropriate, sustainable solutions rather than defaulting to unconditional agreement or tactical fixes.
• Partner with Product, Development, and Services teams to address recurring issues, influence product direction, coordinate upgrade strategies, and ensure regional requirements are effectively represented in global roadmaps.
• Oversee major incident management, change governance, and release readiness, ensuring structured communication, risk management, and minimal disruption to customer operations.
• Lead the continuous improvement and modernisation of regional support practices, incorporating best-practice service management frameworks, automation, tooling enhancements, and data-driven decision-making.
• Ensure robust communication and escalation processes across regional and global stakeholders, fostering transparency, alignment, and strong cross-functional collaboration.
• Develop future regional support leaders and embed a culture of ownership, innovation, and constructive challenge within the team.

Experience and Qualifications

• Minimum 10–12 years’ experience in Information Technology Support, with at least 5 years in a senior leadership role.
• Demonstrated executive presence and experience engaging with C-level stakeholders and senior healthcare leaders.
• Proven ability to operate as part of a senior regional management team and influence cross-functional outcomes.
• Experience supporting multiple enterprise applications, preferably in Healthcare.
• Strong track record of driving cultural change, service transformation, and measurable performance improvement.
• Experience managing support from both service delivery and development perspectives.
• Deep understanding of service management frameworks (e.g., ITIL) and modern support methodologies, including automation and data-driven performance management.

Education and Training

• Bachelor’s degree in Healthcare, Computer Science or a related field
• ITIL certification (preferred)
• Relevant leadership or management training (preferred)

Profile Summary

To ensure customer satisfaction by triaging support requests, facilitating rapid responses, ensuring requests contain sufficient detail and managing the support queue and backlog.

Key Responsibilities

• Provide immediate response to customer support inquiries via phone or iService (the TrakCare ticketing system)
• Ensure iService tickets contain sufficient information and detail for second line support to work with, according to the minimum datasets laid out
• Where possible, provide immediate resolution to support inquiries. Alternatively, triage the inquiry and determine the best person to pass it to
• Develop and maintain a set of Standard Operating Procedures for responding to common and/or repeatable inquiries
• Timely notification to the Incident Manager of any issue that may impede immediate response or customer satisfaction
• Liaising with other departments in order to ensure appropriate activity on iService activity
• Assist the Incident Manager with the monitoring, management and processing of iService queues
• Provide regular reports to management and customers as requested
• Acquire new skills by assuming additional responsibilities as requested.
• Additional responsibilities as determined by management.

Skills and Experience 

• IT or health-based degree or 2 years related experience
• Friendly and professional verbal and written communication skills demonstrated by prior customer service experience
• Good organisation skills with demonstrable attention to detail

Education and Training

• IT or health-based degree or 2 years’ related experience

InterSystems is looking for talented and curious problem‑solvers eager to join a team of experts working with cutting‑edge technologies. In this role, you’ll sharpen your technical and professional skills in a collaborative environment where teamwork and innovation go hand in hand. You'll be partnering with developers from our technology ecosystem to help them build and support real‑world applications that make a tangible impact. You’ll also work closely with some of Italy’s most influential healthcare organizations, contributing to projects that shape the future of the industry.

Responsibilities:

• Provide immediate response to customer inquiries in accordance with service standards.
• Provide technical support for application development using InterSystems’ technology stack.
• Provide advice and best practices to Partners for technical areas such as installation, configuration, development as well as operation of InterSystems’-based products.
• Provide technical support for troubleshooting and performance analysis.
• Escalate Open (unresolved) problems in accordance with current policies and procedures
• Production of training materials for technical courses such as system custom development.
• Production of technical documentation such as reference materials, installation instructions, user guides, knowledge-base articles and how-to’s.
• Continuously improve customer satisfaction by soliciting customer suggestions for product and service improvements and then escalating such suggestions to management.
• Improve response time to customer inquiries by continuously improving communication, analytical, and learning skills.
• Participate in on-site technical training if required
• Participate in on-site Support related meeting with customers/partners if required
• Participate in the on call 24 hour roster service
• Participate in on-site implementations if required

Qualifications:

• Knowledge of web oriented languages, including HTML, and Javascript.
• Experience with SQL, data analysis and database methodologies
• Knowledge of programming languages – ideally Java or C++
• Experience working in software not limited to a Developer, Quality Engineer and/or Solutions Architect
• Experience with data analysis and database methodologies
• Be able to design and write technical documents.
• Well versed in Internet / Intranet concepts
• Experience within InterSystems products (Cache, Ensemble) highly desirable but not required
• Ability to work in team (with colleagues/partners eventually located in different town/countries
• BS or MS in Computer Science or equivalent is desirable but not mandatory

As an equal opportunities employer, InterSystems does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our organization.