Summary: Support Officer – HMIS role at Apeiro in Nairobi, providing frontline remote and on-site technical support for HMIS deployment across healthcare facilities. Requires a Bachelor’s degree in Health Informatics, IT, Clinical Medicine, or related field with 3+ years’ experience in IT support, HMIS/EMR support, or Service Desk operations. Full-time, on-site role with extensive travel to healthcare facilities nationwide.
About the role
- Apeiro Limited supports the rollout and day-to-day running of Health
Management Information Systems (HMIS) for healthcare providers.
The Support Officer – HMIS provides frontline remote and on-site support to healthcare providers during the deployment and stabilisation of the HMIS system, serving as the critical link between facility users, the service desk, and the HMIS Product Team.
Key Responsibilities
- Provide day-to-day remote technical support to healthcare
facilities, including ticket logging, triage, troubleshooting, and
resolution in accordance with established Service Level Agreements (SLAs).
- Travel to healthcare facilities to provide embedded on-site support
during system implementations, go-live activities, and post-go-live
stabilization.
- Deliver on-site and remote end-user training, coaching, and
refresher sessions to healthcare workers on HMIS applications and system
functionality.
- Support the operational management of the HMIS Service Desk,
ensuring adherence to ticketing processes, escalation procedures, SLAs,
and service quality standards.
- Lead structured knowledge transfer sessions for facility users,
system champions, and internal Service Desk teams to promote sustainable
system adoption.
- Apply and reinforce Service Desk Standard Operating Procedures
(SOPs), incident management processes, problem management practices, and
system downtime procedures.
- Onboard healthcare facilities onto Service Desk support channels,
communication processes, and incident reporting mechanisms.
- Log, categorize, prioritize, investigate, and escalate incidents
through the Service Desk in accordance with defined support processes and
escalation paths.
- Document recurring incidents, root causes, usability issues, and
enhancement requests, providing actionable feedback to the HMIS Product
and Engineering teams.
- Implement approved workaround procedures and business continuity
processes during planned or unplanned system outages.
- Participate in daily Service Desk stand-ups, operational reviews,
and continuous improvement initiatives.
- Contribute to the development and maintenance of knowledge base
articles, user guides, troubleshooting documentation, and operational
support materials.
Qualifications &
Experience
- Bachelor’s degree in Health Informatics, Information Technology,
Computer Science, Clinical Medicine, Nursing, Health Records and
Information Management, or a related field.
- Minimum of 3 years’ experience providing IT support, Health
Information Systems (HMIS) support, Service Desk operations, or working
within a clinical or hospital environment.
- Experience supporting healthcare applications, Electronic Medical
Records (EMRs), Hospital Management Information Systems (HMIS), or other
digital health platforms.
- Experience using Service Desk or ITSM platforms for incident
logging, tracking, and resolution.
- Strong understanding of incident management, troubleshooting
methodologies, and customer support best practices.
- Excellent analytical, problem-solving, and troubleshooting skills.
- Strong interpersonal, communication, and customer service skills
with the ability to engage effectively with clinical, administrative, and
technical stakeholders.
- Willingness and ability to travel extensively to healthcare
facilities nationwide on short notice.
- Ability to work independently, manage multiple priorities, and
perform effectively under pressure.
- Experience working within Service Level Agreements (SLAs) and
following established escalation procedures.
- Proficiency in Microsoft Office Suite and familiarity with remote
support tools.
- Strong documentation skills with the ability to prepare user guides,
knowledge base articles, and support documentation.
Nice to have
- Prior experience supporting Hospital Management Information Systems
(HMIS), Electronic Medical Records (EMRs), or other digital health
platforms.
- Familiarity with IT Service Management (ITSM) frameworks and Service
Desk operations, including ITIL principles.
- Experience using Service Desk and ticketing platforms such as
ServiceNow, Jira Service Management, Freshservice, or equivalent
solutions.
- Knowledge of healthcare interoperability standards such as HL7,
FHIR, or OpenHIE is an added advantage.
- Experience delivering end-user training, user adoption, and change
management initiatives.
- Exposure to healthcare implementations, go-live support, or
post-implementation stabilization activities.
- ITIL Foundation Certification or other relevant Service Management
certification is an added advantage.
How to Apply
