Application support specialist - healthcare it

We’re looking for an Application Support Specialist to help ensure the smooth, timely deployment and support of the TrakCare product. You’ll provide hands‑on application expertise across support, requirements analysis, documentation, and change‑request testing, acting as a key product reference for our partners.

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 meetings 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 towns/countries)
• o Demonstrated ability to learn, evaluate, adapt to, propose and implement AI-augmented workflows in order to continually enhance your own, and the team’s, productivity
• o Experience using AI-assisted tools (e.g. copilots, summarisation tools, or chatbots) to investigate, triage, or document complex support cases, with an ability to critically evaluate and verify AI-generated outputs
• o Ability to construct effective prompts for LLM-based tools to (for example) extract structured information from clinical documentation, support logs, or knowledge bases
• o Familiarity with how AI/ML features are embedded in clinical or administrative software — such as predictive scheduling, coding suggestions, or alert prioritisation — and the ability to support end users in understanding and troubleshooting these features

Education and Training

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

What we offer

• Contratto a tempo indeterminato, 1° livello CCNL Commercio, Terziario e Servizi
• 39k–46k base salary + year-end bonus
• Lunch vouchers (€10/day), health insurance

InterSystems Italia is committed to ensuring equal opportunities for all candidates. We believe in fostering an inclusive workplace that respects and promotes diversity, regardless of gender, age, race, religion, sexual orientation, disability, or any other protected status. We encourage applications from suitably qualified individuals of all backgrounds and are dedicated to creating a fair and non-discriminatory recruitment process