Building an AI‑first organisation is central to Clinisys’ purpose and the impact we deliver. As a global provider of intelligent diagnostic informatics solutions, we build AI‑enabled, cloud‑based platforms to enhance diagnostic workflows across healthcare, life sciences, and public health. By applying intelligent technology thoughtfully and responsibly, we help laboratories and testing environments operate more effectively, generate meaningful insights at scale, and ultimately support healthier and safer communities. Operating across more than 30 countries, Clinisys expects all colleagues—regardless of role or function — to work confidently with AI‑enabled tools, apply digital and analytical thinking, and continuously adapt as technologies evolve, must drive an AI first sense of purpose and urgency.

Clinisys has built an unrivalled reputation for deploying complex diagnostic networks and academic centres – and is the only provider to repetitively deliver to all disciplines end-to-end – at scale. Fostering healthier communities. 

About the Role
We’re looking for a Senior Application Support Analyst to join our Service Management team. In this role, you’ll investigate, resolve, and own customer incidents within agreed SLAs, build strong relationships with users, and develop deep knowledge of clinisys products within pathology and/or radiology environments.

Key Responsibilities

• Manage, resolve, and own customer incidents within SLA, providing regular progress updates.

• Build rapport with end users and understand their clinical IT environments and pressures.

• Develop strong knowledge of clinisys products and associated healthcare workflows.

• Troubleshoot and diagnose issues using analytical and technical skills.

• Support and mentor Application Support Analysts, and work closely with Application Support Specialists.

• Follow escalation procedures appropriately and maintain high incident ownership.

• Contribute to internal documentation, knowledge base improvements, and internal systems.

• Support client and internal staff training where required.

• Participate in shift work and the on‑call rota.

• Attend team meetings and required training sessions.

Skills & Experience

Essential:

• Demonstrable understanding or interest in IT and healthcare environments.

• Excellent communication skills with technical and non‑technical users.

• Strong customer service mindset with analytical and problem‑solving ability.

• Ability to work independently with high ownership and commitment.

• Flexibility, good judgement, and strong organisational skills.

Desirable:

• BMS 1/2 status or experience in pathology or radiology settings.

• Experience in application support within IT or software organisations.

• Knowledge of SQL/Oracle, Microsoft certifications, or ITIL.

• Experience supporting healthcare or clinical IT systems.

Education

• Bachelor’s degree or equivalent relevant experience.
  

This role requires a working knowledge of Artificial Intelligence (AI) technologies and the ability to leverage them to improve processes and outcomes. A core understanding of AI concepts is required and must be able to demonstrate the use of AI tools in a professional setting.

Onboarding
As part of our onboarding process, all new employees will be required to attend / travel to the office on their first day of employment. This requirement is essential for onboarding activities, including the identity verification, completion of necessary documentation, receiving your IT equipment, introductions to key team members, and orientation to Clinisys policies and procedures.

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