Implementation Engineer at Savannah Informatics

Job Description

• We are looking for an Implementation Engineer to lead the technical implementation of Savannah Informatics’ products for new and existing clients, from initial discovery and system configuration through data migration, testing, training, onboarding and go-live.
• The role involves working closely with client stakeholders, internal engineering teams, and other departments to ensure our solutions are configured to meet client workflows and operational requirements. You will also provide ongoing technical support, troubleshoot complex issues, support adoption outcomes, and help improve our implementation processes by reducing friction.
• This is a hands-on, client-facing role that requires strong technical problem-solving skills, effective communication, ownership, and the ability to manage competing priorities in a fast-paced healthcare technology environment. You should be comfortable working with clients both remotely and on-site, understanding their needs, and translating them into practical technical solutions.

Key Responsibilities

Product Implementation and Configuration

• Lead end-to-end technical implementations, from client kickoff and discovery through deployment and go-live.
• Conduct discovery sessions with client stakeholders to understand workflows, business requirements, data structures, and integration needs.
• Configure systems to meet client requirements, including user roles, permissions, business rules, templates, and pricing or billing setups.
• Develop implementation plans, timelines, milestones, and deliverables in collaboration with clients and internal teams.
• Coordinate go-live activities, including cutover planning, contingency and rollback arrangements, and on-site or remote support during the initial post-launch period.
• Monitor post-launch adoption outcomes, such as activated users, activation of product modules, integrated workflows, and proper flow of data.

Data Migration and System Integration

• Plan and execute data migration from legacy systems, spreadsheets, and other sources.
• Clean, map, import, and validate migrated data, working with clients to confirm its accuracy and completeness.
• Build, test, and maintain integrations with third-party systems using APIs, file transfers, or middleware.
• Investigate and resolve data and integration issues, collaborating with engineering teams where necessary.

Testing and Quality Assurance

• Develop and execute test plans to verify system configuration, functionality, and integrations.
• Coordinate and support client user acceptance testing (UAT), ensuring issues are documented, tracked, and resolved.
• Validate implementation outcomes against agreed requirements before go-live.
• Identify risks, dependencies, and potential issues early, escalating blockers where necessary.

Client Training and Support

• Train client staff and system administrators on product functionality, workflows, and best practices.
• Prepare user guides, configuration notes, training materials, and other implementation documentation.
• Provide ongoing technical support after go-live, responding to service requests and incidents promptly.
• Diagnose and resolve technical issues by investigating configurations, databases, logs, and source code where necessary.
• Maintain ownership of reported issues, providing timely updates and ensuring appropriate resolution or escalation.
• Conduct on-site visits to client facilities when required to support implementation, training, troubleshooting, and issue resolution.

Project Coordination and Stakeholder Management

• Maintain clear visibility of implementation progress, timelines, risks, and outstanding issues for clients and internal teams.
• Communicate technical concepts and implementation requirements clearly to both technical and non-technical stakeholders.
• Collaborate with engineering, Customer Experience, Product, and Commercial teams to ensure successful implementations and effective client support.
• Gather client feedback, identify recurring issues and feature gaps, and share insights with the Product and Engineering teams.
• Identify opportunities to improve client value and collaborate with the Commercial team where additional solutions or services may be relevant.

Documentation and Continuous Improvement

• Maintain accurate documentation of client requirements, configurations, integrations, testing, implementation decisions, and resolutions.
• Develop reusable scripts, templates, checklists, and configuration standards to improve implementation efficiency and consistency.
• Identify opportunities to streamline implementation workflows and reduce recurring technical issues.
• Continuously develop product knowledge, technical skills, and understanding of healthcare technology and industry practices.

Qualifications and Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Hands-on knowledge of software development, databases, SQL, networking, and technical troubleshooting.
• Familiarity with programming languages and frameworks such as Python/Django, version control systems such as Git, and operating systems such as Linux or macOS.
• Understanding of APIs, data migration, system integrations, software configuration, and testing processes.
• Strong analytical and problem-solving skills, with the ability to investigate root causes and resolve complex technical issues.
• Experience with CRM platforms, ticketing systems such as Jira, Freshdesk, ServiceNow, or Zendesk, and remote support tools is an advantage.
• Strong project coordination and organisational skills, with the ability to manage multiple implementation activities, timelines, and priorities.
• Excellent communication, presentation, and client relationship management skills, including the ability to train users and engage senior stakeholders.
• Customer-focused, proactive, and accountable, with the ability to manage client expectations and remain calm under pressure.
• Good commercial awareness and the ability to identify opportunities to improve client value.
• Ability to learn complex software quickly, analyse data, identify trends, and recommend practical improvements.
• Knowledge of Kenya’s healthcare technology landscape is desirable. Experience with Electronic Medical Records (EMR), Hospital Management Information Systems (HMIS), or other healthcare systems is an added advantage.
• Understanding of healthcare data privacy and familiarity with Kenya’s Data Protection Act, 2019, are an added advantage.
• Willingness to travel to client facilities and provide occasional out-of-hours support when required.