Support Officer – HMIS (Service Desk – SEZ Base) at Apeiro Kenya

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.

What you'll do

• 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.

What we're looking for

• 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.