Clinisys hiring for Client Services Specialist

Essential Functions / Job Responsibilities

· Resolve stakeholder-submitted technical issues and lead upgrade activities end-to-end, leveraging AI-assisted diagnostics and knowledge tools to improve resolution speed and accuracy.

· Execute configuration tasks assigned through structured intake systems (e.g. ServiceNow), ensuring full adherence to the instructions, context, and acceptance criteria provided within each request.

· Interpret and apply detailed work instructions, templates, and supporting documentation to deliver consistent, high-quality outcomes across repeatable configuration activities.

· Operate within a process-driven delivery framework, ensuring tasks are completed efficiently, accurately, and in alignment with defined service levels and quality benchmarks.

· Create and maintain detailed technical checklists and implementation workflows, using AI tools where appropriate to standardise and improve documentation quality.

· Follow established escalation pathways when task inputs, requirements, or instructions are unclear or incomplete, ensuring risks to quality or timelines are proactively managed.

· Assist in developing and executing test plans for Alpha and Beta phases based on client-specific requirements.

· Work closely with cross-functional teams to ensure seamless implementation, issue resolution, and continuous delivery improvement.

· Participate in periodic maintenance releases and contribute to ensuring stable and efficient deployments.

· Prepare structured project documentation (e.g., Wiki pages, QA requests, upgrade checklists, change analyses), leveraging AI to improve consistency and turnaround time.

· Manage multiple complex technical issues simultaneously, ensuring prioritisation and timely resolution aligned with client expectations.

· Maintain strong stakeholder relationships and act as a trusted technical partner during implementation and upgrade cycles.

Skills needed to be successful

· Strong knowledge of software implementation, deployment processes, and client-facing technical delivery.

· Ability to understand and apply AI-assisted tools for troubleshooting, documentation, and process efficiency in a controlled and secure manner.

· Strong analytical and problem-solving skills with the ability to handle complex technical issues.

· Ability to communicate technical information clearly and effectively to both technical and non-technical stakeholders.

· Proficiency in web technologies including HTML, JavaScript, and related frameworks.

· Strong collaboration and stakeholder management skills across global and cross-functional teams.

· Ability to manage multiple priorities in high-pressure environments while maintaining quality and accountability.

1. Required Experience & Education

· Bachelor’s degree in computer science or related field, or equivalent work experience.

· 3+ years of experience in software implementation, technical support, or customer-facing technical roles.

· Proven experience in managing complex client implementations, issue resolution, and upgrade cycles.

· Working knowledge of HTML, JavaScript, CSS, and technologies such as VB.NET, ASP.NET, or C#.

· Familiarity with structured processes, release management, and change control practices.

· Demonstrated ability and expectation to leverage AI-assisted tools (e.g., for troubleshooting, documentation, and code support) to improve efficiency, accuracy, and turnaround time in client delivery activities.

· Ability to critically evaluate, validate, and safely apply AI-generated outputs in production environments, ensuring compliance, accuracy, and client data integrity.

· Strong ability to work in high-pressure environments while managing multiple priorities and delivering quality outcomes.

2. Preferred Experience & Education

· Experience with Clinisys products or similar enterprise/LIMS platforms.

· Exposure to AI tools (e.g., Copilot or similar) for troubleshooting, documentation, or code assistance.

· Experience in creating reusable documentation, checklists, or process frameworks for implementation.

· Knowledge of Agile/Scrum methodologies and global delivery models.

· Strong focus on continuous improvement, operational efficiency, and standardisation.

3. Supervisory Responsibilities

· None

4. Shift Timings:

· This is a permanent role comprising a five-day week with shifts to cover our US and UK hours from Monday to Friday. For India these are UK shifts from 1:00 PM to 10:00 PM IST.