The Clinical Application Specialist will use their healthcare, business and InterSystems product knowledge to ensure that we contract and implement InterSystems products in a successful, standard and timely manner. The Application Specialist will become an “expert” Nursing/ Doctor/Midwife resource for customers and will be expected to understand the customer process, assess solution best fit and advise the customer how to best implement the standard solution as early as possible. Advise the customer on driving maximum benefits from the solution, whilst keeping customer specific work to an absolute minimum and liaise with various areas of the business on these accordingly. It is therefore essential, that they keep up to date with new product developments as they become available through the normal product release cycle. The Clinical Application Specialist must be available to visit customer sites and may be assigned to projects that require regular travel with the possibility of spending up to 5 days away from home each week. Key Responsibilities The Application Specialist will act in accordance with the latest version of the InterSystems ARIES Customer Engagement Methodology, which will be modified from time to time as part of our ongoing culture of continuous improvement. The Application Specialist will undertake the following: Discovery •     Review proposal and tender documentation prior to release to customer and inform colleagues on gaps in areas of functionality •     Analyse customer processes •     Identify gaps and possible solutions •     Run Edition Proposed solution presentations with the customer. Launch •     Run Edition Customer Induction workshops •     Consult and advise the customer as to how adopting InterSystems solution could benefit the customer to improve their existing processes •     Propose solutions for customer problems by mapping existing product components and minimize the need for variations from standard ISC products lines including where relevant Regional Editions •     Produce clear documentation (business requirements/maps, solution design document, validation scripts) •     Work with the customer to ensure early data collection information is gathered correctly and as per the schedule •     Log any additional configuration through Edition change process and follow up with product team to close the configurations Setup •     Set up customer site configuration •     Create validation scripts for verifying agreed configuration •     Participate in validating the configured system based on solution design •     Participate in validating the migrated data to ensure it works with the solution •     Log errors following the standard corporate procedure •     Support customer validation •     Troubleshoot customer issues during implementation phases •     Follow-up on test fixes and work with the Project Manager/Product Team to implement fix •     Distinguish issues from change requests and log following standard corporate procedure •     Document Handover Documentation for Support Adoption •     Participate in Dry Run process •     Prepare Train the trainer material •     Conduct individual and group training, product demonstrations and workshops as required •     Train Customer Trainers on TrakCare functions as per customer solution •     Provide on-site support to Customer Go-Live      Sustain •     Liaise with other InterSystems departments to resolve any remaining issues •     Complete the support handover process On-going responsibilities •     Support colleagues and assist in spreading application knowledge •     Maintain consistent and traceable documentation as required •     Learn new functionalities available on the TrakCare product Skills and Experience Essential •     Excellent communication skills and experience of conducting customer training, workshops and/or presentations •     Excellent consultative skills ability to articulate and communicate ideas •     Experience interacting directly with customers, including clinicians, and confidently delivering strong messaging •     At least 3 years’ experience working in healthcare and a good understanding of clinical processes •     Experience with EMR systems •     Understanding and experience with Hospital Information, Patient Administration (PAS), and Clinical Information Systems •     Experience working in a nursing role within a hospital environment. •     Experience contributing to a multi-disciplined team •     Experience with writing functional documents •     Experience of business process mapping •     Knowledge of Information Systems Desirable •     Experience in communicating with key stakeholders at various levels within healthcare organisations which may be government/public and/or private sector businesses •     Experience implementing software solutions •     Exposure to IT services in a customer-facing setting •     Previous experience as an Application or Configuration Specialist •     Previous experience of change management •     Good computer skills •     Experience conducting software testing Education & Training Desirable •     University degree- Nursing/ Medicine Degree •     Clinical specialty •     Proficiency in English About InterSystems InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.

• Answer all incoming customer service phone calls and emails in a timely manner • Live chat with customers as requests come in • Build relationships and engage with customers • Identify customers’ needs – this includes but is not limited to clarifying customer information, order information, research & investigate customer issues and provide solutions/alternatives. • Act as a liaison between headquarters and different retail departments.

• Handle customer inquiries via phone, email, and chat. • Provide accurate and efficient support for product- or service-related questions. • Troubleshoot issues and guide customers through solutions. • Maintain customer satisfaction by delivering high-quality service. • Collaborate with internal teams to improve the overall support process.

Role Description If you're a senior level NetSuite consultant with experience helping Consumer Services organizations drive operational excellence, business transformation, and customer success, and you're excited about the opportunity to help customers harness the power of AI to transform how they operate, NetSuite ACS is the place for you! Oracle NetSuite's Advanced Customer Support (ACS) team is seeking a seasoned consultant with expertise supporting Consumer Services organizations, including: - Commercial Services & Equipment Support providers - Automotive & Vehicle Services companies - Real Estate & Property Management organizations - Health, Wellness & Personal Care businesses - Membership and subscription based businesses - Other consumer centric service organizations Experience within Financial Services environments is also highly valued due to the strong alignment around customer operations, financial management, compliance, reporting, and process optimization. This direct hire position can be home office based in most major US and Canadian cities and requires minimal travel, as appropriate. As part of the ACS team, this role will help Consumer Services customers optimize NetSuite across: - Finance - Customer management - Service operations - Workforce management - Recurring revenue - Reporting - Integrations - Emerging AI enabled business process improvements Responsibilities Include: - Participate in the identification and documentation of customer NetSuite value gaps using ACS methodology. - Work with customers to prioritize and remediate high impact business process gaps. - Advise Consumer Services customers on leading practices across customer lifecycle management, inventory and warehouse management, service delivery and field service operations, workforce management, recurring revenue models, customer retention, billing, financial operations, equipment and service contract management, property and tenant management processes, and customer experience optimization initiatives. - Define detailed functional requirements for NetSuite configurations, automations, integrations, reporting solutions, and data improvements. - Partner with Technical Services teams to design, validate, and unit test automations and integrations. - Help customers adopt AI assisted process improvements, including customer service insights, operational performance monitoring, reporting summaries, recurring revenue optimization, workforce productivity improvements, and business process automation. - Use AI tools internally to improve consulting efficiency, including discovery synthesis, requirements drafting, meeting summaries, issue analysis, research, and executive ready documentation. - Guide customers on responsible AI adoption, including use case selection, data quality, validation controls, security considerations, and change management. - Perform quality reviews of deliverables developed by other team members. - Continue to increase NetSuite product knowledge and pursue relevant certifications. - Collaborate with ACS teams including TAMs, Technical Services, Support, SuiteProjects, Analytics, Planning and Budgeting, and other specialized teams. - Follow essential internal business processes aligned toward customer success. Qualifications - 6+ years of relevant ERP, consulting, operations, finance, customer service, or industry domain experience. - Strong NetSuite ERP experience, although experience with competing ERP platforms may be considered. - Experience supporting Consumer Services organizations, including Commercial Services & Equipment Support, Automotive & Vehicle Services, Real Estate & Property Management, Health, Wellness & Personal Care, membership based organizations, subscription based businesses, or Financial Services organizations. - Understanding of customer lifecycle management, recurring revenue models, field service operations, fixed asset management, inventory and warehouse management, workforce utilization, customer retention, billing, financial management, operational reporting, and process improvement initiatives. - 2+ years of external consulting or customer facing advisory experience. - Experience defining requirements for complex customizations, integrations, reports, workflows, or business process improvements. - Ability to synthesize business requirements into a coherent story, strategic vision, and practical improvement roadmap. - Strong communication, facilitation, and executive interaction skills. - Passion for driving customer satisfaction and measurable business value. - An adopter of AI, and a passion for continual evolution in this area. Preferred Qualifications - Experience with SuiteProjects, CRM, Subscription Billing, Advanced Revenue Management, Fixed Assets, SuiteAnalytics, Analytics Warehouse, Item Management, Warehouse Management, Field Service Management, Planning and Budgeting, EPM, or Manufacturing. - Experience with AI assisted ERP capabilities, AI enabled reporting, workflow automation, customer engagement technologies, operational analytics, or business process optimization initiatives. - Familiarity with NetSuite AI capabilities such as Text Enhance, Prompt Studio, Narrative Insights, Intelligent Bill Capture, AI Connector Service, or SuiteScript AI APIs is a plus. - Experience helping customers adopt new technology, including AI, through practical use cases, governance, enablement, and change management. - Finance, accounting, service operations, property management, Real Estate, customer experience, or business operations background is a plus. - NetSuite ERP Consultant or other relevant product certifications are a plus. - Project and/or team leadership experience. - Ability to work with teams that include functional, technical, process, organizational change, and customer stakeholders. Travel Requirement - Minimal travel required, as appropriate. Benefits - Flexible medical, life insurance, and retirement options. - Encouragement for employees to give back to their communities through volunteer programs.