Client Services Specialist

Clinisys is a global provider of intelligent diagnostic informatics solutions and expertise designed to redefine the modern laboratory, across healthcare, life sciences, and public health. Millions of diagnostic results and data insights are generated every day using Clinisys’ platform and cloudbased solutions in over 3,000 laboratories across 34 countries. Headquartered in Tucson, Arizona, and Woking, England, Clinisys’ mission is to enhance the effectiveness of diagnostic workflows in any laboratory or testing environment and keep citizens and communities healthier and safer.

Purpose (of the role):

The Client Services Specialist is responsible for the successful implementation, deployment, and support of technically complex software solutions within client environments through a centralised intake process (e.g. ServiceNow). Work items are assigned with detailed requirements, contextual information, and predefined standards via structured request forms, enabling consistent, high-quality delivery at scale. This role involves managing client issues, performing upgrades, and ensuring high-quality delivery aligned with client business needs. The specialist is expected to leverage AI-assisted tools where appropriate to accelerate troubleshooting, improve documentation quality, and enhance delivery efficiency, while maintaining strong ownership, accuracy, and client satisfaction. The role requires independent judgment, technical expertise, and the ability to operate effectively in high-pressure environments.

Clinisys' AI Philosophy

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. We must drive an AI-first sense of purpose and urgency.

Job Summary:

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.