Business Systems Lead

The Business Systems Lead plays a critical role in ensuring the smooth operation and security of Penda's IT systems. This position involves managing day-to-day IT operations, troubleshooting system issues, and maintaining software and cloud services to minimize downtime. The ideal candidate will be a proactive problem solver, with strong technical knowledge and a solid understanding of healthcare IT systems, particularly HMIS (Electronic Medical Record Systems). They should have excellent communication skills to support both technical and non-technical users across multiple locations, as well as a commitment to continuous learning and adaptability in a fast-paced environment. The Business Systems Lead will also collaborate with the business systems team on projects and be a key player in maintaining system compliance and security standards.

Key Responsibilities

IT Systems Operations and Maintenance

Manage day-to-day operations and maintenance of all IT software systems.
Monitor, track, and resolve system issues to ensure minimal downtime
Conduct regular system audits, updates, and apply new patches and releases.
Implement and maintain security measures across all software solutions.
Ensure compliance with organizational IT policies and strategies.
User Account Management and Support

Handle user account management and access control, including policy creation.
Manage application security settings appropriate to job categories.
Serve as a strategic escalation point for system-related issues, working closely with the Help Desk and broader team to ensure efficient resolution and continuous improvement.
Occasionally provide remote and in-person technical support to users across all medical centers and the support office to further your understanding of system and user issues and to maintain focus on the end users.
Oversee and manage escalated issues, ensuring adherence to defined SLAs for resolution in collaboration with the systems team.
Training and Onboarding

Conduct IT induction and system security awareness training for new employees.
Provide systems onboarding training and ongoing support for staff.
Train staff on new system releases and updates.
Support end-users through system changes to ensure smooth transitions.
Structure, create, and provide end-user training for more established and advanced users to ensure teams can take full advantage of systems and features.
Documentation and Communication

Develop and maintain detailed documentation, manuals, and procedures for all software solutions.
Communicate proactively within and outside the department about system updates and changes.
Act as a liaison with third-party vendors to resolve IT issues.
Business Continuity and Compliance

Conduct regular business continuity activities for all software solutions.
Follow up on IT audits and system reviews to ensure 100% compliance and address any findings.
Software Solutions Management

Assist in sourcing, implementing, and maintaining new software solutions.
Manage software subscriptions effectively.
Collaborate with business systems analysts to ensure that software systems at Penda have remarkably high ROI and drive business success.
Account Troubleshooting and Management

Perform troubleshooting, maintenance, and management of accounts for all critical applications and services.
Monitor and enforce IT systems policies and strategies defined by the organization.
You’ll Be a Great Fit If You Have…

Bachelor’s degree in Computer Science, Information Technology, or related field
3+ years of experience in IT systems administration
Strong knowledge of network infrastructure and security protocols
Experience with healthcare IT systems, particularly EMR
Highly organized self-starter with an eye for detail
Ability to effectively juggle multiple projects and user support activities
Entrepreneurial, flexible attitude with ability to work well in ambiguous, changing situations and prioritize work accordingly
Ability to function independently with minimal supervision
Strong interpersonal, clear communication (verbal and written), and customer service skills
Demonstrated ability to execute critical projects with accelerated schedules and manage demands with frequent changes or delays
Ability to multi-task and work effectively as part of a team
Willingness to work sometimes odd hours
Programming skills in languages such as Python, JavaScript, or C# are a significant advantage
Relevant certifications (e.g., CompTIA Network+, MCSE, CCNA) are preferred
Core Strengths for Success

Ability to maintain confidentiality of sensitive information
Willingness to work in a dynamic, fast-paced environment
Commitment to ongoing learning and professional development and adapting to new technologies and processes
Ability to work effectively in a team environment
Strong attention to detail and organizational skills
Ability to manage multiple tasks and prioritize effectively