Business Systems Lead at Penda Health

Role Summary

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