Vacancies

System Administrator, Technical Support & Training Specialist

Function
Information technology
Facility
Life Head Office, Illovo, JHB
Position
System Administrator, Technical Support & Training Specialist
Introduction

A vacancy exists for a System Administrator, Technical Support & Training Specialist at Life Occupational Health Head Office reporting to the Statistics Analyst & System Specialist, Coleen Tiedemann. The successful candidate will be responsible for ensuring implementation, support, administration, client report from and training of business systems’ across all Life Employee Health Solutions and Life Occupational Health’s clinics nationally. In addition, the incumbent will oversee all the business system processes, ensuring the quality, accuracy, efficiency of these processes and the professional delivery of the business systems and client reports.

Critical Outputs
  • Implement, administer, support and provide training on all business systems across all clinics nationally and according to the Information Management standards of Life Healthcare.

System Administration

  • Tracking, control, supervision and follow up of system processes, strictly enforcing relevant targets, processes and deadlines.
  • Create, manage and maintain user access and user roles on all business systems.
  • Create, manage and maintain all operational sites within the business systems.
  • Database and system table and list maintenance and quality control.
  • Monitor, trouble-shoot and escalate device synchronisation issues, processes and protocols.
  • Monitor, trouble-shoot and escalate site connectivity and network issues.
  • Monitor systems availability and ensure availability of at least 95%.
  • Manage the import and export of data from various platforms and systems.
  • Integrate disparate business systems.
  • Business system maintenance and improvement to ensure system sustainability in the relevant environments’.
  • Apply enhancements based on user requirements.
  • Test all business system enhancements.
  • Maintain all system specification and/or access and/or maintenance documents, ensuring that all documentation is appropriately document controlled and that the document control process is maintained at all times.
  • Investigation and analysis of data record errors, queries and complaints and implementing corrective action within agreed turnaround times.
  • Record keeping, produce and compile reports on all system activities including availability, efficiencies, defects, risks and processes.
  • Ensure that all system processes align to the POPI Act and the Life Occupational Health’s Records Management Policy and Procedure.

Technical Support

  • Troubleshooting of all first and/or second level business system issues (first line support), including assessments, escalations and resolutions of issues.
  • Call logging, tracking and escalations for prompt resolution of all system issues.
  • Application Installations and installation trouble-shooting.
  • Offer ongoing technical and/or user support, including hand-holding to assist the users in solving problems and maximising the benefits of all business systems.

Reporting

  • Manage and ensure the quality of our Client processes (Data Tracking, Capturing, Importing, Summaries, Reports, Ad hoc queries and analysis).
  • Conduct detailed data, process and report comparisons, validations and/or data analysis.
  • Compile, analyse and distribute accurate client reports, in the specified format, from all business systems and for all clients nationally by the deadline, weekly and monthly.
  • Obtain sign-off from relevant stakeholders for all client reports.
  • Timely completion of queries, data requests and data corrections, and distribution of accurate and timely reports.
  • Reasonability, quality assurance and accuracy analysis on all data, reports and statistics from various business systems.

Training

  • Training of all users on all business systems.
  • Identify user training needs nationally, by evaluating user and system strengths and weaknesses.
  • Compile training and implementation plans on a national level and for all system enhancements.
  • Plan, make arrangements and organise all training events.
  • Track, keep record of, produce and compile reports on all training activities and user queries.
  • Communicate with Users to ensure their service requirements are being met.
  • Conduct post implementation reviews to ensure users are fully trained, confident using the business systems’ and applying best operating guidelines, to ensure alignment to our contracted services and/or agreements.
  • Develop, maintain and update handouts, instructional materials, aids, presentations and training manuals for all business systems.
  • Develop, document and update best operating and training guidelines.

Analysis and Implementation

  • Define, develop and compile the necessary business case studies, flow diagrams, functional and technical project specification documents.
  • Ensure that business needs are clearly documented by mapping changes to existing processes or developing new processes as required.
  • Take ownership of the development process on behalf of the business by attending meetings with relevant teams and liaising with vendors or developers thereby ensuring any development or system enhancements are according to specification.
  • Acting as a ‘bridge’ between business needs and the ICT department by translating business requirements into technical specifications.
  • Provide support during the development phase by being available for questions or clarification, and providing feedback to project or system teams as appropriate, thus minimising potential rework by clearly articulating and communicating business specifications, using multiple channels (workshops, refinement of specifications, email etc.) to facilitate understanding.
  • Provide guidance, advice and recommendations to business that is aligned to the strategic objectives of the business.
  • Identify waste, redundancies and gaps in work processes in order to address and find solutions for improving work processes thus ensuring efficiency gains in the business operational areas.
  • Implement continuous process improvement solutions and report on improvement measures monthly.
  • Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Analyse information, conduct audits and evaluate results to choose the best solution and implement problem solving initiatives.
  • Plan and implement roll out strategies.

Administration and Communication

  • Contribute positively towards the achievements and strategies of the business operations team.
  • Assist with, participate and manage projects which arise due to clients’ and/or business needs and/or requirements.
  • Manage all internal and external client complaints and queries.
  • Manage and reduce costs linked to vendor support calls.
  • Track cost approvals, quality control and sign-off on vendor invoices.
  • Maintain an efficient, up to date tracking and electronic filing system.
  • Liaison with Coordinators, Data Administrators, Key Account Managers, Clinical Professionals, Operational Managers, Regional Managers, Informatics Professionals and Clients.
  • Ad hoc projects and tasks as required.
Requirements
  • Matric with a minimum of 2 to 3 years relevant Healthcare experience is required.
  • Current studies in progress towards a qualification in Informatics, Industrial Engineering, Project Management and/or Business Analysis would be an advantage.
  • Knowledge of SQL Server technologies and the ability to write SQL code would be an advantage.
  • Knowledge of business processes would be an advantage.
  • Ability to interface and communicate effectively with all levels of users.
  • Ability to present complex information to a variety of audiences.
  • Ability to work independently yet within a team environment.
  • Deadline driven and a sense of urgency.
  • Excellent verbal and written communication skills and professional impact.
  • Advanced MS Excel experience e.g. Pivot Tables, formulas (including vlookup), macros, graphs etc. are essential.
  • Excellent understanding of MS Office applications and excellent computer proficiency in general.
  • Initiative, logical thinking, analytical and numerical ability essential.
  • People management skills and experience would be an advantage.
  • Keeping up-to-date technically and applying new knowledge to the system and business processes.
  • Driver’s license, ability and Own Transport essential, and must be willing to travel and spend time away from home.
  • Sound decision making and organisational skills with the ability to implement new ideas will be most suitable for this position.
  • Customer orientation, focus, teamwork, accuracy and attention to detail complete the profile.
Competencies
  • Problem solving, analysis and judgement.
  • Resilience.
  • Engaging diversity.
  • Effective, Clear verbal and written communication and instruction.
  • Influencing.
  • Time Management.
  • Tolerance for stress.
  • Learning and Researching.
  • Creating and Innovating.
  • Persuasive.
  • Building relationships.
  • Customer responsiveness.
  • Organisational awareness.
  • Drive and energy.
  • Excellence orientation.
  • Ethical behaviour.
  • Analytically strong.
  • Planning and Organising.
  • Self-driven and assertive.
  • Attention to detail.
Email
coleen.tiedemann@lifehealthcare.co.za
Closing date
Wednesday, April 17, 2019

Internal applicants - Before making an application, you are requested to discuss your application with your line manager. Only short listed candidates will be contacted. Should you not receive any communication after 2 weeks of closing date, kindly consider your application as unsuccessful.

External candidates will also be considered.

Explore our vacancies and find the right opportunity for you. Download the application form and email to the relevant contact person specified in the job advertisement.

Life Healthcare is an equal opportunity employer.


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