ICT Officer - Systems Support Officer at Tenwek Hospital

Job summary:

• Reporting to the Systems Administrator will be responsible for administration, maintenance and Tier I line support. Responsible for maintaining, supporting, and upgrading existing systems and applications, also accountable for reinforcing quality standards and adherence to business best practices, adding value to business processes and contributing significantly to operational excellence.

Ensures that all service level agreements (SLAs) for applications support services across the organization are delivered according to specifications.
Responsibilities

• Provide first line and second line support and maintenance services to all enterprise systems. Escalates Enterprise Systems Lead and sources expertise when necessary.
• Will Proactively be monitoring various production systems for performance, availability, and other critical parameters.
• Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters.
• Ensure the enterprise systems is adequately sized to meet SLA’s with the business.
• Define and monitor data and application availability for the enterprise system.
• Document and update processes and procedures in use for the enterprise system.
• Will be responsible for monitoring SLAs and OLAs.
• Adequate communication to stakeholders on the state of any tickets assigned
• Follow up and reporting on tickets escalated to third line support
• Participate in testing new system functionality before deployment into production environments.
• Ensures that new technical requirements for business systems are properly integrated with existing processes, procedures and skillsets.
• Reviews training /knowledge transfer programmes and seeks approvals for implementation.
• Will Map and documents interfaces between legacy and new replacement systems to guide systems transition initiatives.
• Assist in the definition, development, and documentation of software’s business requirements, objectives, deliverables, and specifications in collaboration with internal users and other departments according to system development life cycle standards.
• Administration of Enterprise application systems and others
• Act as liaison with IT infrastructure group and to resolve problems with IT applications
• Test the achievement of supportability requirements for delivered solutions.
• Seek approvals for User acceptance tests.
• Perform other tasks as assigned by Head of Ict.

Qualifications,

• Bachelor’s Degree in Computer Science or Information Technology.
• Relevant professional certification in ICT; ITIL PMP or Equivalent.
• Knowledge of scripting languages (PHP, ASP, CSS, JAVASCRIPT, etc.)
• Knowledge of web-based technologies (HTML, XML, XHTML, DHTML, SOAP,JSON, etc.).
• Working experience with relational databases (MySQL, PostgreSQL,Microsoft SQLServer)
• End-user support Experience
• Three years experience with system enterprise applications support.
• Knowledge of Enterprise applications administration.
• Familiarity with knowledge of software, hardware, systems administration, and
• network technology
• Technical solid skill/expertise in business applications and Enterprise systems.
• Persuasive, encouraging, and diplomatic, with conflict resolution skills.
• Ability to elicit cooperation from a wide variety of sources
• Detail-oriented and process focused.
• Understanding and documenting business processes and workflows and their relationships to current and future software solutions.

Skills and competencies

• Customer Focus & Interpersonal-Skill.
• Incident & Problem Management- Knowledge
• Root Cause Analysis- Knowledge
• Vendor/Service management- Knowledge
• IT Support Processes & Enabling Tools- Skill
• Influence and Persuasion – Skill
• Ability to work with interruptions-Skill