Job Title: ICT Officer – Systems Support
Hiring Organization: Tenwek Hospital
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Medical
Job Type: Full Time
Salary: KES
Date Posted: 05/18/2024
About
Tenwek Hospital
Mission
Statement: “Tenwek Hospital is a Christian community committed to excellence in
compassionate healthcare, spiritual ministry, and training for service to the
glory of God.” The hospital was founded in 1937 by missionaries from World
Gospel Mission and has since grown to be a leading teaching and referral
hospital in the region and one of the largest mission hospitals in Africa. It
is a non-profit faith-based organization, a ministry of Africa Gospel Church
and in partnership with World Gospel Mission. It has a capacity of 300 beds and
offers a wide-range of quality and affordable primary and specialized
healthcare services. Through partnerships with various organizations, long term
and visiting physicians (Facilitated through Samaritan’s Purse), provide Tenwek
patients with expertise in hospital care, out-patient treatment (Supported
through USAID), and HIV/AIDS care through the PEPFAR program. Tenwek is also
supported by Friends of Tenwek (FOT), a U.S.-based non-profit organization
dedicated to developing key relationships and resources that help Tenwek
fulfill its mission.
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
