Oncology Application Support Specialist

7 months ago

Johannesburg, South Africa Tipp Focus Full time

**Introduction**:
**Critical Outputs**:

- Monitor and assess the extent to which the systems functionalities, performance, etc. meet/satisfy user requirements
- Manage Service level delivery according to agreed and signed off SLAs
- Investigate incidents and problem reports regarding the systems and assist with problem resolution
- Ensure required maintenance requests are logged and implemented with little/no disruptions to business.
- Know Systems landscape and ensure that this is monitored and optimized
- Document interdependencies between systems and other related systems & processes and optimize to ensure business stability
- Manage 3rd Party escalation

**Coordinate and drive small enhancements**
- Proactively identify shortcomings, issues, etc. in Oncology system functionalities, procedures and performance and make recommendations for changes/improvements to Line
- Follow change governance process for any changes required in Oncology IT environment including sign off of UAT (user acceptance testing)
- Ensure full understanding of business changes (BRD & BSS) to determine systems impact and sign off
- Review deployment plan and sign off if correct
- Provide post-implementation user support

**Involvement in projects delivery to Oncology Business Unit to ensure**
- Smooth delivery
- Manage business expectations
- Engage stakeholders

**Support Liaison between IT and the Oncology Business**
- Communicate with Oncology business unit as per engagement model
- Provide reports and management information on Oncology system performance, issues, changes, etc.
- Keep abreast of trends, developments, best practices, competitive activities, etc. regarding systems functionalities, capabilities, etc.
- Implement relevant policies and procedure and ensure that due processes are followed related to IT delivery
- Deliver appropriate solutions to close all IT related audit findings in the Oncology business
- Monitoring of capacity, constraints and suggest improvements within infrastructure team
- Drive solution of severity 1 and 2 and root cause analysis actively until resolved and follow escalation process if required
- Identify process gaps within business process where the system can’t support the business requirement and implement solution
- Engage with vendor to enhance daily operations Oncology system performance

**Governance**
- Ensure appropriate management of the risk profile for the area of accountability, manage critical risks and ensure feedback integration.

**People**
- Communicate deviations to best practice, foster an environment of continuous learning and improved employee engagement levels.

**Finance**
- Implement effective financial control, management of costs and corporate governance in area of accountability.

**Client**
- Define and influence relationships and service level agreements made with internal and external stakeholders.
- Build and maintain relationships with stakeholders to ensure integrated approaches in pursuit of collective goals.

**Requirements**:

- 2-3 years’ direct experience in managing IT systems from a business point of view.
- 3-5 years related work experience.
- 2-3 years’ experience in analysing and defining business requirement specifications.
- Operational experience in a corporate channel environment.
- Experience in a healthcare services environment.
- ITIL Foundation Certified is a prerequisite.
- IT related qualification will be advantageous.
- Knowledge of in-house systems will be advantageous.
- The ability to communicate verbally and in writing.
- Knowledge of operating systems (Microsoft Windows)
- Data base proficiency.
- Previous experience in the healthcare industry will be advantageous.
- Sound knowledge of Information Security controls, concepts, and best practices is required along with a solid understanding of technology and associated security risks.

**Competencies**:

- Good understanding of IT systems development lifecycle principles.
- Good interviewing and listening skills.
- Good analytical and business-analysis skills.
- Good interpersonal skills
- Basic understanding of project-management disciplines.
- Basic understanding of Business Change Lifecycle methodology.
- Good written-communication skills (writing MS Word documents).
- Computer literate.
- Good Ms Office skills (MS Word, PowerPoint, Excel)
- General business acumen; commercial awareness
- Professional credibility with sponsors/stakeholders
- Team orientation
- Self-starter; resourceful
- Self-confidence and influence
- Bias for action; drive
- Attention to detail

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