Background information about the job or company (e.g., role context, company overview)

Penda Health is an award-winning startup company that is transforming healthcare in East Africa by building a chain of outpatient health clinics that offer evidence-based medical care and unparalleled member experience at surprisingly affordable rates. Penda is ranked the Best Health Care Firm to work for in Kenya and the #26 Best company to work in Kenya...

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.

Responsibilities or duties

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Qualifications or requirements (e.g., education, skills)

• Bachelor's degree in Computer Science, Information Technology, or related field
• Strong knowledge of network infrastructure and security protocols
• 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
• 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

Experience needed

3+ years of experience in IT systems administration

Experience with healthcare IT systems, particularly EMR

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Programming skills in languages such as Python, JavaScript, or C# are a significant advantage

Relevant certifications (e.g., CompTIA Network+, MCSE, CCNA) are preferred

Willingness to work sometimes odd hours

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• 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
• 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
• Programming skills in languages such as Python, JavaScript, or C# are a significant advantage

• Bachelor's degree in Computer Science, Information Technology, or related field
• 3+ years of experience in IT systems administration
• Relevant certifications (e.g., CompTIA Network+, MCSE, CCNA) are preferred