About Us
Penda Health is an award-winning, innovative healthcare company dedicated to delivering high-quality, compassionate, and trustworthy care to every patient we serve. Our vision is for everyone in Africa to have healthcare they can trust — care that is accessible, reliable, and centred on people.
Today, our team of 500+ passionate professionals proudly operates 20 Medical Centres across Nairobi, Kiambu, and Kajiado Counties, offering a wide range of outpatient and diagnostic services.
At Penda, our culture is built on a place where our people grow, our patients feel valued, and our communities thrive — because we're Here When It Matters.
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.
Key Responsibilities
IT Systems Operations and Maintenance
- 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.
User Account Management and Support
- 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.
Training and Onboarding
- 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.
Documentation and Communication
- 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.
Business Continuity and Compliance
- 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.
Software Solutions Management
- 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.
Account Troubleshooting and Management
- 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.
You'll Be a Great Fit If You Have…
- Bachelor's degree in Computer Science, Information Technology, or related field
- 3+ years of experience in IT systems administration
- 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
- Willingness to work sometimes odd hours
- Programming skills in languages such as Python, JavaScript, or C# are a significant advantage
- Relevant certifications (e.g., CompTIA Network+, MCSE, CCNA) are preferred
Core Strengths for Success
- 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
Application Process
If you meet the above qualifications and are passionate about contributing to Penda Health's mission of delivering trusted, high-quality healthcare, we'd love to hear from you.
Applications will be reviewed on a rolling basis, so early submission is encouraged.
Please note that only shortlisted candidates will be contacted due to the high volume of applications received.
