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Business Systems Support Specialist

2 months ago

Peterborough, Peterborough, United Kingdom Arcare Aged Care Full time

About the Role

The Business Systems Support Specialist role is responsible for managing and supporting various business systems, including HumanForce, eCase, Incident Management, Salesforce, DocuSign, and PageUp. As a key subject matter expert of IT systems within the business, you will provide support and administration of critical business systems at Arcare Aged Care and facilitate developing training material and delivering training on key business systems. This is a national-based role responsible for maximising the potential of these systems and others where possible to improve efficiencies, workflows, and reporting in-line with business goals and expectations.

The role reports to the Service Delivery Manager.

Responsibilities

  • Administer and support all business systems, including but not limited to HumanForce, eCase, Incident Management, Salesforce, DocuSign, and PageUp.
  • Provide assistance to subject matter experts within different business units to administer and support their respective business systems.
  • Liaison with software vendors to understand their roadmap and software functionality of future releases to ensure Arcare Aged Care is adequately prepared for upcoming training requirements.
  • Participate and provide support on projects where required.
  • Provide coverage to other business systems support staff.
  • Development of reports and dashboards for various areas of the business.
  • Prepare and manage systems upgrades, user acceptance testing.
  • Develop and maintain systems configuration and process documentation.
  • Triage and prioritise IT requests using the ITSM Tool and ensure IT Support is delivered to the defined SLA in accordance with best practice ITIL framework.
  • Ensure service requests in relation to IT issues are appropriately and professionally handled, within the business SLA.
  • Provide mentoring to other junior team members.
  • Proactively identify areas of improvements.
  • Build and maintain effective and productive working relationships with colleagues, key stakeholders, vendors, and suppliers, support the company's mission and business objectives.
  • Where required, conduct employee training and growing skillsets across the organisation.
  • Where required, develop training guides, processes, and procedures for business systems.
  • Where required, work closely with the Learning and Development team to identify eLearning initiatives and develop the required online training materials.
  • Other duties as required

Requirements

  • 3+ years of experience working in a similar role, preferably with experience in the Health and Aged Care sector
  • Expert knowledge of business systems such as CRM, Rostering, Incident Management, HR Recruitment Management, and Clinical Management. Good working knowledge of Microsoft products such as MS Office and SharePoint and eLearning etc.
  • The ability to learn quickly and pick up new business systems.
  • Successful management of BAU and project workloads.
  • Excellent analytical capability and problem-solving skills. Ability to analyse and creatively resolve complex technical and business issues.
  • Good understanding of the ITIL framework
  • Current Driver's licence
  • Current Police Clearance and Statutory Declaration that doesn't preclude working in Aged Care

Culture

Arcare Aged Care is a family-owned business, therefore open and respectful relationships are the most important thing that we do. We believe that through sharing our stories and ourselves, we are able to recognise and celebrate the uniqueness of every person. Arcare Aged Care is also very committed to nurturing people, new ideas, and personal growth by remaining flexible and open to possibilities.

Benefits

  • Supportive, friendly, and caring organisation
  • Family-owned business
  • Training plan & educational opportunities
  • Senses Framework to ensure staff are supported in personally meaningful goals
  • Novated lease available
  • Fresh fruit delivered weekly