IT Systems Manager

16 hours ago

Peterborough, Peterborough, United Kingdom Arcare Aged Care Full time
About the Role

The Business Systems Support role at Arcare is a key position responsible for managing and supporting various business systems, including HumanForce, eCase, Incident Management, Salesforce, DocuSign, and PageUp. As a subject matter expert of IT systems within the business, you will provide support and administration of critical business systems, facilitating the development of training material and delivering training on key business systems.

This national-based role aims to maximise the potential of these systems and others where possible, improving efficiencies, workflows, and reporting in line with business goals and expectations.

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 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

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