Application Support Specialist at Fidson Healthcare Plc

Minimum Educational Requirement:

• B.Sc./HND in Computer Science, Engineering, or any related Science discipline. 
• Relevant Work Experience: 5 - 7 years post-graduation experience.

Required Competencies and Work Skills

• Computer literacy
• Good communication skills
• Good interpersonal relationship skills
• Strong analytical ability
• Effective problem-solving skills

Key Job Roles

User Management

• Ensure that all new user requests are fully approved using the User Request Form before account creation on Dynamics NAV/BC.
• Ensure that user permissions are assigned based on the principle of least privilege.
• Document all changes made to user roles and permissions.
• Assign expiration dates to user accounts upon receipt of exit notification from HR.
• Ensure that user accounts are disabled on the last working day as communicated by HR.
• Participate actively in the quarterly user access review.

Service Delivery

• Ensure that all object changes on Dynamics NAV/Business Central (BC) are documented in the helpdesk application.
• Ensure that all issues reported by users are properly logged in the helpdesk system.
• Ensure that all open issues are resolved and closed within the agreed timelines.
• Ensure that weekly system backups are taken, documented, and that the external hard drive is sent to the fireproof safe at the security post.
• Conduct quarterly restoration of backups to the test server.
• Validate information on the test server quarterly by assigning selected users to process transactions and confirm reports.

Application Support

• Ensure optimal performance of all business applications in use.
• Participate in new application projects and provide technical input where required.
• Examine application functionality and performance and recommend improvements where necessary.
• Provide guidance and support to application users to ensure business applications meet operational needs.
• Escalate any application

Customer Sales Order Portal

• Train new sales representatives on the use of the sales ordering application.
• Synchronize new customer records from NAV/BC to the sales ordering application.
• Ensure the application operates optimally at all times.
• Resolve issues reported by sales representatives relating to the application.

Leadership

• Analyze complex situations, make timely decisions, and take responsibility for outcomes.
• Train and coach the Application Support Officer to understand the system and effectively support users.
• Train application users across departments to improve their understanding and usage of the system.
• Understand budgets, financial statements, and key business drivers to support strategic decisions.
• Plan, organize, and ensure execution of initiatives to achieve defined goals within scope and timeline.
• Provide quarterly reports on business applications to the Head of Department.