Provincial Service Centre Technician -Data.FI South Africa Consultant at Palladium: Make It Possible

Primary Duties and Responsibilities: 

User Account Management

• Create and maintain internal and external curator accounts for HIS platforms.Amend user roles at provincial, district, and facility levels.Review and verify stakeholder user status lists; escalate issues as needed.Maintain daily tracking of user access requests and resolutions.Conduct desktop data verification and analysis.Prepare HIS data for audits by the Auditor General of South Africa (AGSA).

Capacity Building

• Co-facilitate national HIS training sessions and resolve participant queries.Maintain and update FAQs from training sessions for dissemination.Plan and deliver Master Trainer and End-User training sessions; compile reports.Develop and update training materials for in-person and web-based programs.

Data Quality and Technical Assistance

• Support HIS development teams with data cleaning and quality assurance.Address queries and errors identified during data validation processes.Provide datasets in required formats for interoperability and operational processes.

Technical Support

• Provide technical assistance to HIS users, including frontline workers and managers.Monitor and resolve helpdesk tickets (OSTicket) within SLA targets.Act as second-tier escalation point; escalate unresolved cases to HIS developers.Provide remote technical support and assist provincial/district HIS champions.Facilitate escalation of hardware-related faults for facilities under warranty.Test and validate new HIS technologies prior to deployment.

Service Desk Management

• Supervise 1st and 2nd Tier Technical Support teams.Coordinate strategies for HIS improvements and evolving needs.Conduct performance reviews and identify training needs for service desk agents.Generate daily and monthly reports on service desk performance.Ensure compliance with SOPs and NDoH regulations for system access and security.

Reporting & Professionalism

• Attend and contribute to daily, weekly, and monthly progress meetings.Compile and submit comprehensive monthly activity and performance reports.Demonstrate professionalism, integrity, and positive work ethic in all interactions.Participate in NDoH meetings, workshops, and strategic sessions.

Key Deliverables and Performance Expectations

• Timely resolution of support tickets within SLA targets.Accurate user account management and documentation.Effective delivery and documentation of training sessions.Contribution to data quality and audit readiness.Compliance with SOPs, data security, and professional standards.

Required Qualifications:

• Diploma or 3-year degree in Health Sciences, Information Technology, or related field.Additional qualifications in Health Systems, Development, or Management advantageous.Minimum 3 years in health or related technical field.Proven experience with IT systems or Department of Health Information Management Systems.Practical experience with EVDS, HPRS, MHFL, EMR, or other national HIS platforms preferred.Strong understanding of health information systems and digital health environments.Proficiency in Microsoft Office Suite and helpdesk tools (e.g., OSTicket).Analytical, troubleshooting, and problem-solving skills.Excellent written and verbal communication skills in English.Ability to plan and deliver training for adult learners.Strong interpersonal skills and ability to work collaboratively.Attention to detail and ability to meet deadlines under pressure.