Digital Administrator

About the role

The Digital Administrator at Lyra Health plays a critical role in safeguarding the daily user experience across the company's digital touchpoints, ensuring stable and efficient operations for Genesis and related systems. This position is responsible for responding to technology requests, managing contract details, and supporting platform stability during global interactions that impact thousands of users. Success in this role requires ownership of intake design, configuration management, and clear documentation to maintain seamless digital services that clients rely on every day. The work directly contributes to faster recovery for users and lower healthcare spending for organizations using Lyra Empower, the company's AI-powered platform. By maintaining meticulous attention to operational details, the Digital Administrator helps preserve the integrity and reliability of Lyra's mental health solutions. This role is essential for translating technical requirements into practical digital workflows that support the broader mission of expanding access to care. The position demands discipline, accuracy, and a commitment to sustaining the complex systems that deliver life-changing mental health support.

Key facts

What you'll do

• Design intake procedures for support tickets, organizing requests within Jira and Genesis for efficient tracking and resolution.
• Configure Genesis settings, adjusting system parameters so digital tools align with changing business demands and operational needs.
• Monitor ticket queues meticulously, prioritizing issues to maintain platform uptime, especially during critical business periods.
• Create clear, step-by-step documentation for each support interaction, recording actions so future teams can solve problems quickly and consistently.
• Coordinate with global colleagues, shifting personal schedules when necessary to assist clients in different time zones and support worldwide operations.
• Test minor updates and changes, observing how adjustments affect digital services before wider deployment across platforms.
• Collaborate with internal partners from clinical and technology teams, aligning on workflows that connect technical processes with clinical operations.
• Analyze patterns in ticket data, identifying recurring issues that may require product improvements, user training, or process enhancements.
• Maintain detailed records of all digital support activities within Jira to ensure traceability and accountability for every request.
• Assist in the implementation of system improvements that enhance the user journey across Lyra's digital ecosystem.
• Support the rollout of new features by validating configurations and ensuring smooth integration with existing platform components.
• Act as a first line of digital custodian, identifying potential risks and escalating issues before they affect larger user groups.
• Provide feedback based on observed system behavior to help product and technology teams refine the Lyra Empower platform.
• Ensure continuity of service by proactively monitoring environment health and addressing potential disruptions before they escalate.

Requirements

• Bring three to five years of experience handling digital support and technology operations in a professional environment.
• Work standard office hours while remaining flexible for meetings that extend beyond local time zones to support a global organization.
• Manage tasks using Jira, maintaining accurate, organized records for every digital support request.
• Work effectively in a remote setting, ensuring stable power and a strong internet connection to protect productivity and data flow.
• Maintain focus on operational excellence while balancing multiple priorities in a fast-paced digital environment.
• Demonstrate the ability to follow detailed procedures and adhere to established system configuration standards.
• Communicate clearly and professionally when interacting with internal teams and global stakeholders through digital channels.
• Commit to ongoing learning to keep pace with updates to Genesis, Jira, and related digital tools used within Lyra Health.

Nice to have

There are no preferred items specified in the source material for this role.

Practical notes

• Hours: Standard Schedule: Monday to Friday, 8am to 5pm. The role is typically a 5-day, 8 hours/day position.
• Flexibility: Must be flexible to attend meetings outside standard local working hours to accommodate global clients and teams on occasion.

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Location: South Africa

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Engagement: Full-time

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Compensation: R 828,000 per year.

• WiFi: While working off-site or remotely, the individual is expected to have reliable backup power supply and a strong, stable Wi-Fi connection, as these are essential requirements for effectively performing in a remote capacity.

This role focuses on sustaining the digital infrastructure that powers Lyra's mental health solutions. Please All facts from the source material are retained without addition or omission. This role focuses on sustaining the digital infrastructure that powers Lyra's mental health solutions.