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Job Summary
Key Performance Areas:- Business Applications Administration 30%
- System Workflow Management 20%
- Data Management 20%
- Incident and User Support 20%
- Digital Transformation Initiatives Support 10%
Competency Requirements for Position
Knowledge:
- Application Configuration and Management (Users, Groups, Access, Permissions)
- SaaS Workflow orientated Platforms –
- CRM, ITSM, Helpdesk Systems (Fresh Service, Sales, Desk)
- Data, Information and Analytics Platforms. (Excel, PowerBI etc.)
- Knowledge documentation and management.
Skills:
- Broad System and User Administration.
- Business Workflow Construction and Implementation.
- Strong internal customer orientated outlook.
- Organizational change capability.
- Skills in managing cross functional departments, systems and incidents.
- Organised, diligent with an eye for data detail.
- Information management including presentation and communication skills.
Behavioral:
- Systemic (end to end) thinker
- Excellent team participation and customer skills
- Ability to influence business stakeholders
- Analytical, problem- solving skills
- Decisive
- Results driven
- Stress tolerance
Minimum Qualification:
- Degree in Computer Science, Information Technology, or a related field
- Certifications in SaaS services (Service Now (or ITSM equivalent), Azure, Google Cloud)
Minimum Experience:
- More than 3 years in software application management and system administration
Other Requirements:
- Willing to work overtime if required
- Must have own transport
- Valid passport
Job Grade:
- C3
Key Stakeholder Relationships
Internal
- Cross functional stakeholders engaged in improving win rate and business efficiency.
External
- Suppliers and various system platform providers (SAP, QlikView, ConnectBase , Jurumani , Fresh Suite (desk, sales service), BigPanda, DevBoks). Customer engagement as needed.
Key Performance Areas & Indicators
System Administration
- User and Group Administration across multiple systems - Deliver on the required task, Maintain platform capabilities and system integrity and security.
- Working with departments and Internal IT to ensure operational system state is on order and securely
maintained - Improved system performance
Workflow Development and Maintenance
- Create workflows in the SaaS systems based on business analysis outcomes involving multiple departments. - Improve business performance through workflow implementation and optimisation.
- Ensure changes are implemented, tested and documented. - Ensure that quality and change control is continuously part of the process.
Systems Incident and User Support
- Manage system issues using the ITSM SaaS platform ticketing process - Ensure incidents are dealt with in a timely fashion with high quality resolutions
- Support platform users and actively address complex issues collaboratively with the DT team. - Ensure that the user base and business can operate efficiently and effectively.
Data Integrity Management
- Analyze quantity and quality of data on a continuous basis and ensure the data needed for digital transformation initiates is processed and available. - Validate, Correct and Eliminate unnecessary data or duplication of data. - Data quality monitored and improved.
- Evaluate and optimize work processes, systems and people which create and modify data.
Collaboration and Process Improvement
- Actively participate in team meetings and collaborate with other departments to understand and align on current issues, requirements, and objectives. - Quality and completeness of documentation, feedback from team members on collaboration efforts, and contribution to achieving team goals.
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