Qualifications/Skills/Personal Attributes Required: Matric ITIL Foundation Certified is a prerequisite. IT related qualification will be advantageous. HR knowledge and workflow knowledge advantageous. 2-3 years direct experience in managing IT systems from a business point of view. 5-7 years related work experience. 2-3 years experience in analyzing and defining business requirement specifications. Operational experience in a corporate channel environment. The ability to communicate verbally and in writing. Knowledge of operating systems (Microsoft Windows) Data base proficiency. Managing delivery of senior technical resources. Deep knowledge and subject-matter expertise regarding the designated IT systems, products, services and procedures Good understanding of IT systems development lifecycle principles. Good listening skills. Good analytical and business-analysis skills. Good interpersonal skills Basic understanding of project-management disciplines. Basic understanding of Business Change Lifecycle methodology. Good written-communication skills (writing MS Word documents). Computer literate. Good MS Office skills (MS Word, PowerPoint, Excel) General business acumen; commercial awareness Professional credibility with sponsors/stakeholders Team orientation Accountability and responsibility Manage the day-to-day use, performance and maintenance of the designated systems Provide subject-matter expertise and knowledge regarding the systems, to all role players, and provide user support as required, in liaison with the Helpdesk. Monitor and assess the extent to which the systems functionalities, performance, etc. meet/satisfy user requirements. Manage Service level delivery according to agreed and signed off SLAs. Investigate incidents and problem reports regarding the systems and assist with problem resolution. Ensure required maintenance requests are logged and implemented with little/no disruptions to business. Know Systems landscape and ensure that this is monitored and optimized. Document interdependencies between systems and other related systems & processes and optimize to ensure business stability. Manage 3rd Party escalation. Partake in Change Control meetings. Ensure Incidents are addressed and resolved in a timeous manner. Proactively identify shortcomings, issues, etc. in system functionalities, procedures and performance and make recommendations for changes/improvements. Follow change governance process for any changes required in IT environment including sign off of UAT (user acceptance testing) Ensure full understanding of business changes (BRD & BSS) to determine systems impact and sign off. Review deployment plan and sign off if correct. Provide subject-matter expertise and support & assistance to change projects regarding changes/improvements to systems. Provide post-implementation user support. Communicate with business units as per engagement model. Provide reports and management information on system performance, issues, changes, etc. where and as needed Keep abreast of trends, developments, best practices, competitive activities, etc. regarding systems functionalities, capabilities, etc. Implement relevant policies and procedure and ensure that due processes are followed related to IT delivery. Deliver appropriate solutions to close all IT related audit findings. Drive solution of severity 1 and 2 and root cause analysis actively until resolved and follow escalation process if required. Identify process gaps within business process where the system cant support the business requirement and implement the solution.
