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. Data Engineering & Integrity Application Development & Integration 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. Organized, diligent with an eye for data detail. Information management including presentation and communication skills. Experience with data mapping and data migration. Experience in: API Integration JSON REST cURL Postman MySQL / MongoDB MySQL Stored Procedures MySQL Workbench FreshWorks products and their development environments, workflows, webhooks etc. Experience in Zapier and Python advantageous 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 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.
