Department: Corporate Support Services Division: Information and Communication Technology
Job Summary
The job holder is responsible for;
Maintaining operational readiness and efficiency of business systems by providing permanent solutions for identified system issues and incorporating identified changes/enhancements
Preparing and implementing user training/knowledge transfer programmes
Providing general support to respective business system users by fulfilling general user requests
Key Responsibilities
Provides support to business lines by analysing escalated system issues and designing cost effective solutions that meet business requirements
Analyzes business functional and non-functional requirements, organizes and models them into technical requirements specifications and System Use Cases (SUCs)
Develops System Changes Requests (SCRs) based on Requests for Change (RFCs) and detailed analysis of RFC requirements and submits to developers
Validates and verifies business requirements and ensures that they map to the real business needs and that they meet essential quality standards
Analyzes trade-offs between systems usability requirements and performance needs and advises stakeholders on the most optimal implementation strategy
Identifies and proactively fixes system issues through monitoring and early detection of potential issues
Reviews systems technical requirements specifications and System Use Cases (SUCs) with stakeholders and incorporates identified recommendations
Ensures that new technical requirements for business systems are properly integrated with existing processes, systems and skill sets
Analyses and documents existing business systems, business processes and business models and regularly reviews them to ensure continued relevance
Coordinates resolution of reported system incidents/general user requests and provides technical guidance/assistance required
Analyses and documents identified risks likely to affect business systems, risk mitigating measures and prepares reports of findings to provide input to business systems acquisition strategies
Ensures that tasks assigned are resolved within internal standards
Coordinates user demos for automated processes and change requests
Reviews training /knowledge transfer programmes and seeks approvals for implementation
Coordinates user training and user support programmes
Maps and documents interfaces between legacy and new replacement systems in order to guide systems transition initiatives
Ensure conformity to ISO (9001:2015 and 27001:2013) and data security requirements.
Academic and Professional Qualifications
Academic Qualifications
Bachelor's Degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications or any other IT related field.
Master's Degree is an added advantage.
Required Certifications/Trainings
Professional Certification or Training in any one of the following areas is required:
Systems Development i.e. Java Programming, Web Design and Development, Oracle Developer etc.
Business Systems Analysis i.e. CBAP Certification / Training
Systems Modelling and Design Techniques
Process Modelling and Design Techniques
Desired Certifications
Certification or training in any of the following areas will be an added advantage:
Training in middle level management / Supervisory Skills courses.
IT Governance i.e. ITIL or COBIT 4/5
Project Management i.e. PMP or Prince 2
Training or Certification in Database Administration i.e. Oracle, PostgreSQL, MySQL or Microsoft SQL Server.
Training in operating systems i.e. Windows, Linux or Unix.
Technical Skills Required:
The Job holder must:
Proven skills in Oracle development and database management tools
Proficiency in Java programming language and PL/SQL
Expert knowledge of scripting languages (PHP, ASP, CSS, JAVASCRIPT, etc.)
Working knowledge of structured programming and database design concepts
Expert knowledge of web based technologies (HTML, XML, XHTML, DHTML, SOAP, JSON, etc.)
Working knowledge of internet and messaging protocols i.e. HTTP, FTP, SOAP and REST
Working knowledge of web development tools (Dreamweaver, Microsoft.NET, Drupal, Joomla, etc.)
Working knowledge of Linux/Unix and Windows operating system platforms
Working experience with relational databases (Oracle, MySQL, PostgreSQL, Microsoft SQL Server)
Knowledge of system design and modelling techniques
Working knowledge of systems design and modelling tools (Enterprise Architect, TraceCloud, etc.)
Basic knowledge of the following tools: process modelling (MS Visio, etc.), Project Management i.e. MS Project and Presentation i.e. MS PowerPoint
Relevant Work Experience Required
Proven experience in supporting and implementing business applications and implementation of enterprise business systems. Experience in supporting tax administration systems will be an added advantage.
Proven experience in integration of business systems in a similar large organization.
At least three (3) years' experience as a systems support analyst in a busy organization
Competencies
The Job holder must:
Have good understanding of the KRA's goals and objectives.
Be resilient, focused, results oriented and a team player.
Have strong analytical, diagnostic, decision making and problem solving skills.
Have strong abilities to conduct research affecting business and propose suitable solutions/products.
Have ability to pay attention to details and work under minimum supervision and for long hours within constraints.
Have strong interpersonal, written and oral communication skills.
Have good negotiation skills.
Be able to build and maintain strong relationships with contracted parties, third party organizations, users and staff.
Have Change management skills.
Ability to interact confidently with users to establish what the problem is and explain the solution
Ability to prioritize competing work commitments and deliver on time
Passion for innovation and creativity
High levels of integrity
Ability to work under minimum supervision
