Department                       :   ICT

Site                                        :   CSO

Reports to                           :   Team Lead – Digital IT

Job purpose is to analyse, define, design, configure, develop, implement, support and document information systems in the organization to solve system and business process gaps to improve business efficiency, security and productivity. Business systems analyst is responsible for handling needs assessments and cost/benefit analysis to align the technology of the company with their business strategies and processes. Identify and Receive business needs from various business stakeholders and convert the requirements into a workable solution that can be implemented.

• PRINCIPAL ACCOUNTABILITIES AND KEY RESULTS AREAS:

Business Systems Support

• Ensure that all issues raised by the users via the service desk or other official channels are all channeled to the appropriate agent and resolved as per the prevailing SLA.
• Identify avenues for continuous improvement for services within scope of responsibility, including new approaches and processes that would contribute both to improvements within department and to business growth/efficiency.
• Improves systems by, studying current practices, redesigning, carrying out modifications and streamlining business process within the existing system. Aim to improve efficiency and productivity
• Monitors assigned projects progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
• Maintains existing system support (Helpdesk) & protocols by writing and updating standard operating procedures (SOP) and attending to all issues logged in adherence to SLAs in place.
• Keep a proper documentation for all system (code/configuration) changes.
• Maintain confidentiality of all user data .
• Prepares technical reports by collecting, analyzing, and summarizing information and trends.
• Spearhead and/or coordinate a testing of implemented solutions for SAP modules assigned to and integrations thereof.
• Participate in end-to-end implementation planning including project management, issue management, communication, and change management of new systems by constructing workflow charts and diagrams; studying system capabilities; writing specifications and support for SAP modules assigned to and integrations/interfaces thereof.
• Prepare training material and conduct training for the users and super users.
• Enhance utilization of the solutions or processes implemented in the SAP modules assigned to.

  Administration

• Work closely with the Team Lead -Digital IT in building the sectional budget and monitoring service desk SLA reports.

  Roles Management

• Recommend system controls by identifying vulnerabilities; writing/documenting improved procedures.
• Monitor any conflicting authorizations set up in any user roles.
• Ensure that users are only assigned system roles and privileges to enable them to accomplish their tasks. 
• Ensure regular reviews of authorization roles to mitigate misuse, compliance gaps and segregation of duty (SOD) risks for SAP modules assigned to.

Project Management

• Identify business needs that need that can be best sorted by implementing a technical solution in the existing/new.
• Help Identify the correct vendors to partner with in the implementation and support projects.
• Ensure that the assigned project tasks are delivered on time and budget.
• Highlight/escalate any project issues that need to be communicated.
• Monitor the quality of work delivered by suppliers – ensure that it within the specified scope and quality.

Cost Management

• Prepare system requirement specifications to be used to procure ICT services. Integrate the  technical language, outline, and clarify the project requirements, get involved in the negotiation, and other contracting activities.
• Seek to identify opportunities for vendor synergies/performance enhancement/cost reductions.
• Research and recommend cost-effective applications/trend.
• Monitor expenditures and track inventory to ensure efficient utilization of resources.

Customer service

• Maintain effective communication and always maintain professionalism with colleagues, other technical staff, operations staff, and third-party support staff.
• Always establish and portray a professional image of the department with a ‘can do’ attitude and setting expectations as appropriate for the resolution of issues whilst demonstrating the willingness to go the ‘extra mile’.
• Proactively liaise with application users to ensure that technical solutions are appropriate and meet both the users’ needs and are in line with ICT standards and policies.
• To change and adapt to new demands, help support current or new digital solutions.

Compliance and Policy

• Ensure compliance with relevant regulations, standards, and licensing agreements.
• Enforce ICT policies and procedures to promote responsible use of technology and data privacy.
• Stay informed about industry trends and best practices to continuously improve ICT services and operations.

People

• Follow up with Team leader to ensure that all the proposed trainings in the CDP materialize on time.
• Develop a module-region based support structure (Super User) for the SAP modules assigned to.
• Ensure that the performance management platform is updated accurately and on time.
• Uphold discipline and adherence to company rules.

Other Duties

• Any other duty assigned

• Three (3) years’ relevant working experience in Business Systems Support and implementations in fast paced environment desired.
• Good understanding of roles management in SAP
• Demonstratable experience of successfully supporting SAP SD/MM modules
• Proficiency in the use of Microsoft office suite and Project Management tools
• Analytical, innovative and teamwork skills.
• Good communication skills, as well as fundamental technical troubleshooting abilities

• Commercial acumen
• Lead change.
• Analytical skills
• Drive execution.
• Develop self and others.
• Innovativeness.

All applications are to be submitted before 17th October 2024