Job Purpose

This position exists to focusing on the technical and analytical aspects of IT systems management, enhancement, activation, services, and reporting. This role involves detailed analysis, system testing, support, and documentation, contributing to the efficiency and effectiveness of IT operations.

Key Accountability Areas

IT Process Documentation:
- Assist in creating and updating processes, procedures, workflows, manuals, and policies for IT functions.
- Analyze IT processes alongside the business to identify gaps and support workflow modeling and process improvements.
- Help document IT requirements for projects and process improvement/automation efforts.
- Contribute to the development of end-to-end process documentation for IT functions.
- Define, tackle, and eliminate process gaps through process engineering methodologies.

IT Systems Enhancement:
- Systematically review & continuously improve applied systems to cope with internal and external, fluctuations.
- Defines application issues by conferring with clients and participate in root cause analysis for operational issues.
- Assist in managing risks and issues in functional processes and procedures.
- Act as the liaison between functional management and IT.
- Support the continuous improvement of systems to adapt to internal and external changes.
- Assist in evaluating systems requirements and activation cycles.

IT Systems Testing:
- Develop test plans, test cases and execute these to ensure system is functioning as expected.
- Conduct testing and support the user acceptance testing process to ensure requirements are met and all gaps are addressed prior to implementation in production environment.
- Assist in testing new business enhancements in integration with relevant teams.
- Document, track and manage all issues identified by stakeholders to ensure they are addressed and resolved.

IT Systems activation:
- Accomplishes information systems and organization mission by completing related results as needed.
- Define and prioritize systems requirements as well as respective activation cycle.
- Develop and document end to end process of all functions within scope.
- Ensure effective and efficient system activations across all functions within scope.
- Guide end users in proper system usage and utilization.
- Participate in creation of training materials and demonstrations for new enhancements or scenarios.
- Assist in translating business requirements to IT solutions.
- Support to resolve issues in a timely manner.
- Work towards achieving customer satisfaction with optimal service quality.

IT Systems Reporting:
- Report overall progress and issues on a periodic basis.
- Guiding and supporting business with required reports and analysis.

Customer Relations:
- Achieve customer satisfactions through CRM.

Role Accountability

HR Proficiency:
- Ability to obtain updated soft and technical skills related to the job
- To have a vision and a plan for the career path and how to achieve it.

Delivery:
- Perform the planned activities to meet the operational and development targets as per delivery schedules.
- Utilize resources effectively to achieve objectives within efficient cost and time.
- Provide a periodic report formatted by detailing the deviation and execution of planned tasks.

Problem-Solving:
- Solve any related problems arise and escalate any complex operational issues.

Quality:
- Ensure quality requirements to develop effective quality control and processes including specifications for products or processes or related activities.