The key function is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, business development, and other business/functional units. He/she carries out maintenance of production applications, testing, and quality control, packaging and deployment as well as user training.

The incumbent is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courses for application users

Application Systems Support (Including Development and Maintenance)

1. Receive and record all incoming support cases from all application users
2. Maintain and adhere to applications' change request processes plus documentation and signing off
3. Maintain and adhere to the systems acquisition life cycle (SALC) standards and procedures (applications development and maintenance, testing, implementation and feedback)
4. Analyze, design, develop and package solutions to application problems as assigned through the separate software development and maintenance roles.
5. Maintain a systems change register and ensure that business applications are based on sustainable and supportable technology, that is consistent with industry practice
6. Provide support for all application systems according to the agreed service level agreements (SLA)
7. Assist in the development of manuals and other documentation required for effective operation by the application support team and users alike
8. Develop an understanding of the company's core business as well as primary support services such as accounts to be able to deliver effective support for the applications
9. Maintain direct communication with users to know and understand their experience with systems
10. Monitor trends and support statistics and give appropriate advice to relevant authorities, including mandatory escalation of frequent problems
11. Write and optimize SQL queries to extract, manipulate, and report data from databases.
12. Develop custom reports for business needs and assist in report generation for stakeholders.
13. Develop and maintain custom scripts and automation processes using C# and Python to support application operations and integration.

IT Training

14. Prepare a personal training and development plan in liaison with the immediate supervisor
15. Identify knowledge gaps for the users and recommend appropriate training programs. Facilitate user training whenever necessary.
16. Prepare training materials and sessions for users with every new release of a major application or major system changes

Liaison with the Users and Service Providers

17. Maintain close formal and informal contact with application systems users, especially to ensure communication channels remain open and active
18. Make appropriate communication with the service providers and application systems vendors as and when necessary to ensure they provide any support as per agreed SLAs

Other Responsibilities

19. Team Leadership (Where a development or support team is assigned)
20. Understanding of team objectives as set at the project level and direct efforts of the team members towards achieving them.
21. Establish and ensure development and support standards and procedures are adhered to by all team members (as defined in the systems acquisition life cycle-SALC)
22. Establish and ensure team members adhere to agreed customer service standards and service level agreements
23. Preparation of periodic reports on team performance as per departmental practice.

Research & Development

24. Research on ways for the improvement of technical competency levels for self and others and for the improvement of systems and services
25. Research on industry trends, standards, and best practices to determine areas of improvement
26. Present research proposals and recommendations as per agreed annual targets

Any other assignments

27. These will include any other responsibility given (separate from the predetermined departmental/section ones) by the immediate supervisor or other competent authority.

Job Requirements

• Experience in methods & techniques for installation, administration, monitoring, upgrading and problem resolution of central application software systems
• Knowledge and experience in basic budgeting, contracting, purchasing practices, policies, and procedures in an IT environment
• Exceptional communication, presentation, and customer relationship skills.
• Previous experience in ICT support
• Excellent interpersonal and communication skills
• Leadership and report writing skills desirable
• Comfortable working in a collaborative environment, with the ability to work independently as needed
• Basic knowledge of Life or General insurance, accounts or fund management

Education

• Academic: Minimum Bachelor of Science Degree in Computer Science, Information Technology or Equivalent from a recognized university (Mandatory).
• Professional: Desirable MCSD/DBA qualification and certification.
• Experience: Working experience in a busy Applications Support Environment, preferably with development activities.

Technical Skills/Qualifications

• Project Management (Including understanding of tools and methodologies)
• Relational database management systems (RDBMS). (e.g. Oracle, SQL Server)
• Programming in Visual Basic 6, VB .NET, Python, C #.NET, ASP/ASP .NET or PHP
• Proficiency in Report Writing with Crystal Reports and SSRS for data visualization and analysis
• Desirable Knowledge of Windows Server Administration (Win 2016+) & Linux/UNIX
• Desirable CQCS Development and Report writing
• Familiarity with API integration, web services, and data pipelines is a plus.
• Experience with DevOps tools or scripting to automate deployment and application management processes.
• Desirable knowledge of Microsoft Dynamics