Job Purpose:
The job holder is responsible for carrying-out the IT services and translating them into business cases and providing them with solutions to enable successful delivery to end users in alignment with WTCO’s needs.
Key Activities:
• Ensure work is performed based on approved policies, processes, procedures and instructions.• Identify opportunities for continuous improvement of the systems, practices, cost optimization and productivity & efficiency improvement.• Ensures the compliance with all applicable laws, rules, regulations and standards within WTCO and related functions such as and not limited to (HC, HSSE, Risk and Cybersecurity, etc..).• Escalate problems to ensure case/issue is closed efficiently and in a timely manner.• Route incidents to the appropriate support teams within defined SLAs.• Collaborate with business users to gather feedback on system performance.• Work closely with concerned business units to assess their needs and develop digital solutions initiatives to improve operational efficiency and service level.• Analyze the end users’ requirements and challenges with current applications and systems.• Designing IT service catalog covering all services provided to end users in alignment with the predefined policies & procedures.• Act as the direct point of contact between internal IT teams and business units for matters related to inquiries, concerns, etc.• Provide first-level support to end users for SAP ERP-related queries and issues.• Troubleshoot and resolve basic user problems.• Document and escalate complex issues to higher support levels.• Communicate system updates and changes and issue resolution to end users.• Engage with stakeholders to gather feedback and address concerns.• Establish service-level agreements with relevant stakeholders as per WTCO-approved policies and procedures.• Provide IT help desk services to end users in line with WTCO-approved policies and processes.• Provide the first line of technology support for software/hardware in accordance with defined resolution targets.• Ensure provision of IT technical support (i.e., help desk services) to end users, escalating any necessary requests for resolutions.• Collaborate with Business Process Owners to understand and document detailed business requirements for SAP ERP application.• Align the business objectives and SAP ERP capabilities.• Provide input for the development of reports regarding operations, activities and achievements for reporting and decision-making.
Key Requirements:
Bachelor’s degree in Information Systems, Computer Science, or any related field