Purpose of Job
Jobholders at this level are capable of operating with minimal supervision. They work within guidelines and procedures in order to prepare more complex, specialized or ad hoc reports to their related field. They undertake operational activities including supporting in the implementation and integration of new systems and changes and providing support for operations functions in adapting to system and application changes
Job Responsibilites
- Develop communication channels with relevant IT functions to coordinate new projects’ and changes’ release time and date and avoid disruption in operations
- Develop transition Guide, testing templates and checklists to ensure that new projects and changes are smoothly and effectively integrated into business operations
- Participate in workshops with Operations functions to ensure awareness of new changes in processes and IT system
- Conduct meetings with operation functions to capture users’ terms and conditions related to new projects and change requests
- Liaise with IT functions for walkthrough sessions following the end of the development phase in projects, changes and production bugs and coordinate with internal stakeholders for the collection of needed data
- Gather and consolidate required testing data to enable the initial testing process
- Perform initial testing for changes and projects prior to final release to recommend improvements on observed disruptions and bugs
- Identify and consolidate operational bugs, weaknesses and malfunctions, and forward issues to IT functions while following up for timely resolution
- Coordinate the integration testing phase with IT and business owners to handle integration issues and provide support when needed
- Deliver trainings and awareness sessions on newly deployed changes, solutions and technologies in order to increase knowledge and skills of users
- Develop the “go-live” plan and related activities, test for the reliability, integrity and accuracy of changes and new projects and manage the successful execution of the smoke test
- Monitor the continuous performance of installed systems, handle post production issues and ensure timely resolution
- Develop reports on UAT progress and testing updates, highlight observations and communicate improvement opportunities with relevant stakeholders
- Coordinate with relevant operational support areas to ensure improvement actions related are being implemented
- Follow-up on requests submitted to IT functions and align on completion dates and expected milestones
- Follow all relevant policies, processes and standard operating procedures so that work is carried out in a controlled and consistent manner
- Help in solving escalated problems and provide needed support for junior team to ensure work is carried out in an efficient manner
- Escalate complex problems to the relevant person to ensure cases/issues are closed properly
- Perform other duties as requested
- Train junior staff on the different job activities to ensure transfer of know-how, when applicable
- Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow of subordinates/ junior staff
- Support junior staff or direct reports in order to execute their duties according to set policies and processes
Job Details
Communication and Contacs
Eductaion
Bachelor’s degree Business Administration or equivalent is required
Experience
Minimum 1 year of experience
Competencies
Solutions Requirements Planning and Articulation - Developing
Communication - Developing
Professionalism - Developing
Project Management - Developing
Results Oriented - Developing
IT Compliance - Developing
IT Change Management - Developing
Customer Focus - Developing
Change Enabler - Developing
Business Solutions Testing and Quality Control - Developing