PURPOSE:

Responsible for Supporting the business on first line support related tasks. He/She will be the point of contact between ICT and the CIC General Business (GB) staff as the first line of support on critical business systems related issues. These include tasks such as setting up new users, installing application software, deployment of application Change Request Patches, Gathering Technical requirements, carrying out technical UATs, doing RCA on reported issues as well as issuing recommendations and following up with the vendors on such issues to closure.

PRIMARY RESPONSIBILITIES:

• Provide support for General Business Systems i.e. core system, portals and mobile apps in line with ICT service delivery agreement.
• Onboarding and offboarding of users in systems in line with the ICT policy.
• Conduct system user trainings and knowledge transfer in collaboration with the business.
• Analyse system issues/gaps and offer solutions to resolve or escalate to the vendor for resolution.
• Analyse business requirements and advise on technical feasibility for implementation.
• Conduct minimal software development tasks i.e. developing reports, maintain existing systems integrations, core system codes.
• Collaboratively work with system vendors to implement systems change requests in line with the business requirements.
• Ensure quality of system patches by validating vendor deliverables in line with change management processes.
• Review and document system controls, incidents, and recommend corrective actions.
• Conduct disaster recovery procedures in line with risk and compliance guidelines.
• Review and verify systems back-ups on a daily basis, and conduct back up restore tests in UAT on a quarterly basis in collaboration with the database administrator.
• Continuously conduct and report internal vulnerability assessments of systems to address identified vulnerabilities in liaison with information security and risk subsections.

Academic and Professional Requirements

Education

• Bachelor’s degree in an ICT related field from a reputable university    E
• Professional Qualifications    CCNA, ITIL, CompTIA, SQL, Oracle Database Systems    E

Experience Required: 

• 5 years Relevant experience