About the position
Role:
Responsible for the administration, configuration, maintenance of our clients SaaS platforms and their data. Contribute to the development, implementation and integration of SaaS applications, databases and reporting functionality. Collaborate with the Digital Transformation team, ensuring system stability, upkeep and progress on our client’s digital journey and milestones are achieved through system support activities. Collaborate with all other internal customer departments, including Internal IT, to deliver internal improvements to workflow processes and data throughout the organisation.
Key Performance Areas:
- Business Applications Administration 30%
- System Workflow Management 20%
- Data Management 20%
- Incident and User Support 20%
- Digital Transformation Initiatives Support 10%
Competency Requirements for Position
Knowledge:
- Application Configuration and Management (Users, Groups, Access, Permissions)
- SaaS Workflow orientated Platforms
- CRM, ITSM, Helpdesk Systems (Fresh Service, Sales, Desk)
- Data, Information and Analytics Platforms. (Excel, PowerBI etc.)
- Knowledge documentation and management.
- Data Engineering & Integrity
- Application Development & Integration
Skills:
- Broad System and User Administration.
- Business Workflow Construction and Implementation.
- Strong internal customer orientated outlook.
- Organizational change capability.
- Skills in managing cross functional departments, systems and incidents.
- Organized, diligent with an eye for data detail.
- Information management including presentation and communication skills.
- Experience with data mapping and data migration.
- Experience in:
- API Integration
- JSON
- REST
- cURL
- Postman
- MySQL / MongoDB
- MySQL Stored Procedures
- MySQL Workbench
- FreshWorks products and their development environments, workflows, webhooks etc.
- Experience in Zapier and Python advantageous
Behavioral:
- Systemic (end to end) thinker
- Excellent team participation and customer skills
- Ability to influence business stakeholders
- Analytical, problem- solving skills
- Decisive
- Results driven
- Stress tolerance
Minimum Qualification:
- Degree in Computer Science, Information Technology, or a related field
- Certifications in SaaS services (Service Now (or ITSM equivalent), Azure, Google Cloud)
Minimum Experience:
- More than 3 years in software application management and system administration
Other Requirements:
- Willing to work overtime if required
- Must have own transport
- Valid passport
Key Stakeholder Relationships
Internal
- Cross functional stakeholders engaged in improving win rate and business efficiency.
External
- Suppliers and various system platform providers (SAP, QlikView, ConnectBase, Jurumani, Fresh Suite (desk, sales service), BigPanda, DevBoks). Customer engagement as needed.
Key Performance Areas & Indicators
System Administration
- User and Group Administration across multiple systems - Deliver on the required task, Maintain platform capabilities and system integrity and security.
- Working with departments and Internal IT to ensure operational system state is on order and securely
maintained - Improved system performance
Workflow Development and Maintenance
- Create workflows in the SaaS systems based on business analysis outcomes involving multiple departments. - Improve business performance through workflow implementation and optimisation.
- Ensure changes are implemented, tested and documented. - Ensure that quality and change control is continuously part of the process.
Systems Incident and User Support
- Manage system issues using the ITSM SaaS platform ticketing process. - Ensure incidents are dealt with in a timely fashion with high quality resolutions.
- Support platform users and actively address complex issues collaboratively with the DT team. - Ensure that the user base and business can operate efficiently and effectively.
Data Integrity Management
- Analyze quantity and quality of data on a continuous basis and ensure the data needed for digital transformation initiates is processed and available. - Validate, Correct and Eliminate unnecessary data or duplication of data. - Data quality monitored and improved.
- Evaluate and optimize work processes, systems and people which create and modify data
Collaboration and Process Improvement
- Actively participate in team meetings and collaborate with other departments to understand and align on current issues, requirements and objectives. - Quality and completeness of documentation, feedback from team members on collaboration efforts, and contribution to achieving team goals.
Role:
Responsible for the administration, configuration, maintenance of our clients SaaS platforms and their data. Contribute to the development, implementation and integration of SaaS applications, databases and reporting functionality. Collaborate with the Digital Transformation team, ensuring system stability, upkeep and progress on our client’s digital journey and milestones are achieved through system support activities. Collaborate with all other internal customer departments, including Internal IT, to deliver internal improvements to workflow processes and data throughout the organisation.
Key Performance Areas:
- Business Applications Administration 30%
- System Workflow Management 20%
- Data Management 20%
- Incident and User Support 20%
- Digital Transformation Initiatives Support 10%
Competency Requirements for Position
Knowledge:
- Application Configuration and Management (Users, Groups, Access, Permissions)
- SaaS Workflow orientated Platforms
- CRM, ITSM, Helpdesk Systems (Fresh Service, Sales, Desk)
- Data, Information and Analytics Platforms. (Excel, PowerBI etc.)
- Knowledge documentation and management.
- Data Engineering & Integrity
- Application Development & Integration
Skills:
- Broad System and User Administration.
- Business Workflow Construction and Implementation.
- Strong internal customer orientated outlook.
- Organizational change capability.
- Skills in managing cross functional departments, systems and incidents.
- Organized, diligent with an eye for data detail.
- Information management including presentation and communication skills.
- Experience with data mapping and data migration.
- Experience in:
- API Integration
- JSON
- REST
- cURL
- Postman
- MySQL / MongoDB
- MySQL Stored Procedures
- MySQL Workbench
- FreshWorks products and their development environments, workflows, webhooks etc.
- Experience in Zapier and Python advantageous
Behavioral:
- Systemic (end to end) thinker
- Excellent team participation and customer skills
- Ability to influence business stakeholders
- Analytical, problem- solving skills
- Decisive
- Results driven
- Stress tolerance
Minimum Qualification:
- Degree in Computer Science, Information Technology, or a related field
- Certifications in SaaS services (Service Now (or ITSM equivalent), Azure, Google Cloud)
Minimum Experience:
- More than 3 years in software application management and system administration
Other Requirements:
- Willing to work overtime if required
- Must have own transport
- Valid passport
Key Stakeholder Relationships
Internal
- Cross functional stakeholders engaged in improving win rate and business efficiency.
External
- Suppliers and various system platform providers (SAP, QlikView, ConnectBase, Jurumani, Fresh Suite (desk, sales service), BigPanda, DevBoks). Customer engagement as needed.
Key Performance Areas & Indicators
System Administration
- User and Group Administration across multiple systems - Deliver on the required task, Maintain platform capabilities and system integrity and security.
- Working with departments and Internal IT to ensure operational system state is on order and securely
maintained - Improved system performance
Workflow Development and Maintenance
- Create workflows in the SaaS systems based on business analysis outcomes involving multiple departments. - Improve business performance through workflow implementation and optimisation.
- Ensure changes are implemented, tested and documented. - Ensure that quality and change control is continuously part of the process.
Systems Incident and User Support
- Manage system issues using the ITSM SaaS platform ticketing process. - Ensure incidents are dealt with in a timely fashion with high quality resolutions.
- Support platform users and actively address complex issues collaboratively with the DT team. - Ensure that the user base and business can operate efficiently and effectively.
Data Integrity Management
- Analyze quantity and quality of data on a continuous basis and ensure the data needed for digital transformation initiates is processed and available. - Validate, Correct and Eliminate unnecessary data or duplication of data. - Data quality monitored and improved.
- Evaluate and optimize work processes, systems and people which create and modify data
Collaboration and Process Improvement
- Actively participate in team meetings and collaborate with other departments to understand and align on current issues, requirements and objectives. - Quality and completeness of documentation, feedback from team members on collaboration efforts, and contribution to achieving team goals.
Desired Skills:
- 3+ software application management
- and system administration
- Degree in Computer Science
- Certifications in SaaS services
- API Integration
- JSON
- Rest
- Postman
- MySQL / MongoDB
- Stored P
