IT Software Support Officer at Hazon Holdings

Summary of Functions

• Manage and improve applications and systems software in line with IT industry best practices to ensure high levels of availability, security and compliance
• Responsible for the maintenance of a continual software service improvement program.
• Provide effective software support and training to end users and automate business processes to make them more efficient.

Essential Duties and Responsibilities
Support:

• Monitoring and correcting software defects and errors in a timely manner, in line with specified service levels.
• Accessing software updates, drivers, knowledge bases, and other resources on the Internet to aid in problem resolution.
• Maintaining a software support knowledgebase.

Strategy & Planning:

• Participating in and supporting capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.
• Implementing and maintaining policies, procedures, and associated training plans for software development, performance testing, support and management.
• Managing software licensing and liaising with vendors to resolve issues
• Establishing service level agreements with end users.

Operational Management:

• Designing, developing, maintaining and improving custom applications and websites.
• Installing, configuring and managing software applications as required on workstations, servers and other devices.
• Monitoring, analyzing and reporting on application performance, including downtime, and recommending solutions for improvement.
• Documenting and tracking software-related service level agreements
• Recommending, scheduling, and performing software improvements, upgrades, patches, reconfigurations, and/or purchases in line with IT industry best practices.
• Creating required reports in response to business user needs.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement software-related end user training programs to increase user proficiency and self-sufficiency.
• Analyzing and automating business processes with the use of software to make them more efficient.
• Monitoring and reporting on the efficiency and utilization levels of automated business processes, and implementing improvements where necessary.
• Monitoring and reporting on the performance of Business intelligence systems
• Monitoring and managing virtualized server environments
• Monitoring and managing databases
• Participating in Business Continuity / Disaster Recovery infrastructure planning, building, and testing.
• Performs other duties as required or as assigned.

Qualification & Certification

• University Degree in the field of Computer Science and/or 3+ years equivalent relevant work experience.
• Related IT Certifications (e.g. MSCE, Network+, CCNA, CCNP, ITIL. etc.).
• Website Design & Web Application Development skills required.
• Experience with Business & Cloud Applications such as Trello