Team Lead, Application Support at Nigerian Exchange Group (NGX Group)

About the Job

• The Team Lead, Application Support is responsible for managing and overseeing the Application Support team.
• The individual will work to ensure that the company’s business application systems, are developed, maintained, and supported in order to achieve the efficient and effective delivery of services and information.
• The Team Lead, Application Support will be responsible for recommending and creating high-impact systems and processes that help the organisation fulfil its strategy.
• Responsibilities will also include input to project planning and administration, requirements, creating functional specifications, developing and executing test plans and scripts, and streamlining and improving current processes.
• The individual will develop, implement, and modify software and hardware requirements based on changing business requirements.

Responsibilities

• Ensure that the Application Support team is trained and is provided with the correct documentation to support the applications in use in the organisation.
• As needed, act as an escalation point for any complex issues or where the ERP Support Officer is unavailable.
• Monitor appropriate dashboards to ensure tickets are being addressed in a timely manner to ensure SLA compliance.
• Represent application support in various ways to IT and Business Leaders.
• Provide status updates to management and team members on their respective projects
• Help determine priority and help resolve Major Incidents.
• Partner with functional and business stakeholders to understand, evaluate, and improve/streamline system processes and services to employees.
• Make recommendations and develop requirements based on system and functional knowledge.
• Ensure that the business application systems supported by the team are maintained to the highest possible standard with maximum levels of attainable productivity and efficiency.
• Manage application configuration and upgrades, and problem analysis and resolution for complex application problems, in conjunction with the users and external application or service suppliers where necessary.
• Define, develop and provide an application problem analysis and resolution service for application problems in conjunction with the users and application suppliers.
• Manage application projects and assist users to run their application projects, providing technical and project management input where required.
• Improve application functionality and performance and provide suggestions for system and business improvements.
• Analyse user processes and produce data and process flow diagrams as well as reports and recommendations for improvements.
• Manage application suppliers.
• Develop procedures and documentation for application support.
• Develop and maintain interfaces, exports and imports, and ensure their smooth running where required.
• System configuration, scripting, and new user administration as required.
• Undertake any other duties of a similar level and responsibility as may be required from time to time.

Job Specification
To successfully deliver the above goals, the right candidate must have:

• HND / Bachelor's Degree in any discipline.
• Minimum of 5 years’ post NYSC experience within a professional ICT environment planning, installing, maintaining, and supporting business applications.
• Good general technical knowledge of a variety of applications and how they flow together (Oracle EBS, Sonobis, MySF, Optivision, Radius, Agile, etc.).
• Demonstrate project management skills, ability to develop and maintain detailed project plan, identify dependencies and critical path items and work within budget.
• Significant knowledge of ERP applications (such as Microsoft Dynamics, Oracle, SAP, etc.).
• HR/Payroll and or Finance related experience will be an added advantage.
• Demonstrated knowledge of systems analysis and information technology principles and experience with reporting and analytic applications from the Technical support perspective (application support, object definitions, end-user support, etc.).

Desired Competencies and Skill Requirements:

• Basic appreciation of general database design, structure, functions and processes, and experience with databases tools.
• A commitment to collaboration and a joint-accountability approach.
• Strong working knowledge of HR systems in addition to MS-Word, Excel, PowerPoint, Visio and Project.
• Effective organisational and interpersonal skills including written and verbal communication skills.
• Basic project management skills.
• Ability to work independently on multiple assignments and projects concurrently.
• Ability to maintain a high level of confidentiality in handling sensitive information.
• Open-minded with the ability to follow instructions and deliver quality results.
• Ability to deal with ambiguity with strong judgment and problem solving skills.
• Highly organised with strong attention to detail and accuracy.
• Must have the ability to listen and understand employee concerns and formulate a decision to resolve the issues.
• Knowledge of Nigerian Labour Laws and other statutory laws.

Candidate's Technical Knowledge and Experience:

• Experience in managing or supporting software/systems.
• Experience with cloud computing and architecting solutions e.g. Azure.
• Experience working with databases e.g. MS SQL.
• Experience working with programming languages e.g. C#, PHP, Python, etc.
• Basic knowledge of organisation development particularly around Change Management.
• Basic experience of, and commitment to, continuous organisational improvement and the ability to act as a change agent.
• Experience working with Microsoft SharePoint.
• Operational Experience: data analytics, Recruitment, Training, Performance management systems, Employee relations, internal consulting, etc.; reporting dashboard - graphic representation and interpretation of information.
• Experience in research, analysis, collection/collation, interpretation and presentation of data; developing standard and ad hoc reports, templates, dashboards, scorecards, and metrics; interfacing and liaison with top and senior management, employees and other key stakeholders.
• A sound understanding of applications and data security.

Personal Qualities:

• Self-motivation, enthusiasm and results-focus.
• Well organised and able to maintain a customer focus.
• Excellent technical, diagnostic, and troubleshooting skills.
• Excellent verbal, written and interpersonal communication skills.
• Ability to multi-task.
• Customer Service mind-set.
• Flexible, adaptable and comfortable with ambiguity.
• Committed to high standards and continuous improvement.
• Ability to move between big picture and detail.
• Superior organisational skills and detail orientation.
• Ability to maintain the strictest level of confidentiality and express high standards of professionalism.