Jobs at Netcom Africa Limited

Job Objective

• Create a superior end-user experience by providing operational support and enhancements for a wide range of IT devices, applications, hardware, network, systems and services, supported by large team of skilled IT professionals.

Job Summary

• Delivery of Netcom IT Support as a service to the customer, user incident resolution and solutions implementation, updates and upgrades, network and systems support, technical and incident recording and administration, with reporting to Netcom reporting line and Customer.

Key Duties & Responsibilities

• Continuously and consistently record all reported incidents real time and resolve within SLA while following the ICT Incident reporting and escalation procedure.
• Continuously and consistently follow-up on the incidents as per SLA and priority. Monitor and manage the Open Ticket Queue for outstanding incidents to achieve resolution as soon as possible and at least within SLA or committed timeline.
• Implement, maintain real time, and develop (improve) daily (checks and incidents, opening and closing), weekly (Activity log, ticket report), monthly (ticket report and analysis), quarterly (audit / registry) and ad-hoc administration and reports with and without use of ManageEngine ticketing system and other generated data and reports.
• Update daily on escalations, delays, inquiries, and opportunities via applicable Netcom internal communication channels such as Teams.
• Liaise with the ITO Supervisor/Team Lead/Manager and VP Operations to coordinate and manage operational, technical, and commercial Issues and opportunities, and to inform Netcom Business Development Department (BDD) Account Manager of concrete opportunities as applicable.
• Keep up to date and maintain all Customer IT hardware, software, and licenses, including up-to-date IT records (Audit, Register), and prepare recommended additions and changes during budget reviews.
• Work with the Netcom IT capability owners to further advance the IT environment at Customer site based on best practices developed in cooperation with Netcom teams owning the applicable capability.
• Interact with the Customer representative and key staff, including Heads of Department, to establish a working relationship and ensure smooth problem resolution.
• Any other task as assigned by VP operations.

Requirements
Experience, Education and/or Professional Qualifications:

• A preferred Degree in any of  the following areas - Electronics, Computer Engineering, Computer Science and other core sciences with strong basis for ICT.
• Mandatory 2 - 5 years experience in similar role for network, systems and user support, and new solutions implementation support.
• ITIL, PMP, Prince2 and/or any Microsoft / Cisco / other OEM or professional certification(s).

Essential Skills / knowledge / traits:

• Knowledge of IT Support procedures, systems, administration, and support with the ability to sustainably clarify, improve and change existing or new operational IT Support initiatives.
• Knowledge of ticketing system, Service Level Agreement, key performance indicators.
• Knowledge of desktop, laptop, mobile device, and unified communications (IP phone, VOIP, conference system) troubleshooting installation and troubleshooting.
• Knowledge of router installation and configuration, LAN troubleshooting and management, DHCP configuration and troubleshooting.
• Knowledge of MS Windows OS installation, MS Office (O365) licensing, activation, application installation and user configuration and administration.
• Knowledge of Active Directory Administration including creating and managing domains, security groups, access rights.
• Advanced communication, relationship management and team working skills
• Proactive and always alert and following up to respond and get things done, while using every escalation as an opportunity to improve laid down procedures and follow-up on communication and implementation of the same.
• In depth Experience with Microsoft Outlook, Word, Excel, and PowerPoint.
• Basic knowledge on servers, cloud computing & security.

Desirable Skills / Knowledge / Traits:

• Hands-on experience and ability to demonstrate in areas of key duties and responsibilities and essential skills/knowledge.
• Knowledge of end point protection, antivirus, monitoring, control and other device security products and solutions.
• Knowledge of and hands-on experience with firewall and web filter installation, configuration, troubleshooting.
• Knowledge and hands-on experience with back-up and recovery systems and applications.

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Job Summary

• The ERP Functional Consultant’s role is to ensure successful implementations of ERPs.
• The job owner will demonstrate extensive knowledge of IT system integration and the ability to document ERP processes.
• The job owner will be someone whose technical expertise results in optimized business processes, services, and human resource management.

Key Duties and Responsibilities
ERP:

• Determining ERP needs via consultation, business process analysis, and observations.
• Evaluating existing IT infrastructure and recommending system improvements.
• Developing and configuring customized ERP solutions.
• Writing programs and scripts to design user-friendly interfaces and optimized functionalities.
• Deploying ERP solutions and ensuring seamless system integration.
• Running diagnostic tests and resolving issues to enhance performance.
• Providing ERP end-user training and technical support.
• Documenting ERP processes and preparing deployment progress updates.
• Complying with industry regulations.
• Keeping informed of the latest ERP developments, upgrades, and offerings
• Assist ERP lead in all activities with respect to application development, management operations and support
• Partner with internal and external stakeholders to identify automation opportunities and gather requirements to analyze, understand, and document business processes in detail for assessing automation feasibility.
• Participate in various types of interviews, meetings or workshops to design, document and configure automation solutions
• Work with functional leaders to help develop business case for additional software development and/or acquisition
• Provide assistance to customer during integration testing
• Documenting functional and non-functional business requirement specification, user stories, use cases as well design of workflows. This entailed layout and format are easily shared with and understood by stakeholders whilst keeping documentation up to date

IT Audit:

• Prepare audit programs, work papers detailing audit procedures, process diagrams, and ensure adequate audit evidence in accordance with departmental and professional standards
• Facilitate process / platform workshops to identify risks, design appropriate controls, implement control monitoring activities including performing testing services
• Develop appropriate materials to train and communicate IT controls framework to stakeholders
• Facilitate and participate with IT teams, workshops, and other sources of requirement’s information to plan the control environment
• Prepare project scope to assist with the pricing analysis for clients
• Communicate audit findings and opportunities for improvement to management

 Internal Process Analysis:

• Create process documentation/workflows, knowledge articles and self-service guidance for IT Services
• Assist in maintaining, supporting and upgrading existing IT systems and applications
• Supporting business automation projects during the User Acceptance Test and rollout phases.
• Plan and perform Information Technology audits to assess process effectiveness and control design for information systems in order to make meaningful contributions to drive results in the organization
• Create an array of Standard Reporting Templates for Systems Operations
• Development of business process workflows for existing and new business intelligence and collaboration solutions
• Work closely with key Subject Matter Experts to develop Policies that aim to improve business processes and support change management
• Learning management system and training
• Bring inconsistencies and problems to the attention of management
• Maintain a complete understanding of and adheres to all IT policies and processes
• Perform continuously to improve system capabilities and business processes

Education and Experience

• Bachelor's Degree in Computer Science, Information Technology, or similar preferred.
• At least 3 years' experience as an ERP consultant in a similar industry.
• Demonstrate out of the box thinking when confronted with new ideas or change.
• Ability to work with IT staff, managers, and business representatives, both internal and external Broad understanding of business and IT functions and processes.

Essential Skills / Knowledge:

• Specialization in business administration or a related field will be advantageous.
• ERP certification, such as D365 ERP Business Process Integration (SAP or Oracle is an added advantage).
• Extensive knowledge of business processes, ERP development tools, and coding languages.
• Exceptional interpersonal, collaboration, and communication skills.
• Superb problem-solving and analytical abilities.
• Excellent time management and organizational skills.
• Demonstrated ability to work with functional leaders and team members to discover, document, design and implement business processes in an ERP application platform.
• Strong skills in Process Mapping and Business Process Reengineering.
• Experience facilitating workshops and focus groups.
• Strong business/client engagement skills.
• Experience developing instructional and procedural documentation and presentation.
• Administrative and Analytical/Numerate skills.
• Good geographical knowledge.

Desirable Skills / Knowledge:

• Dynamics 365 Training (Back and Front end).
• Odoo Training (Back and Front end).
• Lean/Six Sigma Certification.
• Power Bi.
• BPM.
• IT Audit Training Courses with a focus on IT Governance.