ICT SUPPORT OFFICER

JOB PURPOSE:

Reporting to the ICT Team Lead, the ICT Support Officer will undertake ICT user support, maintain and support/administer ICT systems, solutions and services across the Society including the core banking and auxiliary systems, websites, social media platforms, databases and applications. This position requires a thorough understanding of the Society’s business and operations as well as competence in all aspects of ICT.

KEY RESPONSIBILITIES:

• Reviewing the Society’s core banking system and related applications’ effectiveness and efficiency and developing strategies for the enhancement and optimal utilization of these systems;
• Administering, supporting and enhancing auxiliary systems including the website, databases, applications and social media platforms;
• Providing user support on various ICT systems and running data center processes including end of day, start of day, end of month, end of year and MIS reporting;
• Developing user and systems administration manuals and ensuring the currency of the Society’s systems’ functional specifications documents/ parameters;
• Implementing systems backup processes and undertaking regular/ scheduled recovery procedures to guarantee business continuity and disaster recovery in the Society’s core and auxiliary systems;
• Reviewing, testing and evaluating new versions of the Society’s operating systems and related software as well as analyzing software specifications for completeness and compatibility with operating system capabilities;
• Participating in the planning, installation, implementation and maintenance of hardware systems and peripheral devices;
• Reviewing and documenting/ reporting ICT systems failures and taking corrective action as approved/ directed;
• Ensuring the security and integrity of all systems and data;
• Undertaking research on relevant technologies and recommending new systems as appropriate;
• Reviewing, enhancing, updating and installing vendor supplied systems software components to optimize performance of the Society’s ICT systems;
• Contributing to the design, installation, administration, support and optimization the Society’s ICT network, servers, workstations, communication equipment and related components to achieve high performance and availability;
• Developing training materials, operating and user guides and training staff on various ICT platforms;
• Continually keep updated on technical knowledge and skills by attending in-house and/or external courses, reading manuals and accessing new technologies.
• Assuming other special activities and responsibilities from time to time as directed by the Management of the Society.

QUALIFICATIONS AND COMPETENCIES:

1. University degree in information systems, information technology or computer science;
2. Professional Certification in ICT infrastructure, Systems Administration and Support;
3. Direct, hands-on competence on automated software and system administration tools;
4. Proficiency and extensive experience with core software applications especially ERP systems;
5. Proficiency in Transactional Database Management Systems especially SQL and DTS stored procedures as well as capability to manage the internal and external MS SQL database security;

PEOPLE MANAGEMENT CAPABILITY:

• Ability to make performance expectations clear, and hold others accountable for meeting challenging work standards;
• Capability for coordinating teams and creating a positive environment that fosters team spirit in developing and implementing business development initiatives;
• Willingly and proactively coaching others to higher levels in personal development, creativity and productivity;
• Ability to assign responsibilities, delegate, set accountabilities, deliver ongoing directional feedback and monitor progress on business development initiatives;
• Capability to champion and embrace organizational change.
• Ability to candidly and tactfully discuss individual, corporate and systemic performance.

DECISION-MAKING:

• Capacity to make day-to-day decisions to support long-term organizational goals;
• Capacity to take full responsibility for decisions and possession of the backbone to work through opposing circumstances;
• Ability to make high-quality decisions based on a mixture of analysis and wisdom;
• Accountability for credit performance and capacity to correcting problems;

ANALYTICAL AND PLANNING CAPACITY:

• Ability to build quality checks into processes;
• Ability to develop fully actionable plans that successfully respond to identified issues
• Capacity to create thorough implementation plans that include back-end checks for quality and accuracy;
• Ability to analyse business and service problems from a systemic perspective;
• Ability to discern and convey priorities.