Job Description

Schedule: Full-time Shift: Standard Accountabilities

Key activities Overall goals / Typical measures

Customer - Internal

§ To provide business applications to the business entities: - Planning core application deployment for new proprietary software and versions with the GIS Operations Centres deployment and support teams § To provide technical support: - Resolving problems to all users over Morocco, Mauritania & Tunisia § To proactively support and advise Business Entities on Business Services issues. These include:

- Business projects with Program Delivery team - Work Closely with Program Delivery to implement new Business solutions. - Provide full support to the ESS support team - Implement new Customer integration DEC, XMLPI, MYDLAPI - To provide user training and on-going user support. - § Business Services are delivered to all Business Entities to a high standard, in a timely manner and with ongoing support. § Service Level Agreements for Business Services are met or exceeded. § All deployed software performs in an optimum manner. § Implementation of new or updated applications maximises the level of operational service with minimal disruption to the core business. §

Process

§ To continuously review business direction, business processes and available applications through: - Business needs analysis in the context of regional and country direction - Participate with Program Delivery team to implement new EGAP solutions § Ensure that all ESS KPIs are met § To promote ESS solutions to customers, Sales and Operations § To Work With ESS Support team to promote the ESS solutions, deliver ESS Awareness to Customers, Sales and Operations § Data quality meets local and global standards. § Full process documentation for all operational systems.

People - Management

§ To develop IKOs/KPIs with team members and monitor individual ESS support team performance. § To identify training needs and opportunities to develop a highly skilled Business Services team.

§ Employee satisfaction. § Promotion rates. § Number of management training day(s). § Number of technical training day(s). § Ensure Grade of Service & ACR are respected on a daily basis

Skills / Qualifications

Key capabilities

Skills § Communication skills (English), spoken and written (excellent) § Technical expertise in: - All proprietary core business applications - Existing local developments - XML knowledge - PHP/MYSQL Basic Knowledge - Desktop applications (Microsoft Office, PowerBI, etc.) - Database Management SQL, MYSQL - Knowledge of IS development life cycle

Competencies § Commitment to Excel Challenges self and others to exceed standards and achieve extraordinary results. Is not easily deterred when obstacles or delays are encountered. § Adaptability Responds positively to change. Maintains effectiveness when confronted with new work situations or the uncertainty and ambiguity that comes with change. Is open to new ideas, assignments and approaches. § Initiative A bias for taking action, making decisions and proactively doing things for both current and future opportunities. § Maximizing Individual Performance Gives clear directions and ensures others know what is expected of them. Monitors and reviews performance, providing support and guidance to ensure success. Enforces quality standards and agreed upon commitments, addressing performance problems in a timely, tactful, but direct manner. § Communication Provides information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively. § Analysis Thinks through a situation systematically. Critically evaluates both numerical and narrative information. Draws accurate conclusions.

Expected years of experience

§ 2-4 years IS management experience

Educational Qualifications

§ Bac+4/5 in Information Technology - IT programming - IT Analyst