Engineer - Service Management Automation & Analytics at Safaricom Kenya

Reporting to the Delivery Manager – Service Management, the position holder will be responsible for designing, developing, and maintaining automation solutions for web and mobile service management applications in a data driven environment. The role will involve collaborating with cross-functional teams to optimize and streamline operations in the Service Management department with a focus on automating service management tasks through web and mobile applications and solutions.

Key Responsibilities

• Design, develop, and maintain automation solutions to enhance the efficiency of service management operations via mobile platforms.
• Collaborate with IT, Service Management, and Operations teams to identify areas for automation within service management processes.
• Implement mobile-based automation features that support service management tasks such as incident, problem, and change management, improving service delivery and user experience.
• Leverage mobile development frameworks (e.g., Flutter, Swift for iOS, Kotlin for Android) to integrate service management functions within mobile applications for field engineers and service management personnel.
• Automate workflows and integrate mobile solutions with backend service management systems (e.g., ServiceNow, Remedy) to enhance real-time service monitoring and issue resolution.
• Develop secure and efficient mobile solutions, adhering to industry best practices to address vulnerabilities and ensure data protection within the service management environment.
• Collaborate with cross-functional teams to ensure seamless integration of mobile-based automations for service management.
• Monitor and troubleshoot automated mobile service management solutions, optimizing performance and ensuring operational reliability.
• Document mobile-based automation solutions, ensuring all scripts, applications, and processes are well-documented and maintainable.
• Drive continuous improvement by identifying new opportunities for mobile automation in service management workflows.
• Extract or access data from the various data sources e.g. XML, CSV, databases and big data sources.
• Transform the data so that it is better suited for analytics.
• Load transformed data into the target databases.
• Utilize visualization tools (e.g., PowerBI, Qlik Sense, ELK) to create mobile-friendly dashboards and reports that help monitor SOC operations and service delivery metrics.
• Ensure mobile applications meet all internal standards, regulatory compliance, and security requirements.

Qualifications

• Degree or diploma in Computer Science, IT, Telecommunications, or a related field.
• Minimum of 2 years working experience in a busy heterogeneous IT environment. 
• Strong working experience with Data Structures and algorithms.
• Mandatory working experience with databases, data management and data visualization. 
• Data engineering skills in large-scale enviroments with working experience in ingesting and analyzing massive data volumes. Proficient in languages like Python and Java, to build robust ETL pipelines.
• Understanding of database management and data storage solutions on iOS and Android.
• Experience using data visualization tools like PowerBI, Qlik Sense, or similar tools to create mobile-optimized reports and dashboards.
• Experience with mobile application development for iOS and/or Android platforms (e.g., Flutter, Swift, Kotlin, Java, Objective-C).
• Working knowledge in Agile delivery methodology.
• Experience with [UI/UX design principles/tools - Sketch, Figma, Adobe XD].
• Knowledge of RESTful APIs and integrating mobile applications with service management systems.
• Experience with mobile development lifecycle, from design and development to deployment and maintenance.
• Familiarity with IT Service Management tools (e.g., ServiceNow, BMC Remedy, etc.) and their integrations as per the Enterprise Architecture blueprint.
• Proficiency with version control systems like Git.
• Knowledge of mobile security practices, data protection, and securing mobile applications.
• Strong problem-solving and troubleshooting skills in a mobile development and service management practices.
• Team player who is skilled at building up and managing stakeholder relationships successfully.
• Ability to persuade stakeholders and to champion effective techniques through delivery.
• Ability to drive initiatives without any formal authority in an ambiguous environment.
• Working knowledge of process improvement practices.