ERP Value Delivery Analyst at Britam

Job Purpose

The job holder will be responsible for;

• Administration, maintenance and Tier II line support for the Group enterprise systems. Responsible for maintaining, supporting, and upgrading existing systems and applications. 
• Reinforce quality standards and adherence to business best practice, adding value to business processes and significantly contributing to the operational excellence. 
• Ensures that all service level agreements (SLAs) for applications support services across the organisation are delivered according to specifications.

Key responsibilities

1. Provide first line and second line support and maintenance services to all business systems. Escalates and sources expertise when necessary. 
2. Proactive monitoring of various production systems for performance, availability, and other critical parameters
3. Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters
4. Maintenance and administration of the Group Enterprise systems
5. Ensure the enterprise systems is adequately sized to meet SLA’s with the business
6. Define and monitor data and application availability for the enterprise systems
7. Document and update processes and procedures in use for the business systems
8. Providing and monitoring SLAs and OLAs
9. Adequate communication to stakeholders on the state of any tickets assigned 
10. Follow up and reporting on tickets escalated to third line support
11. Testing new system functionality before deployment into production environments
12. Test the achievement of supportability requirements for delivered solutions 
13. Approvals for acceptance tests
14. Delegated authority ;as per the approved delegated authority matrix
15. Perform backup and restore testing as per the restore calendar
16. Document and adhere to change management process

Key Performance Measures

As described in your Personal Score Card

Knowledge, experience and qualifications required

• Degree in Science/Engineering/Computer Science
• ITIL intermediate
• Minimum of 2 – 4  years’ experience in a 24x7 service provider environment