Software Application Support Lead / Specialist (Support Engineer 2) at Rainforest Alliance

Description:

To achieve our vision requires the smart use of technology to deliver capability and capacity at both scale and pace, so that we can do the most good.  To accelerate delivery, we are buying in various software applications which need to be configured (not customized), maintained and supported to reflect changing business needs.

You will need to become a software application support Subject Matter Expert (SME). You will therefore require a good understanding of how a modern software platform operates, an excellent technical aptitude, and become intermittently familiar with it. In addition, you will be responsible for prioritizing and implementing business requested configuration changes against agreed RA practice. We are therefore looking for a Software Application Support Specialist to work in our Kenyan office. An international mindset and ability to work with people from multiple cultures, time zones and counties is key to working successfully with RA. This role will report into the Software Configuration Manager.

Role Responsibilities:

• Manage one or more software applications, developing a technical understanding
• Support business and technical colleagues in identifying and prioritizing requested configuration changes, developing and managing the change back log
• Develop a close working relationship with the application provider support and development teams
• Work with internal product teams and technical leads to understand scope, timing and prioritization of product development activities that may impact the application

Qualifications:

• Ideally a bachelor’s degree in information technology, Computer Science, or other relevant technical qualifications
• A minimal of 1-3 years’ experience in various technical positions, ideally supporting software development; ideally gained in a commercial background
• Solid analytical and problem-solving skills.
• Excellent English interpersonal, written, and oral communication skills, including ability to present ideas in a user-friendly non-technical language 
• Familiarity with environmental and sustainability issues is a plus