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Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financial products and services in Insurance, Asset management, Ban...
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Job Purpose and Key responsibilities
The ERP Application Support Analyst will work with other Engineers and Business Analysts to understand business’ processes, suggest improvements to existing ERP & other Enterprise Systems, and map business requirements as best as possible.
The role holder will act as the liaison between Business & IT, and is 2nd escalation level point of contact in the event of enterprise system issues. When matters are escalated by the L1 Support team, the role holder will be required to communicate directly with users of the system.
The role holder will support the section in meeting its responsibility for system administration including continued support, integration of applications, project management, configuration, reporting and more once the enterprise systems are successfully implemented. The role holder will also champion reengineering of business process flows with a bias to eliminate non-value add (manual) processes, to achieve IT set objectives.
Key Duties and Responsibilities
- Carry out 2nd line support for the following activities in relation to the applicable enterprise systems (including but not necessarily limited to: ERP, Hyperion & FAMs).
- Assist business partners in creating business cases and project request documents, collaborating with Project Managers and software development teams to: - Produce initial estimates of effort - Identify potential solution options
- Provide 2nd line support in addressing business issues for systems that fall under their responsibility.
- Facilitate business requirement gathering and analysis once the project moves from plan to execute.
- Ensure 95% of all tickets raised are responded to within the agreed SLAs and OALs.
- Respond to enterprise application queries around system processes, clarifying business system specifications, understanding user work practices and the nature of the business.
- Designing, testing, installing and monitoring enterprise application systems in scope.
- Working with business users and the project team to define the scope of enterprise application projects.
- Defining software, hardware and network requirements in conjunction with the relevant stakeholders.
- Developing agreed solutions and implementing new application changes in conjunction with the relevant stakeholders.
- Provide essential input as a Subject Matter Expert (SME) to any business systems issues.
- Provide essential input as an SME to business product-altering project initiation documents, including their objectives, scope, approach, and expected deliverables.
- Work with the Information/Data, Application and Technical Architects to develop the target state business process model; adhere closely to the corporate vision as well as to the business and technology strategy, in order to: - Understand business products, business strategies and customer usage of products. - Prepare business architecture deliverables based on analysis produced by business and technology teams describing key functional and non-functional requirements.
- Work with the business relationship manager and change management team to analyze and communicate organizational impact and potential change management issues of proposed business architectures to relevant stakeholders.
- Participate in planning sessions with Project Managers and development team members.
- Develop flow charts, functional diagrams and descriptions to communicate application process specifications, as required.
- Translate business scenarios provided by Business into system specifications.
- Document and adhere to change management process.
- Provide SME expertise in the maintenance of relevant system interfaces
Knowledge, experience and qualifications required
- Bachelor’s degree in Information Technology, Business, Finance or Accounting.
- Minimum 2-4 Proven hands-on experience in Oracle EBS Release 12.
- Work experience in translating business problems into analytical framework, developing analytical plans for answering complex problems and delivering analytical insights.
- Functional Oracle certification in Oracle EBS modules such as General Ledger, Fixed Assets, Payables, Inventory, Procurement and HR
- Certification in Oracle Essbase, Business Intelligence or Database Management and Project Management (e.g. Prince 2® / PMP or equivalent) will be an added advantage.
go to method of application »
Job Purpose:
- Assists in the managing, administering, monitoring and maintaining the enterprise databases including Oracle & SQL databases.
- Assists in ensuring database integrity, stability and system availability
- Assists in maintaining database backup and recovery infrastructure
- Assists in ensuring that all service level agreements (SLAs) for database services across the organization are delivered according to specifications.
Key responsibilities
- Assists in maintaining database backup and recovery infrastructure
- Making requested changes, updates and modifications to database structures and data
- Addressing data quality issues with users and management
- Developing database objects and structures for data storage, retrieval and reporting according to specifications
- Implementing and testing database design and functionality and tuning for performance
- Providing support to systems developers and interfacing with business users to ensure the database is satisfying business requirements
- Managing the user expectations. Periodic, planned proactive visits to internal customers with reports and requests action within agreed timeframes.
- Define service level agreements (SLAs) both internally and with our customers.
- Define metrics to ensure we are meeting those SLAs and holding the support team accountable.
- Set goals for MTR (Mean Time to Resolution) for all support issues, including escalated incidents.
- Create and/or put in place metrics for reporting the management and effectiveness of SLAs compared to desired performance.
- Monitor SLA performance for compliance with organizational needs and requirements, including follow-up checks for corrective action.
- Provide recommendations based on analysis of trending information.
- Oversee continuous service level improvement initiatives associated with core processes and mission-critical systems.
Knowledge, experience and qualifications required
- Degree in science/Engineering/Computer Science
- Oracle Certified Database Administrator
- Microsoft Certified Database Administrator
- ITIL intermediate
- Minimum of 2 - 4 years’ experience in a 24x7 service provider environment
- Leadership category responsibility framework (Core Competencies)
Emerging Leaders in Britam need to:
- Plan, direct and apply efficiencies and resources in order to optimise output and profitability against time, cost and team targets;
- 2.Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;
- Ensure that department priorities are adhered to and effectively communicated;
- Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate;
- Embody a high performance, proactive culture;
- Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
- Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making;
- Effectively set and monitor priorities and objectives for more junior staff;
- Understand and communicate objectives in relation to the larger organisational impact;
- Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
- Appropriately model the company values while setting the pace and energy for delivering;
- Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
- Provide access to accurate and consistent information and services across all channels;
- Ensure a seamless experience for clients;
- Improve service delivery for clients;
- Engage in continuous brand building to become the trusted partners to clients.
Emerging Leaders Competency Descriptions.
- Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
- Working with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-acitvely shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
- .Adhering to Principles and Values - Upholds and encourages ethical behavior and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organizational values during every day interactions.
- Analyzing - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgments from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
- Planning and Organizing - Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
- Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.
- Deciding and Initiating Action - Takes responsibility for own, as well as subordinates’ actions and projects; takes initiative and works under own direction; initiates and generates activity; introduces improvements into work processes; handles problems with minimal guidance.
- Leading and Supervising - Provides subordinates with a clear direction; motivates and empowers others; provides subordinates with the relevant coaching; creates a positive climate that fosters learning and development; identifies high potential talent; sets and articulates the departmental vision and values through own personal behavior; sets appropriate standards of behavior.
- Formulating Strategies and Concepts - Works strategically to realize personal goals; understands and effectively communicates the departmental strategy; translates the departmental strategy and vision into operational responsibilities; takes into consideration departmental strategy during all tasks; takes account of a wide range of issues across, and related to current role.
- Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions.
- Following Instructions and Procedures - Challenges authority only when appropriate; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates a commitment to the organization; complies with legal obligations and safety requirements of the role.
- Adapting and Responding to change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
Technical/ Functional competencies
- Strong technical skill/knowledge spanning enterprise infrastructure, Web-based application hosting and internet technologies
- Knowledge of software, hardware, systems administration, and network technology
- Thorough understanding of relational database theory and practice
- Effective staff management and leadership skills.
- Detail oriented and process focused
- Self-motivated, self-starter who works well in a fast pace, growth orientated entrepreneurial environment.
go to method of application »
Job Purpose and Key responsibilities
Job Purpose:
- Assists in the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise systems
- Assists in the redesign and configuration of operating systems and system applications as well as investigates and analyses feasibility of system requirements and develops systems specifications.
Key responsibilities
- Assists and ensures that records of system downtime and equipment inventory are properly maintained. Applies revisions to host system firmware and software. Works with vendors to assist support activities.
- Assists in developing new system and application implementation plans, custom scripts and testing procedures to ensure operational reliability.
- Assists in performing troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations.
- Ensures high availability and acceptable levels of performance of mission critical host computer resources.
- Follows procedures to maintain security and protect systems from unauthorized use, acts of nature and user abuse.
- Follows procedures, programs and documentation for backup and restoration of host operating systems and host-based applications.
- Assists in developing and coordinating project directions and schedules to maximize benefits and minimize impacts on the customer organizations. Assists in developing tools, procedures, and training sessions for Operations, Client Support and Systems Development staff to assist with work.
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required
- Degree in science/Engineering/Computer Science
- Extensive programming background in any applicable language
- ITIL intermediate
- Minimum of 2 – 4 years’ experience in a 24x7 service provider environment
- Leadership category responsibility framework (Core Competencies)
- Emerging Leaders in Britam need to:
- Plan, direct and apply efficiencies and resources in order to optimise output and profitability against time, cost and team targets;
- Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;
- Ensure that department priorities are adhered to and effectively communicated;
- Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate;
- Embody a high performance, proactive culture;
- Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
- Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making;
- Effectively set and monitor priorities and objectives for more junior staff;
- Understand and communicate objectives in relation to the larger organisational impact;
- Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
- Appropriately model the company values while setting the pace and energy for delivering;
- Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
- Provide access to accurate and consistent information and services across all channels;
- Ensure a seamless experience for clients;
- Improve service delivery for clients;
- Engage in continuous brand building to become the trusted partners to clients.
- Emerging Leaders Competency Descriptions.
- Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
- Working with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-actively shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
- Adhering to Principles and Values - Upholds and encourages ethical behavior and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organizational values during every day interactions.
- Analyzing - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgments from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
- Planning and Organizing - Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
- Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.
- Deciding and Initiating Action - Takes responsibility for own, as well as subordinates’ actions and projects; takes initiative and works under own direction; initiates and generates activity; introduces improvements into work processes; handles problems with minimal guidance.
- Leading and Supervising - Provides subordinates with a clear direction; motivates and empowers others; provides subordinates with the relevant coaching; creates a positive climate that fosters learning and development; identifies high potential talent; sets and articulates the departmental vision and values through own personal behavior; sets appropriate standards of behavior.
- Formulating Strategies and Concepts - Works strategically to realize personal goals; understands and effectively communicates the departmental strategy; translates the departmental strategy and vision into operational responsibilities; takes into consideration departmental strategy during all tasks; takes account of a wide range of issues across, and related to current role.
- Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions.
- Following Instructions and Procedures - Challenges authority only when appropriate; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates a commitment to the organization; complies with legal obligations and safety requirements of the role.
- Adapting and Responding to change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
Technical/ Functional competencies
- Familiarity with networked/distributed computing environment concepts; for example, ability to use the route command, administer routing and remote access service, and modify deployed group policies
- Ability to write scripts in some administrative language (e.g., Perl, Python, VBScript, Windows PowerShell)
- Programming experience in any applicable language
- Ability to deal tactfully with employees and contractors who provide a broad spectrum of services.
- Detail oriented and process focused
- Self-motivated, self-starter who works well in a fast pace, growth orientated entrepreneurial environment
- Strong organisation, time management and prioritisation skills
go to method of application »
Job Purpose:
Work with other departments within the Group to identify requirements and develop solutions (database design, workflows, user/data interfaces, integrations) and design, development and 3rd line support of business Applications, ranging from user analysis, design and development to implementation and maintenance.
Key responsibilities
- Configure and/or customize business applications to meet business requirements using various database and software tools
- Assist in presentations of system functionality to new users and departments. Drives systems adoption by business users.
- Enhance and create user and system documentation as needed
- Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
- Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented
- Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications.
- Capturing of business applications information needs and mapping of the same to the software and /or database components.
- Perform data modelling to analyse and specify data structures within an application system
- Developing database objects and structures for data storage, retrieval and reporting according to specifications
- Implementing and testing database design and functionality and tuning for performance
- Research and provide input on design approach, performance and base functionality improvements for various procedures and applications.
- Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business
Knowledge, experience and qualifications required
- Knowledge, experience and qualifications required
- Degree in Computer Science or technical-related field
- Certified Solution Developer e.g. Java, Microsoft etc.
- .4 – 6 years’ experience in applications development, which includes system customization and report designs.
- .2+ years development experience with any modern programming tools/Platforms e.g. .NET, Java, Ruby, PHP
- 1+ Years development experience with Java EE
- 2 years’ experience with RDMS preferably MS SQL Server, Oracle, MySQL, Sybase, and Informix.
Leadership category responsibility framework (Core Competencies)
- Emerging Leaders in Britam need to:
- Plan, direct and apply efficiencies and resources in order to optimise output and profitability against time, cost and team targets;
- Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;
- Ensure that department priorities are adhered to and effectively communicated;
- Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate;
- Embody a high performance, proactive culture;
- Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;
- Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making;
- Effectively set and monitor priorities and objectives for more junior staff;
- Understand and communicate objectives in relation to the larger organisational impact;
- Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
- Appropriately model the company values while setting the pace and energy for delivering;
- Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
- Provide access to accurate and consistent information and services across all channels;
- Ensure a seamless experience for clients;
- •Improve service delivery for clients;
- •Engage in continuous brand building to become the trusted partners to clients.
- Emerging Leaders Competency Descriptions.
- Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
- Working with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-actively shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
- Adhering to Principles and Values - Upholds and encourages ethical behavior and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organizational values during every day interactions.
- Analyzing - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgments from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
- Planning and Organizing - Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
- Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.
- Deciding and Initiating Action - Takes responsibility for own, as well as subordinates’ actions and projects; takes initiative and works under own direction; initiates and generates activity; introduces improvements into work processes; handles problems with minimal guidance.
- Leading and Supervising - Provides subordinates with a clear direction; motivates and empowers others; provides subordinates with the relevant coaching; creates a positive climate that fosters learning and development; identifies high potential talent; sets and articulates the departmental vision and values through own personal behavior; sets appropriate standards of behavior.
- Formulating Strategies and Concepts - Works strategically to realize personal goals; understands and effectively communicates the departmental strategy; translates the departmental strategy and vision into operational responsibilities; takes into consideration departmental strategy during all tasks; takes account of a wide range of issues across, and related to current role.
- Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions.
- Following Instructions and Procedures - Challenges authority only when appropriate; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates a commitment to the organization; complies with legal obligations and safety requirements of the role.
- Adapting and Responding to change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
Technical/ Functional competencies
- Experience with web servers and application servers e.g. Apache, IIS, Apache Tomcat, JBoss, WebSphere, WebLogic.
- Experience in data warehousing, business analytics, knowledge in Business Systems Modelling and data retrieval
- Have knowledge of Mobile infrastructure, Internet technologies, ecommerce and e-payment technologies
- Good understanding of Service Oriented Architecture (SOA)
- Unix user skills.
- Experience in processes and procedures management.
- Thorough understanding of relational database theory and practice
- Experience in process automation using robotics
Method of Application
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