Serve as the
first level support for CIFOR-ICRAF Business Systems, ensuring timely
resolution of incidents and requests in line with SLAs
Respond to
incidents and change requests, and update users on resolution status in a
timely manner
Work closely
with technical teams and business users to diagnose, troubleshoot, and resolve
system issues effectively
Ensure proper
documentation of issues, root causes, and resolutions.
Proactively
identify recurring issues and recommend sustainable solutions to reduce support
overhead
Maintain high
levels of customer satisfaction through effective communication and service
delivery.
2.
Business Analysis.
Participate
in quantitative and qualitative analysis to derive functional requirements
based on standard procedures.
Provide
support in process improvement activities and in development of procedures
relating to business systems.
Coordinate
with internal stakeholders to develop data models to generate regular and
ad-hoc reports and analytical solutions.
Work closely
with the Business Analysts to identify core processes and ensure alignment with
existing procedures, guidelines, and policies.
Participate
in system enhancements, deployments, and upgrades of applications and
associated system.
Ensures up to
date system documentation relating to all processes in accordance with
CIFOR-ICRAF IS standards.
Participates
in systems design workshops with Business Systems Analysts and personnel from
relevant business functions.
3.
Reporting.
Provide
continuous status updates of the tasks assigned to the supervisor and the IS
team.
Support
generation and validation of operational and analytical reports where required.
4.
Testing.
Participates
in systems testing, debugging, and resolving issues.
Support User
Acceptance Testing (UAT) activities, ensuring solutions meet business
requirements.
5.
Training.
Participate
in development and documentation of training materials, scenarios, and setups.
Provide
training to staff and other stakeholders.
6.
Other Responsibilities.
Provide
assistance to management in maintaining vendor relationships and performance
(tracking of invoice payments).
Participates
in management and implementation of audit findings
Identify and
take action to mitigate potential risks within your work area
Take
reasonable care of own occupational health and safety and that of others as
obliged by CIFOR-ICRAF’s Occupational Health & Safety Policy; and cooperate
with CIFOR-ICRAF in complying with requirements under any statutory health and
safety provisions of relevant Country laws.
Ensure proper
back-up/restore procedures are in place and documented.
Requirements
Minimum
Bachelors’ degree in Computer Science/Information Technology or equivalent.
Up
to 3yrs of consistent experience.
Knowledge
and experience in system analysis & design.
Knowledge
and experience of Business systems & Processes.
Knowledge
and experience in use of reporting and analytical tools.
Knowledge
and experience of programming languages (C#, .NET, Java, PHP etc).
