Operations Support Officer at KENYA Teachers SACCO Association-KETSA

JOB PURPOSE

• The Operation Support role forms part of the Operations Team with clearly cut out technical support functions to both clients and internal needs.
• This role is charged with supporting daily operations and continuous service improvement.
• The Operation Support Officer will be expected to apply professional principles, practices and techniques to ensure all work is conducted in an efficient and effective manner.

ACADEMIC QUALIFICATIONS

• Must have attained a minimum grade of C + in the O levels.
• A bachelor’s degree or Diploma in information technology, Telecommunications, Informatics, Computer Science, or any other related field from a recognized institution
• At least 3 years' experience in Systems support or Software applications development.
• Good understanding of programming languages such as Java, PHP, Python and Linux operating systems.
• Proficiency in any of the relational database management systems such as PostgreSQL, Oracle, MS SQL Server.

ATTRIBUTES/ SKILLS

• Excellent communication skills & customer engagement skills and ability to prioritize tasks.
• Ability to work under pressure
• Programming skills
• Creativity and innovation and ability to address complex customer needs
• Analytical Skills
• Problem solving skills
• Working knowledge of software development best practices
• Working knowledge of software applications security
• Attention to detail

KEY DUTIES AND RESPONSIBILITIES

• Provide Systems support of the financial service platform
• Manage user accounts and access onto the platform
• Monitor system and service performance against customers’ & Partner SLAs or any other internal uptime requirements
• Create and maintain product catalogs for all financial service products managed on platform
• Establish and operate systems support function to support issues, incidents and other requests for service related to the financial service platform
• Manage an incident log, capture details of bugs / defects and assess impact before forwarding to service provider for resolution
• Create and maintain documentation related to administration and use of the system, including training material
• Acting as systems trainer for new users
• Become the central source of knowledge for how the system functions and best practice
• Support internal/ external stakeholders in requirements gathering and refinement for escalation to the KETSA’s technology arm (service provider)
• Provide reporting to stakeholders based on data managed in the financial service platform with emphasis on graphical presentations and dash boarding.
• Any other duties as may be assigned by the authorities.