Knowledge, System & Process Trainers – Botswana Life Insurance
Job Description
Role Description
The purpose of the role is to provide second line support to BIHL applications, maintain and enhance them. Knowledge System & Process Trainers are also responsible for the design, installation, testing and maintenance of software systems. Knowledge System & Process Trainers document IT systems to understand, change, improve, and help build business applications systems.
Responsibilities
1. Provides the correct responses to requests for support by making system modifications, developing work-arounds or site-specific enhancements, manipulating data, reconfiguring systems, changing operating procedures, or producing additional documentation.
2. Troubleshoots/resolves business user queries on BIHL applications
3. Escalates queries to external consultants where required.
4. Resolves application issues using technologies used within BIHL
5. Provides exceptions data extracts from applications as required by business/management.
6. Prepares extract for auditors, under the supervision and authority of Manager (Business Applications).
7. Investigate and prepare technical reports on application issues
8. contributes to the development of reliable, efficient, tested programs, that conform to appropriate specifications and standards, taking cognizance of Corporate, Industry and Professional standards.
9. Studies and analyses the functional specifications provided to gain an in-depth understanding of what is required
10. Designs program logic to meet the functional requirements as specified and decides on the best coding techniques to ensure optimum program performance, whilst adhering to existing programming standards;
11. Integrates developed programs with each other to form deliverable functions by checking coding and program documentation for deficiencies and errors
12. Consults with IT & business users to determine business, functional and technical requirements for specified existing IT applications.
13. Contribute technical support to projects and participate in projects , when needed.
14. Ensures the appropriate implementation, quality assurance and technical support of developed products according to the pre-set standards. Verify that the solutions developed are technically feasible;
15. Assists network, systems, and database administration personnel when necessary
16. Develop and execute test plans to test all technical functions developed to ensure that it does work according to specifications, including integrated testing;
17. Logs requests for change (RFCs) ensuring accuracy and consistency of data by following agreed change management procedures.
18. Testing and debugging each program thoroughly in accordance with a test plan for the system, arranging for integrated testing of programs.
19. Coordinates with groups of business personnel who test, evaluate and validate new functions and applications, and identify issues in software or services.
20. Supports and owns-up IT Internal processes as agreed with management, (such as Service Desk, Problem, Access, Incident management, Change, Information and Security management, Content Management, SLA management)
21. Documents IT process under guidance from supervisor /manager
22. Prepares regular management reports as requested by the management or superior.
23. Assists with other administrative processes in IT department
24. Develop and document disaster recovery and business continuity plans
Key Competitencies
- Communicate ideas in both technical and user-friendly language.
- Customer Awareness, Listening skill and ability to build Rapport
- Interpersonal skills
- Report writing.
- Work collaborately with a variety of teams
- Elicit requirements through different techniques
Qualifications and Experience
- University Degree and relevant business training specializing in Information Systems.
- Project Management.
- Application or database development certification in one of the following technologies : Oracle, Microsoft Technologies, Java at Intermediate level (up-to-date version).
- ITIL Framework Certification
- At least 3 years related experience with a high level of experience in Business Analysis, Application Testing Methodology.
- Experience in more than two of the following Technical area is mandatory : Database: Oracle databases, MSSQL, MySQL, Programming languages: Microsoft, J2EE, PHP
- Operating Systems: Linux OS, Windows OS
- Other tools: Data Warehousing and Documentation Standards.
Closing date: August 18, 2023
