The Service design and Advanced support officer (SDS officer) has below although not limited to responsibilities:
Perform improvements or new services/products design and create all appropriate documentation (documents listed on work instructions);
Perform level 1 communication with developers during the improvement/new service or product development phase to ensure agreed timelines, client expectation and services/products quality are meet;
Prepare and Perform application testing for any company services/products and create all appropriate documentation (documents listed on work instructions);
Prepare and Provide induction and train the trainers sessions for company services/products for internal staff and when applicable for external entities;
Prepare and Provide explanatory notes for company service/product that can later be used by other teams/departments to compile user guides, end user training material and communication campaigns;
Support company services/products roll out to end users;
Monitor and assess post implementation/release issues of company service/products to minimize impact on end user experience/systems performance/data integrity;
Provide advanced application support for internal teams (Level 1) on company services/products within company’s defined standards/framework;
Interact with Level 3 support teams for the timely resolution of reported incidents;
Ensure that all process, procedures and documentation are in line with company standards, rules and certifications;
Comply with SDS team KPI’s;
Comply with SDS team reports;
Comply all the process, procedures, integrity code work instructions defined on SDS team, Operations Department and company;
Attend to any other assignment as may be given to him from;
May be required to work in shifts;
Requirements
Relevant degreewithin the field;
Minimum of 1 years working experience on IT related areas;
Minimum of 1 years of user support working experience;
Degree certificate or Senior from an Higher education IT Course;
ITIL foundation or any IT management certificate;
Ideally qualified in application testing;
Ideally qualified in project management related areas;
Ideally qualified in business analysis or software analysis.