VACANCIES

Title: ICT Officer – Application Support Specialist
Department: Information Communication Technology (ICT)
Reports to: Senior Manager Operations
Supervises: Not Applicable

SUBMIT APPLICATION TO: CAREERS@SRLFLOAN.EDU.BB 

APPLICATION DEADLINE: JULY 31, 2024

FUNCTIONAL AUTHORITY
Exercises Functional Authority
All IT-related areas
Receives Functional Authority
Senior Manager Operations

JOB SUMMARY
The ICT Officer – Application Support Specialist is responsible for performing
functions such as evaluating, testing, debugging, and implementing application
programs to support the infrastructure and business processes and operations of
the organization. The role will also be central in coordinating and developing new
applications, particularly web-based applications. The automation of internal
processes to drive efficiency and productivity will also be a
critical part of the functions of the position. Other functions include analyzing,
installing, modifying, and supporting operating systems, databases, and utility
software. The ICT Officer – Application Support Specialist also plans, conducts, and
directs the analysis of business problems with automated systems solutions. The
incumbent will provide applications-related training and troubleshoot problems
with all applications used by the organization. This position also works closely with
subject matter experts, end users, technical resources internally, third-party
vendors and senior management, in the delivery and support of applications.

KEY DUTIES AND RESPONSIBILITIES
Application Support
1. Design, develop, and maintain automated solutions using industry-standard
automation tools and technologies.
2. Collaborate with vendors, users, and other stakeholders to identify automation
opportunities and requirements.
3. Collaborate with cross-functional teams to prioritize automation initiatives and
deliver solutions on time and within budget.
4. Integrate hardware and software components to create robust automated
workflows.
5. Support Microsoft Modern Workplace tools and applications, ensuring seamless
user experiences.
6. Create and execute test plans and scripts to ensure the reliability and accuracy
of automated processes and to enhance business operations.
7. Provide guidance and support for application users to ensure that the application
systems are maintained to the highest possible standards with maximum levels
of attainable productivity and efficiency.
8. Examine and test application functionalities and performance and provide and
implement innovative solutions to drive automation and improve productivity.
9. Provide support for application configuration and upgrades, problem
analysis and resolution for application problems, in conjunction with the users
and external service suppliers where necessary.
10. Proactively analyze and propose improvements to tasks management processes
and practices.
11. Participate and document the gathering of system requirements from end users,
customers, and technical groups to develop user specifications and test
requirements.
12.Coordinate and implement all assigned ICT application projects.
13.Thoroughly test newly developed applications, off the shelf systems and scripts
before deployment to ensure minimum disruptions.

Business Support
1. In conjunction with service providers manage and maintain the organization’s
website and online portal platforms.
2. Provide training and support to end-users on using automated solutions
effectively.
3. Proactively manage data quality in systems being used by the organization.
4. Maintain interfaces and ensure their smooth functioning.
5. Run reports and routines to support day-to-day business operations.
6. Take the lead in coordinating & training end users on cyber security.
7. Administers security and authorization requirements (user access and
delegations).
8. Develop and maintain documentation for automated solutions, including design
documents, technical specifications, and user guides.

9. Maintains security reports for audit purposes and responds to audit
findings.

Troubleshooting
1. Coordinates problem resolutions and changes with external vendors.
2. Monitor the IT helpdesk and respond to end-user queries within established
guidelines.
3. Monitor automated processes and systems, troubleshoot issues, and implement
corrective actions as needed.
4. Be proactive in regularly exploring the various features and functionalities of
existing software to prevent potential problems.
5. Assist with troubleshooting network, hardware, and other system-related issues.

Other
1. Maintains up-to-date technical skills and stays current with developments in new
technologies and recommends ways for the organization to take advantage of new
technology and procedures.
2. Undertake any other duties of a similar level and responsibility as may be
required from time to time.

Liaises With
Key Results Areas/Performance Criteria
Internally:
• All staff
Externally:
• Service providers
• Vendors

This job is satisfactorily performed when:
The organization leverages the use of technology effectively.
There is increase automation of tasks leading to improve productivity.
End users are satisfied and competent in the use of applications and automation
techniques.
There is a high degree of customer satisfaction.
The organization is projected widely & positively in the public domain.
There is increased business.
Deadlines are met.
Compliance with established policies andprocedures is achieved.

JOB REQUIREMENTS
Qualifications
• A bachelor’s degree in computer science, Information Technology, or related
field.
• Certification in and hands-on development and coding experience with at least
one, or preferably several, of the following core technologies: JAVA, JavaScript,
PHP, HTML, C#, Python, SQL NoSQL.
• Familiarity with Active Directory, MySQL, Microsoft Azure, AWS.
-
Knowledge
• Sound knowledge of Microsoft Modern Workplace tools and applications,
including but not limited to SharePoint, Teams, OneDrive, and Power
Automate.
• Demonstrated experience with a wide range of applications including but not
limited to productivity software such as Office 365, Jira, loan management
systems, accounting software, HR systems and time tracking software.
• Understanding of ICT systems
• Highly self-motivated
• Deadline and results-driven
• Excellent Oral and written communication
• Ability to work speedily and accurately under pressure
• Ability to work with minimal supervision.

Skills
• A sound knowledge of cloud computing.
• Knowledge of IT infrastructure components (database, application, web server).
• Demonstrated experience in IT testing practices.
• Sound knowledge of information systems problem management, processes and
procedures.
• Well-developed conceptual and analytical skills including the ability to resolve
complex problems.
• Must be able to handle multiple assignments simultaneously.
• Strong interpersonal skills with the ability to work in a team environment.
• Excellent verbal and written communication skills demonstrating the ability to
effectively communicate with senior management, technical and non-technical
staff.
• Sound organizational and prioritizing skills.

Experience
1. Two years’ experience within a professional ICT environment
planning, installing, maintaining, and supporting business applications.

2. Experience in some aspects of providing ICT applications support to
users in a customer focused environment.
3. Experience in developing, implementing, and upgrading business applications.
4. Experience of analyzing user needs and requirements, mapping
processes and documenting the results.

WORKING CONDITIONS
Effort – Physical
• Involves use of keyboard and looking at computer screens for extended periods.

• Moderate visual demand from viewing a computer screen.

• Standard office equipment, including, photocopier, printer, adding machine,
facsimile, shredder, scanner.

Working Environment
Normal office environment.

Machinery/ Equipment Used

Standard office equipment, including, photocopier, printer, adding machine,
facsimile, shredder, scanner and computer.

Mental Pressure
Normal mental pressure

Working Hours

• Non-shift
• 8 hours per day
• May be required to work overtime occasionally