Engineer, IT Application (CRM) - MTN Ghana

Mission/ Core Purpose of the Job

The IT Support & Systems Admin will be responsible for providing IT Support which includes end-user 1st line support, application maintenance, systems administration and testing support.

Key Performance Areas: Core, essential responsibilities/outputs of the position (KPA's)

IT Support & Systems Administrator 

• Responsibility to install, configure & maintain MTNGC Digital systems from an IT perspective. 
  • Haraka based on Salesforce & Enxoo solutions for telco 
• MTNGC systems access  
• Provide access to end-users 
• Unlocking user accounts or resetting passwords due to user forgetfulness 
• Dealing with SSO, two-factor authentication, and certificate problems 

• Office365 integration 
• Homepages configuration 
• Roles & Profiles 
• Notifications (emails, chatters) 
  • Provide 1st line support for issues/queries raised by End-Users 
• Undertaking raised tickets and preliminary communication with end-users 
• Analyse the impact of incidents and provide feedback to affected users or business area 
• Coaching one to one to Sales, Commercial, Technical, Finance and all the relevant functions on their BAU tasks using the MTNGC platforms  
• Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems 
  • Ability to resolve/fix issues & perform maintenance changes such as: 
• Standard and Custom objects (fields, layouts, validation rules, etc.), 
• User Interface (custom labelling, tooltips, quick text) 
• New validations & new notifications 
• Changes on DOA matrix (thresholds & responsible approvers) 
• Test in UAT & deploy it in a live environment 
  • In case the issues cannot be internally fixed 
• Liaise with 2nd & 3rd lines of support to resolve incidents 
• In the case of Haraka, 2nd line is Enxoo & 3rd line is Salesforce 
• Escalate to resolve the issues 
• Obtain 2nd & 3rd lines support to track progress  
• Produce monthly reports on IT Systems support issues, correspondent status, ageing & blocking factors 
• Ensure system performance is up to standards => no slowness detected ? 
• Help users to develop or fine-tune reports so they yield meaningful metrics 
• Support Product Management team to excel in their performance while changing/creating new products & price books 
• Data management: perform regular backups & upload data (mainly processed outside the system, for instance through emails)  
• Ensure the system is certified by the Group Security team 

Job Requirements (Education, Experience and Competencies)

Education: 

• Minimum 4-year Academic Degree (Engineering/Computer Science)  
• Fluent in English and language of country preferable 

Experience: 

• Minimum of 2 years experience  
• Strong IT background in Telco environment 
• A good understanding of the telecommunication industry – especially wholesale carrier services is desirable 
• Salesforce Certified Administrator is a plus 
• Experience in a similar role 

Competencies: 

• Ability to work effectively with multiple stakeholders in a multi-cultural environment 
• Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges 
• Ability to provide direction and leadership towards multiple business units with the organization 
• Maturity to handle ambiguity and adaptive to a dynamic environment 
• Strong technical and analytical skills 

Other: 

• Regional and international travel 
• Ability to adapt to changing requirements of business and staff members  
• Excellent interpersonal and technical skills.