IT ANALYST ROLE
The main purpose of the IT Analyst role is to support the IT Manager within their area of responsibility as a representative for the whole of IT, including the IT Service lines, functional Business partnering and Innovation in support of the Rwanda Plantation businesses. Core focus will be on End User Computing & managing plantation specific applications.
KEY DELIVERABLES:
Business Partnering
- Engage with business teams to communicate and scope the IT plan aligned with overall IT plan.
- Partner with functional managers, understand their business requirements and come up with solutions that will be of benefit to the functions towards meeting their business goals. Also play an advisory role in aligning and improving current business processes. The incumbent is expected to gain deeper understanding of the processes and requirements, search for possible solution in the IT space within and deliver that solution using world class project management skills, assisting the functional managers and users make use of the latest technologies.
- Continuous monitoring and assistance in retaining business process knowledge through training and partnering forums. To deliver this, there is need to analyze effectiveness of the key users through continuous monitoring of tickets, picking up problem areas, and directing refresher training to those needs and holding focus group meetings to make clear the existing process support model in place.
- Use data to drive insights to improve business performance
- Lead the journey towards predictive capability & move from Information to Analysis to Analytics.
Innovation Activation
- Undertake activation activities within the business in line with IT strategy as required by IT Manager.
- Undertake the relevant project execution activities to support business growth, improvements and transition programs working with Service Lines in the delivery of these projects.
Infrastructure And Maintenance Support
- Undertake the necessary activities to ensure preventative maintenance for core business application and related infrastructure. This includes annual disaster recovery testing, Operating system and application patching, vulnerability assessments and remediation. The analyst is expected to analyze the symptoms, define and test solutions, and implement them in test/live environment. In case of any upgrades in existing systems, the analyst should be able to plan and coordinate the tasks needed for a successful upgrade
- Undertake the necessary project management and application development activities for local Innovation projects within scope responsibilities or advice on where an applicable and working off the shelf application could be sourced.
- Work with vendors in delivery of infrastructure and application management of Plantation specific applications including Hospital and Field applications
- Responsible for on ground supervision for network infrastructure and any transition and service improvement activities.
- Assist with communication and resolution of Incidents Plantation specific applications to bridge understanding the technical teams and the end user and oversee quality in the incident resolutions process.
- Undertake necessary activities to ensure achievement of service improvement plans within area of responsibility
- Service review and third-party contract management with the suppliers to ensure the set SLAs are met and that the system versions are current and supported
IT Service Management
- Support the IT Manager to ensure effective delivery of day-to-day IT operations, ensuring that IT services delivered are as per business requirements. Performance review on open tickets, resolved tickets, and reporting to the business leadership. Getting feedback on pain areas and planning for improvement.
- Input to review of IT services in Plantations and help develop action plans for these and track achievement of action plans within area of responsibility, be in control and ensure successful landing.
- Track device management across the plantations in line with Central IT End User Computing deployment strategy
- Partner with the services team in implementing key actions to address service improvement areas, input to and helps define demand for Services and communicate these to Service Lines. Assist with communication and coordination of status of Urgent Incidents in and understanding impact to support resolution of these incidents.
- In the case of relevant incidents with core processes works together with the business and functions to activate Business Continuity Plan (BCP) to minimize disruption. With the business teams, lead periodic reviews of BCP documentation to ensure it is kept current.
- Identify and participate in problem management activities required to support Service Line/Operations teams in resolving problems, acting as a guide to Service Excellence and service desk in problem analysis and recommending a solution.
- Work with business teams to ensure that the benefits of the existing services and new/updated services in Plantations are achieved through partnering with the services team, carrying out analysis, defining service level agreements and properly engaging the service provides
IT Costs, Procurement & Controls
- Manage processing of actual IT costs as required by the business, tracks and ensures payment to vendors through ensuring the annual contracts are renewed appropriately and payments are made on time correctly.
- Assist with input of cost drivers to budget process including assisting in IT software requirement planning and budgeting.
- Supports software asset management activities as appropriate in Rwanda
QUALIFICATIONS & EXPERIENCE REQUIRED
- Bachelor’s degree in information technology, Computer Science, Software Engineering or a related field, or equivalent practical experience.
- Desirable experience: ITIL V3 Foundation or higher certificate, networking certificate e.g. CCNA, CCNP, server management and other relevant certifications. Microsoft Certified Professional – MCP or Certification from Microsoft and Working knowledge of Service Now
- 3+ years in providing end-user IT support and understanding of networking protocols, services, and security in a fast-paced, changing environment.
- Experience working in IT Service Management, managing and prioritizing an incident queue and ensuring a reduction in recurring issues.
- Solid understanding of IT systems, networks, and ERP systems.
- Proficient troubleshooting skills and the ability to analyse and resolve technical issues effectively. Strong customer service mindset with excellent communication and interpersonal skills.
- Working technical knowledge of current protocols, operating systems, and standards
- Familiarity with IT security principles and best practices.
COMPETENCIES SPECIFIC FOR THIS ROLE
- Excellent oral communication, interpersonal, and written communication skills
- Good Stakeholder Management
- Confidence and professionalism
- Strong attention to detail and problem-solving skills.
- Ability to thrive in a fast-paced and dynamic environment.
- Willingness to share knowledge and learn with team members, superiors, and users.
- Ability to listen to users in a courteous and friendly manner, acknowledge the reality of their problems, translate their descriptions into technical terms, fix the problems, and explain the solutions in terms the users can understand.
- Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
YOU ARE ALSO:
- Customer-centric – You put the customer first in everything you do. You are obsessed with fostering a positive customer experience.
- Prompt and decisive – You have a sense of urgency. You act promptly and with intention to make things happen efficiently and effectively. You do what needs to be done immediately, without being asked and in the most thorough way possible to achieve results.
- A team player – You proactively contribute to the team with the aim of adding value. You make positive contributions to team discussions that help the team move forward in achieving their goal
- Result oriented – You deliver results boldly. You recognize what results are important and you take the necessary steps to achieve them.
- Positive and fun – You learn from everything you do. You also give and take constructive feedback
Interested candidates should send their cover letter and well detailed CV no later than 24th July 2024 via the email at rwanda.hiring@lipton.com.
