Engineer, IT Application (CRM) at MTN Ghana

IT Support & Systems Administrator

• Responsibility to install, configure & maintain MTNGC Digital systems from 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 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 live environment
  • In case the issues cannot be internally fixed
• Liaise with 2nd & 3rd lines of support to resolve incidents
• In case of Haraka, 2nd line is Enxoo & 3rd line is Salesforce
• Escalate to resolve the issues
• Obtain 2nd & 3rd lines support track progress 
• Produce monthly report on IT Systems support issues, correspondent status, aging & 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 their performance while changing/creating new products & price books
• Data management: perform regular backups & upload data (mainly processed outside system, for instance through emails) 
• Ensure the system is certified by Group Security team

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
• Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
• Salesforce Certified Administrator is a plus
• Experience on 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 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.