Specialist System Support Enterprise Resource

3 weeks ago

Midrand, South Africa Vodafone Full time

**.**:
**When it comes to creating a place where everyone is welcome, we're number 1.**

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2024.

**Role Purpose/Business Unit**:
Are you ready to join Vodacom’s exciting world of Digital IT and become part of a high performing, dynamic technology team? With our customers at the heart of our purpose, you will be part of the evolution of our IT technology landscape, harnessing the latest technical innovations available.
- Manage operational support of existing Oracle Fusion-based JMS as well as REST-based API interfaces between local systems and the Vodafone SAP ERP platform
- EVO Local and Africa Market Help Desk. Ensuring all EVO logged issues gets analysed, addressed, and trained to ensure resources and system functionality are aligned with Vodafone and Vodacom policies
- Deliver the AskEVO Customer Care functions according to the KPI targets set
- Follow local procedures to support the local market users for EVO related issues
- Participate in transforming the Support (Call-in) function into a Customer Care (Call-out) service ie make proactive suggestions to improve efficiencies within ERP business processes.
- Participate in transforming the Support (Call-in) function into a Customer Care (Call-out) service ie make proactive suggestions to improve efficiencies within ERP business processes.

**Your responsibilities will include**:

- Manage the support of EVO interfaces - both JMS and API based, including issue resolution, mitigation, root-cause analysis and solution deployment
- Manage all testing requirements for EVO Change Request resolution and reporting to multiple stakeholders
- Collaborate with multiple support and deployment teams in different global locations - for both project and support activities
- Support collaboration between teams to deliver appropriate actions to keep the systems and services operational (systems availability)
- Support continuous improvement processes within the ERP systems team
- Support the transition to SAFe Agile-based operational and project management methodologies
- Pro-active approach to incidents and incident management
- Support the transition to ITIL disciplines: incident management, problem management, change management and release management and vendor performance management, continual services improvement regularly
- Maintain relationships with customers (internal and external)
- Complaints/ issues are addressed according to SLA
- Matric / Grade 12 essential.
- 3-year degree or diploma in IT, Engineering, Computer Science or relevant field
- 3 - 5 years relevant experience, with a minimum of 2 years project management exposure
- Professional experience and knowledge of the telecommunications industry preferred skills
- Knowledge of integration methodologies and technologies - especially REST-based API and Oracle-Fusion JMS-type integration
- Integration support and incident management knowledge
- Experience with troubleshooting integration issues, performing root-cause analysis and defining resolutions for development and implementation
- Integration testing and issue mitigation knowledge
- Project administration skills including the creation and management of all project artefacts
- System Development Life Cycle Management knowledge
- Competent communicator - verbal and written - able to engage and communicate with, and report to, stakeholders at multiple levels in the organisation
- Ability to effectively work with cross-cultural, cross-functional teams from different nationalities and global locations
- System incident and problem management knowledge

**We make an impact by offering**:

- Enticing incentive programs, competitive benefit packages, and an exclusive 13th cheque
- Retirement funds, risk benefits, and medical aid benefits.
- Cell phone and data benefits, advantages fiber connection discounts, and exclusive staff discounts offered in collaboration with partner companies.

The base location for this role is **Vodacom Campus ,Midrand.**

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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