The role involves providing administrative, process, and system support across various processes and systems.
Duties & Responsibilities:
- Provide support and manage LEVEL 2 incident management.
- Manage and review escalated incidents from SMC.
- Address incidents and requests from end-users.
- Monitor maintenance, enhancements, and upgrades to support new and existing functionalities.
- Ensure timely granting of appropriate role access.
- Handle user setup and related administrative tasks (e.g., Oracle approach).
- Manage Central User Administration.
- Maintain role system responsibilities, hierarchies, and profiles.
- Conduct a quarterly audit of end-user access, ensuring verification and completeness.
- Collaborate with SMC to close incident logs and provide feedback to stores.
- Manage SMC business support requirements and escalations.
- Provide direct support to stores.
- Support Business Process Analyst and Business Process & Systems Manager.
- Assist with acceptance testing if required.
- Provide administrative support to the test team (e.g., documented test case updates).
Desired Experience & Qualification:
- Knowledge of automated and workflow systems.
- Analytical skills.
- Good communication skills.
- Problem-solving ability.
- Process thinking ability.
- Computer literacy, including general Microsoft Office skills.
- Experience with incident tracking systems.
- Customer-centric approach.
- Understanding of store operations.
Job Requirements:
- Relevant qualification or work experience.
- Stores experience is advantageous.
- Ability to connect after work hours (electricity, connectivity).
- Remote connectivity skills.
- Digital proficiency.
