Application Support Analyst

JOB TITLE: Application Support Analyst

TEAM/PROGRAMME: Information Technology

LOCATION : Dakar, Senegal

GRADE : Grade 8A

POST TYPE : National

CHILD SAFEGUARDING: Level 3 – the responsibilities of the post may require the post holder to have regular contact with or access to children or young people

ROLE PURPOSE:

As the Applications Support Analyst you will be the main driver of IT business process improvements primarily in the Financial management systems (Agresso), Onenet and Award management system and any other global systems that are rolled out in future**.** You will be responsible in defining functional requirements from interactions and as well as data gathering from users. You will engage closely with the Global IT Applications Team Leads, in proposing solutions, driving implementation, changing and leading continuous improvement for within reporting areas. You are expected to work closely with other members of the Global team to help prioritise issues/responses to all tickets raised through Jira.

You will provide first and second line support Globally. In addition, you will help in capacity building their capacity to support themselves.

You must be articulate and comfortable with a role covering a variety of country offices, whilst working closely with high-intellect stakeholders. To thrive in this role, you must be highly driven and a self-starter. Training and support will take place in a number of complex countries that Save the Children operates in and you should be willing to travel to such locations.

SCOPE OF ROLE:

Reports to: Global IT Applications Team Lead but working closely with other Applications Team leads Globally to ensure tickets are triaged, escalated and resolved in a timely manner as per the OLA and SLA.

Dimensions: support IT Applications Globally

Staff directly reporting to this post: N/A

KEY AREAS OF ACCOUNTABILITY:

Globally contribute as a member of a 21st century Save the Children organization:

• Strategic development and delivery of SCI International Programmes objectives in line with Save the Children mandate, strategy and theory of change
• Meeting the servicing requirements of Members and their donors through first class customer service and collaborative working
• Improving outcomes for children by contributing to the delivery of: Save the Children’s strategy, global initiatives and growth targets
• Contribute to building a new organisation – fit for the future and harnessing the extraordinary engagement, diversity, talent and commitment of our people
• Creating an environment of continuous learning where staff are encouraged and supported to grow and develop and are willing to be held accountable for their commitments
• Role modelling and supporting the development of an organisational culture that reflects our values, our dual mandate and promotes accountability and high performance

Reporting, streamlining and analysis provision of the financial performance.

• Provide 1st and 2nd level for the financial management systems, payroll, timesheets, HRIS system, OneNet and award management system to ensure calls are responded and resolved in accordance with Service Level Agreements
• Lead on embedding 1st level Business Systems support expertise and knowledge globally).
• Provide feedback to the centre (London) on end user training materials to ensure that they continue to meet Regional & Country needs
• Support SCI staff to build capacity and expertise in finance systems related areas
• Contribute to defining/ identifying functional improvements required for Agresso
• Optimize use of Agresso in the all countries and member

Supporting the dual mandate

• Role model and support the development of an organisational culture that reflects our values, our dual mandate and promotes accountability and high performance

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree in IT or equivalent
• Minimum of 3 years’ experience working with ERP.
• Experience working with Microsoft products like SharePoint
• Strong networking and communication skills will be needed, as the role will require close liaison with Business key stake holders such as finance and members.
• Experienced trainer with track record of training delivery in a complex global organisation
• Experience of providing end user support, including call logging, call resolution, updating knowledge base/FAQs etc…
• Highly developed cultural awareness and ability to work well in an international environment with people from diverse backgrounds and cultures
• Strong results orientation, with the ability to challenge existing mindsets
• Exposure to the non-for-profit sector and/or developing countries is preferred
• Experience of solving complex issues through analysis, definition of a clear way forward and ensuring buy-in
• Fluency in writing and speaking in English.