Job description:
- Service Support
1.1. Incident Management
- Troubleshoot and resolve incidents requiring Specialist-level knowledge such as workflow failures, automation errors, permission misalignments, pipeline discrepancies, and data-sync issues.
- Perform structured root-cause analysis (RCA), validate findings, and implement corrective actions.
- Prepare and deliver complete incident evidence and impact analysis for Tier 3 escalation.
- Support Country IT and user communication to ensure proper incident awareness and guidance.
1.2. Request Fulfillment
- Execute approved configuration updates (fields, objects, workflows, templates, dashboards).
- Manage user roles and permissions following RBAC standards and approval workflows.
- Perform data corrections (duplicate merging, standardization, invalid records cleanup).
- Provide advisory and training to end-users on new features, processes, and best practices.
1.3. Problems Management
- Track recurring issues and perform initial analysis to identify patterns.
- Provide input and evidence for deeper root-cause investigations led by Tier 3/Lead.
- Execute corrective actions and improvements as defined by the Technical Product Lead.
- Maintain the problem register and ensure proper closure of assigned problem records.
- Service Delivery
2.1. Configuration & Asset Management
- Maintain accurate system configuration aligned with organizational standards.
- Update and document configuration items (CI): workflows, automation logic, user roles, integration endpoints.
- Perform regular workflow/automation health checks, quota monitoring, and data validation scans.
- Ensure all configuration changes follow naming conventions, field governance, and approved templates
2.2. Change Management
- Prepare change documentation: impact assessment, UAT evidence, and rollback considerations.
- Execute configuration changes approved by the Technical Product Lead or CAB.
- Conduct UAT and regression testing, ensuring test results meet audit expectations.
- Contribute to release notes and support post-release verification.
- IT Security Management
- Enforce RBAC policies by ensuring correct access provisioning, role alignment, and segregation-of-duties (SoD) adherence.
- Support regular access reviews and identify access anomalies or policy violations.
- Ensure that all access-related actions and configuration updates are fully logged and traceable for audits.
- Support implementation of platform-level security controls and compliance tasks.
- Knowledge Management:
- Maintain and update operational SOPs, configuration documents, and user-facing guides.
- Create troubleshooting documentation and contribute to the Known Issues repository.
- Share insights and operational learnings to drive platform improvement and training materials.
- Propose enhancements to workflows, automation logic, or processes based on operational experience.
