Job Summary

Interact with users by any digital channel, phone, or in person to resolve any problems related to software or hardware issues to help them get back up running smoothly again. Work with users to improve operating procedures, reducing costs and inefficiencies, and achieve better performances. Identify goals, develop best practices, and analyse current processes so that they may be improved to the greatest extent possible. Efficiently track tickets, identify recurring issues & find solutions to resolve problems.

Key Accountabilities

Logging all relevant incident/service request details, allocating categorization and prioritization codes. Resolving incidents/service requests when first contacted whenever possible. Escalating incidents/service requests that they cannot resolve within agreed timescales. Closing all resolved incidents, requests, and other calls. Conducting customer/user satisfaction call-backs/surveys as agreed. Track time spent on solving issues. Collaborate with stakeholders to effectively document processes. Ensure that the appropriate infrastructure elements, such as documents, policies, manuals, periodicals, etc., are up to date and readily available. Record requirement traceability and the status of the implementation. Contribute to the development of test plans and test scripts as well as performing test execution as required. Knowledge transfer to others within DSD and to other stakeholders when required. Support and guide users when required. To execute day-to-day operations related to the assigned digital channels, including the system sustainability, channel performance & channel quality. To work closely with the marketing team to plan and execute the campaigns related to the assigned digital channels. To assist in the overall delivery of the assigned Digital channel portfolio, as defined by the digital roadmap within the required standards. To assist in ensuring the alignment & synergy between the delivery planning of Projects & the achievement of the defined KPIs. To work closely with the scrum master and Agile team, and to follow the Agile standards & methodology as directed. Assist users with procedural or minor technical problems. Adhere to the architectural design and principles of the enterprise

Knowledge, Skills and Aptitude

Educational Qualifications and Certifications: University degree in CS/IT/IS/IMS or equivalent.

Knowledge: DevSecOps. Cybersecurity. Section IV Competency Requirements should be at L1 preferred L2. Knowledge in one of the following: ERP, HCM, CRM, MS 365, EAM, CMS, SCM, KMS, BI, etc.. IT infrastructure. Enterprise software. Architecture, and design best practices

Technical Skills: Troubleshooting. Knowledge in SQL server database

Language Skills: Fluency in both English and Arabic. Good communication skills, both written and verbal

Experience: Preferred 2 years’ experience working with one of the following: help desk software, ERP, HCM, CRM, MS 365, EAM, CMS, SCM, KMS, BI, etc. Preferred 1 year experience in one of the career paths (business analyst, software engineer, system engineer).Fresh graduates considered if previous solution experience exists, and transcript shows higher level of career path skills. i.e. Software engineering career path requires programming solution completed or programming languages credited classes

Key Interactions

• Key Internal Contacts: DSD Team.
• Purpose of Interaction: Discuss issues on procedure, and configuration changes. Taking directions, and recommendations.
• Key External Contacts: NA
• Purpose of Interaction: NA
• Direct Reports: NA