High Level Job Description
The Application Specialist - Retail Systems is responsible for providing best practices, maintenance, and support of the POS, Inventory, ERP Dispensing and 3rd party incorporated systems (SAP ECC, SAP CRM, SAP CAR, EFT Switching and Clinic Systems) to minimize service disruptions and facilitate business and client operations. The systems provide an integral role in ensuring the sustainability and overall integrity of stand-alone and integrated production systems through the application of systems architecture and design principles, testing, problem solving, root cause diagnosis and remediation.
Performance areas and Core activities & Accountabilities
Systems Integrity and Integration
- Ensure that integration points in production systems are considered and that changes in a specific area do not negatively impact related or peripheral applications and systems.
- Maintain, manage, and update technical system documentation where relevant
Systems Performance
- Ensure that systems are performing as expected and that degradation issues are escalated, investigated, and resolved.
- Propose modifications and enhancements to existing applications to improve their functionality and to address any issues that arise
- Identify core processes and measures required to optimize performance and quality and engage with the relevant teams to optimize these
Systems Support
- Provide support to customer users and investigate discrepancies and application errors
- Resolve assigned calls within the assigned SLA
- Escalate any repeat incidents or issues for remediation by the relevant Service Provider or Business Owner
- Facilitate issues resolutions between multiple Service Providers
- Timeously update calls on the call logging system to ensure that progress is relevant and accurate
- Document all new POS Systems Configuration, Development and Process Changes. Do a base overview handover of the changes together with documentation to support teams
Systems Design and Architecture
- Create and document functional specifications for all high complexity enhancements and projects identified as part of the current governance process
- Provide insight into the applicability and relevance of new business requirements and the prioritization of deliverables
- Engage with the Application Manager, System Manager, Business Analysts and Service Providers to refine business requirements and ensure that an optimal functional and technical design is achieved
- Influence the design of new systems and/or enhancements as part of the assigned IT team
- Provide solution design services as part of a new system implementation or new integration requirements in the capacity of a subject matter expert.
Research and Thought Leadership
- Remain current with changes in the applications landscape
- Research and share innovations in the applications landscape with IT team and business stakeholders
- Use understanding of the applications innovation to optimize your current environment and create sustainable, long-term solutions
Job Specifications
Minimum Academic, Professional Qualifications & Experience required for this position
- ITIL Certification
- 8 years Retail IT experience
- 3 years related SAP Integration experience
- Experience in large Retail IT implementation projects.
- A strong understanding of Retail business process analysis in SAP CAR, SAP ECC, PO, POS, Reporting, Banking and Delivery/Collection Processes.
- Beneficial: GK OmniPOS experience
Competencies & Skills
(In line with the Universal Competency Model (UCM) Architecture)
Core Competencies:
- Conceptual Thinker
- Ability to deal with complex intellectual concepts
- Proficiency in problem-solving techniques
- Analytical ability
- Systems and process thinking
- Ability to take ideas from concept to reality
- Strong communication skills
- Good management of time and deliverables
- Understanding of the SDLC
- Process, structure and detail orientated
- Strong communication skills including upward communication
- Technical proficiency and conceptual understanding of systems and integration
General Competencies:
- Self-motivated and disciplined
- Ability to work as an individual or as part of a team
- Understanding of the SDLC, including waterfall and agile project methodologies
- An understanding of business process analysis
- Adapt & Learn
- Demonstrate positive can-do attitude