Job Title: Channels Developer – CRM & IPCC
Reports to: Manager Channels Solutions – Customer Systems Planning
Role Purpose:
- Development and 3rd line support of clients Customer Relationship Management (CRM) ranging from user analysis, design and development to implementation and maintenance.
- Work with other departments within the company to identify requirements and develop solutions (database design, workflows, user/data interfaces).
- Configure and/or customize CRM and call center applications to meet business requirements using various database and software tools
- Assist in presentations of system functionality to new users and departments
- Enhance and create user and system documentation as needed.
Key Responsibilities
Systems analysis
- Conduct business user requirements analysis and specification.
- Specify computer system requirements for the solution of complex business problems and formulates designs for their solutions.
- Perform the necessary technical design and development functionality to ensure that business application systems can be effectively developed and implemented
% of Time: 35
Performance Measurement Criteria to Meet Objectives
- 90% of all developed applications and reports should meet 95% of the user requirements specified in the user requirement document.
- Nil critical errors.
- 90% of system development project are completed within the set timeliness.
- 80+% of assigned and systems related docs are up-to-date and accurate
Software Design and Programming
- Design and development of front-end tier(s), middle tier(s), and /or back-end database tier(s) for business applications.
- Capturing of business applications information needs and mapping of the same to the software and /or database components.
- Performs data modeling to analyze and specify data structures within an application system
% of Time: 35
Performance Measurement Criteria to Meet Objectives
- 90% of all developed applications and reports should meet 95% of the user requirements specified in the user requirement document.
- Nil critical errors.
- 90% of system development project are completed within the set timeliness.
- 80+% of assigned and systems related docs are up-to-date and accurate
Testing, Troubleshooting and 3rd line Support
- Create test plans, test data sets and perform automated testing to ensure all components of the developed systems meet specifications
- Work directly with the IT support personnel and teams to resolve issues identified and escalated during daily operations.
- Perform root cause analysis for recurring incidents.
- Formalize test plans and implements troubleshooting procedures.
% of Time: 20
Performance Measurement Criteria to Meet Objectives
- 90% of all escalated support issues are resolved and closed within SLAs defined by IT helpdesk.
- Isolate and document 100% of reoccurring incidents for root cause analysis.
- 95% of all incidents identified for root cause analysis are well documented and resolved permanently (98% non-reoccurrence).
Research and Development
- Research and provide input on design approach, performance and base functionality improvements for various procedures and applications.
- Generation of ideas to improve efficiency in software and application services offered to the business, and/or generate revenue for business
- Participation and membership in various technical fora for the purpose of increasing the collective knowledge base of the team.
% of Time: 10
Performance Measurement Criteria to Meet Objectives
- Active membership of at least 1 technical user-group/forum
- Presentation of at least one (1) proposal the leads to system/operational improvement of supported systems, or (if implemented) leads to a revenue generating product for the business every quarter (3 months)
Qualification
- Degree in Computer Science or technical related field
- Certification in Database systems and RDBMS systems.
- Certified Solution Developer.
Experience and Skills
- 1 years Oracle Siebel development or support experience
- 2 years development experience with Microsoft development tools e.g. Java, VB, Fox Pro, Visual FoxPro
- 2 years development experience with low level programming C++, C.
- 2 years’ experience with RDMS preferably mySql, Mongo DB, Cansandra & Oracle
- Experience in Business Systems modeling and data retrieval
- Unix/Linux user skills.
- Experience in processes and procedures management.
- Communication and interpersonal skills
- Attention to detail
- Analytical Skills
- All CRM e.g, Siebel CRM & IPCC
Email your CV to info@techsavanna.technology