Channels Developer (CRM & IPCC) Jobs in Kenya

Channels Developer (CRM & IPCC) Jobs in Kenya


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.
    8
  • 0+% 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

    How to apply

  • Email your CV to [email protected] By 20th December, 2018

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