Application Support Analyst at Sabi

Sabi is Africa's leading provider of enabling infrastructure powering the distribution of goods and services. Our platform enables and empowers a wide ecosystem of users, allowing agents, merchants, exporters, aggregators, distributors, and manufacturers to expand their capabilities and grow their businesses using Sabi's technology rails. These rails provide access to physical goods supply, logistics, business tools, financial services and data insights. In a short span of two years, Sabi has grown to be the largest B2B marketplace on the African continent.

We are recruiting to fill the position below:

Job Title: Application Support Analyst

Location: Victoria Island, Lagos
Employment Type: Full Time

Job Purpose

• As the App Support Analyst, you will provide efficient and effective application support services to ensure the smooth functioning of the organization's technology infrastructure and user satisfaction.
• This involves troubleshooting and resolving technical issues, providing timely responses to user inquiries, collaborating with cross-functional teams, implementing upgrades and enhancements, and ensuring system availability and stability.
• The goal is to minimize downtime and maximize productivity, while maintaining the highest levels of customer service and user experience. 

Job Responsibilities

• Ensure the uptime and continuous maintenance of all priority technology applications. 
• Managing the company's ticketing system in ensuring all tickets raised are attended to as fast as possible in compliance with our defined SLA. 
• Provision of support to all stakeholders and end-users at Sabi business locations 
• Troubleshooting issues escalated on the service desk. 
• Developing and enforcing request handling and escalation policies and procedures. 
• Participate and support in all deployments, ensuring they are successfully carried out and tested. 
• Participating and supporting all UAT in line with business requirements. 
• Creation of roles and access to stakeholders on applications managed by the team. 
• Identifying, recommending, developing, and implementing end-user training programs to increase computer literacy and self-sufficiency. 
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues. 
• Track and analyze trends in Help Desk requests and generate statistical reports. 
• Monitor incident trends and anticipate potential problems for proactive resolution. 
• Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts. 
• Ensure Service Level Agreements (SLAs) are established, and resolution are within timeframes.

Requirements
Special Skills and Qualifications:

• Bachelor’s, HND, OND or equivalent in Computer Science, Computer Engineering, Software Engineering or a related field.
• 3 - 4 years experience as an Application Support personnel in a related field.  
• Strong analytical, logical thinking, and problem-solving skills.
• Proven experience and strengths in problem resolution, customer service/management, and support.
• Excellent verbal and written communication skills.
• Thorough understanding of business and technology process.
• Certifications and training in relevant areas (COBIT, ITIL, PMP, TOGAF, Agile Scrum, Jenkins, GitHub, Netlify etc.).
• High-level understanding of the technology landscape (cloud on-prem and tools like Office-suite, Azure solutions).
• Familiarity with programming languages, such as C++, Javascript, Python, and Ruby, etc. 

Candidate Specification:

• Motivated by the mission of Sabi
• Pragmatic with quantitative and analytical ability and attention to detail
• Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities
• High level of integrity and dependability with a strong sense of urgency.
• A focus on execution.
• Willing and able to get hands dirty.
• Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method and outcomes yourself .

Benefits

• Rapid Career Growth
• Annual Training Budget
• Robust Health Coverage, including
  • Optical Cover, and
  • Dental Cover
• Wellness Programs, including
  • Free Gym Cover
  • Free Spa Cover
• Competitive Pension Plan
• Opportunity to work in other global office.
• Life Cover
• Performance Bonus
• Paid Vacation Days
• Fully-funded Team Bonding Activities

Application Closing Date
Not Specified.