Solution Specialist Customer Services IT

• Reporting to the Senior Manager - Customer Service IT, The Solution Specialist is responsible for developing new system functionality for critical and end-to-end business processes, but they are also responsible for maintaining, updating, and troubleshooting existing system functionality.
• The focus for Solution Specialists is one or a range of enterprise, global & local systems including SAP S/4 HANA ERP system (SD and MM Modules).
• This position forms part of the IT Division within the Corporate and Administration Group and is based in Johannesburg.

KEY PERFORMANCE AREAS:

Act as advisor to the business on matters relating to information technology innovation by:

• Continuously staying up to date and researching IT developments and innovation best practices, applications, and trends.
• Promoting and sharing information on opportunities to improve creativity and innovation competencies in the organisation.

Clearly understanding business requirements for Toyota SA Motors (TSAM) systems solutions through thorough business analysis by:

• Engaging with relevant business stakeholders through interviews and workshops to identify and unpack the current business requirements.
• Analysing current business processes, workflows, and system functionality.
• Considering the impacts and consequences of process and system changes.
• Reviewing and requesting business updates to the requirements compiled by business colleagues in a Business Requirements Specification.

Designing effective system solutions for work processes and tasks by:

• Working with other relevant business colleagues to understand priorities and to analyse business and user requirements.
• Sharing best practice information to enable the identification of deficiencies in the Toyota business process.
• Contributing to the synthesising and detailed documentation of user’s current workflow, job roles, business processes, as well as, business analysis finding, insights and requirements.
• Identifying and prioritising technical and functional requirements.
• Designing new processes, workflows and system integrations.
• Capturing the detail of system designs in Functional & Technical Specification documentation.

Project manage system solution developments and changes to completion by:

• Planning milestones for deliverables and deployment and creating a plan that visualises the timeline.
• Tracking progress against milestone dates and reporting on progress.
• Managing deviations and escalating roadblocks.

Configuring system data structures, processes, and functionality according to specification by:

• Creating data structures if required.
• Applying technical specifications through configuration of the system.
• Liaising with the Software Development team to brief in code.
• Ensuring all integrations with other systems are specified, coded, and established.

Deploying new systems solutions and system changes to users by:

• Creating a test plan for the deployment of new or updated functionality and setting up a testing team.
• Running the system testing, reviewing results, and making changes as required.
• Communicating deployment dates with all affected stakeholders in IT and business.
• Ensuring competent end-users by preparing training material and performing training with end-users.

Maintaining existing system solutions and operations by:

• Managing current system functionality, making changes and updates when required and communicating changes to the system.
• Trouble-shooting functionality and transaction problems that occur on the system and finding resolutions.
• Monitoring system usage and making proactive suggestions to the stakeholder to improve usage and processes.
• Assisting users with queries or helpdesk calls raised to ensure business process continuity.

Engaging with relevant stakeholders by:

• Keeping in contact with the users of the technical solutions to ensure work priorities and solution features align with user requirements.
• Sourcing and managing vendor contributions to solutions.

Acting as a responsible corporate citizen and a member of the team by:

• Supporting team members and collaborating by clearly communicating expectations, progress, constraints, and resolutions.
• Contributing to the shared knowledge of the team by sharing insights, understanding and experiences.

QUALIFICATIONS AND EXPERIENCE:

• NQF Level 6 (360 credits - 8 level framework) qualification in a business discipline or in
• Information Systems OR 8 - 10 years’ work experience with at least 6 years of SAP SD & MM modules relevant experience including configuration.
• SAP SD module certification will be a strong advantage.
• Experience in ABAP, Debugging and custom SAP programs, advantageous for this position

COMPETENCIES:

• Accurate information gathering and analysis
• Awareness and commitment to our mission
• Awareness of situations and decisiveness
• Establishing frameworks and systems for organisational learning
• Feedback of evaluation results and long-term development of others
• Perseverance
• Strategic reallocation of resources and review of work methods
• Suitable assignment and objective performance review