• Maintain contacts with customers and user departments to collect feedback and requirements for improvements of existing services and communicate progress.

• Evaluate user requirements in coordination with vendors for systems analysts and programmers and conduct impact analysis.

• Maintain an overall requirements profile, for future actions and plan the systems version accordingly in coordination with vendors and programmers.

• Coordinate with technical and business staff from other government organizations for business analysis and systems support, as required.

• Coordinate with the vendor development team and systems analysts for the implementation of the requirements.

• Fully understand functionality of systems and be able to judge the impact of business requirements on the system design and architecture.

• Conduct Work Flow Modelling and workshops using various BPM engines and mechanisms

• Conduct Process Modelling techniques using various process modelling methodologies.

• Usage of Visio or any other process modelling tool.

• Provide business solutions by investigating without drastic impact on existing functionality of applications.

• Evaluate client Responses and Vendor proposed solutions.

• Manage projects pertaining to applications development, enhancement and maintenance.

• Use MS Project or any other planning tool for activity planning.

• Manage Application Support Team and ensure all obstacles hindering the team from performing highly are eliminated.

• Evaluate bugs severity, user requirements of immediate actions and future systems improvements.

• Maintain up-to-date information about all applications, including their platform, technology, servers details, support contract vendor and details, and ensure their information is maintained in the System Architect tool.

• Create, modify and maintain Application Support Process based changing business requirements.

• Support more than 10 applications of medium complexity and more than 4 applications of high complexity whose users are external customers and internal staff (as per the definition of complexity defined in the end of this Job description).

• Handle internal users and customers with professional skills to achieve high level of satisfaction for IT services.

• Ensure that the software systems are running smoothly, without any interruption and issues are reported to the development team for resolution.

• Classify and categorize requests for bugs fixing and prioritize action.

• Coordinate with technical and business staff from other government organizations for business analysis and systems support, as required.

• Create and manage Applications Support and Maintenance contracts.

• Supervise the Applications Support and Maintenance contracts RFPs from creation up to RFP floating, proposals evaluations and contracts award.

• Assist other project managers in Corporate IT and Agency IT in ensuring that their projects cover applications maintenance and support post project closure and applications implementation.

• Maintain and update Application Maintenance and Support standard template based on new requirements and emerging situations.

• Manage vendors and monitor and report on application SLAs.

• Assess and approve standard and non-standard software requests made by client staff based on business requirements.

• Perform other responsibilities associated with this position as appropriate.

• Bachelors degree in information technology or any similar degree from a globally leading University

• Second resource with minimum 5 years\' experience, with 3 years as software support.

• Ability to Analyze Complex Technical Information

• Able to work independently

• Manage time efficiently

• Prioritization

• Quickly learn new technologies

• Team player

• Virtual working capabilities

• Willingness to explore new technologies

• Yearning to learn more about computers, communications systems, and technology

• Presentation and communication skills

Trans Skills