Job description:
Service Support
1. Incident Management
Prepare and deliver complete incident evidence and impact analysis for Tier 3 escalation.
Perform structured root- cause analysis (RCA), validate findings, and implement corrective actions.
Support Country IT and user communication to ensure proper incident awareness and guidance.
Troubleshoot and resolve incidents requiring Specialist- level knowledge such as workflow failures, automation errors, permission misalignments, pipeline discrepancies, and data- sync issues.
2. Request Fulfillment
Execute approved configuration updates (fields, objects, workflows, templates, dashboards).
Manage user roles and permissions following RBAC standards and approval workflows.
Provide advisory and training to end- users on new features, processes, and best practices.
Perform data corrections (duplicate merging, standardization, invalid records cleanup).
3. Problems Management
Provide input and evidence for deeper root- cause investigations led by Tier 3/Lead.
Maintain the problem register and ensure proper closure of assigned problem records.
Track recurring issues and perform initial analysis to identify patterns.
Execute corrective actions and improvements as defined by the Technical Product Lead.
Service Delivery
1. Configuration & Asset Management
Maintain accurate system configuration aligned with organizational standards.
Update and document configuration items (CI): workflows, automation logic, user roles, integration endpoints.
Ensure all configuration changes follow naming conventions, field governance, and approved templates
Perform regular workflow/automation health checks, quota monitoring, and data validation scans.
2. Change Management
Prepare change documentation: impact assessment, UAT evidence, and rollback considerations.
Conduct UAT and regression testing, ensuring test results meet audit expectations.
Execute configuration changes approved by the Technical Product Lead or CAB.
Contribute to release notes and support post- release verification.
IT Security Management
Support implementation of platform- level security controls and compliance tasks.
Support regular access reviews and identify access anomalies or policy violations.
Enforce RBAC policies by ensuring correct access provisioning, role alignment, and segregation- of- duties (SoD) adherence.
Ensure that all access- related actions and configuration updates are fully logged and traceable for audits.
Knowledge Management:
Create troubleshooting documentation and contribute to the Known Issues repository.
Propose enhancements to workflows, automation logic, or processes based on operational experience.
Share insights and operational learnings to drive platform improvement and training materials.
Maintain and update operational SOPs, configuration documents, and user- facing guides.
