Applications Specialist – Customer Experience Systems at KCB Bank Kenya

Job Description

Reporting to Manager, Customer Excellence Systems – Customer Experience Systems Specialist will ensure expertise and skills needed to effectively maintain and support Customer Experience solutions through proven communication, analytical and problem-solving skills to help identify, communicate and resolve issues in order to maximize the benefit of IT systems investments. The jobholder role is to also provide backend system administration level to support end users regarding technical and maintenance for Customer Experience systems. This will include diagnosing and proactively ensuring client applications availability.

Job Description

• Backend administration of CX Systems – Dynamics CRM (Customer Service and Sales), Integrated Customer Experience system and Voice of the Customer insight systems
• Dynamics CRM – Deployment, License Management, Service Uptime, Reports Management and Workflow maintenance
• Engaging, coordinating and working with applications’ vendors for escalations, upgrades, health checks and maintenance reviews for Customer Experience systems
• Designing, planning and budgeting for system enhancements and/or related requirements
• Perform work in compliance with specified security and assurance requirements
• Manage and ensure continuous performance tuning, upgrades and resource utilization as required
• Governance – Create and maintain documentation as it relates to system configuration, Licensing, mapping, and processes in compliance with policies and procedures
• Planning, organizing and performing DR test exercises as required
• Planning, Scheduling and organizing of monthly Service review meetings with system vendors

Education 

• Bachelor’s Degree Information Technology, Computer Science, or a related discipline

Professional Qualifications

• MOUS/ MCP/ MCSE /MCITP/MCTS/Dynamics 365 certification

Total Minimum No of Years Experience Required

• 3 Years