Application Support Systems

Position Purpose

The Application Support / System SME Lead - SSA will provide business-facing functional support, system expertise, user enablement and adoption support for priority applications across Sub-Saharan Africa. The role will act as the first-line functional bridge between business users, the Digital & Transformation Hub, IT, vendors and system owners to improve system adoption, data quality, process compliance and operational reporting.

The Application Support / System SME Lead - SSA will provide business-facing functional support, system expertise, user enablement and adoption support for priority applications across Sub-Saharan Africa. The role will act as the first-line functional bridge between business users, the Digital & Transformation Hub, IT, vendors and system owners to improve system adoption, data quality, process compliance and operational reporting.

• Provide first-line functional triage, guidance and issue resolution for priority business systems used across SSA.
• Maintain a knowledge base of common queries, SOPs, training guides and user support material.
• Escalate technical issues to IT, vendors or relevant system owners with clear problem statements and evidence.
• Track recurring issues and recommend configuration, training or process improvements.

• Support adoption of core systems such as CAFM, ERP, procurement, QHSE and reporting platforms.
• Deliver user training, super-user enablement, release communication and adoption support.
• Assist business units with correct system usage, role-based access, data capture discipline and workflow compliance.
• Promote the principle that work should be completed in approved systems, not offline workarounds.

• Monitor data quality, completeness, process compliance and system usage across SSA business units.
• Identify gaps in adoption, configuration, master data and reporting accuracy.
• Support dashboard and reporting requirements by improving source-system data discipline.
• Work with process owners to ensure systems reflect agreed SOPs and governance standards.

• Collect user feedback and improvement requirements for the Digital & Transformation Hub backlog.
• Support testing, user acceptance, change requests and release readiness for system changes.
• Coordinate with country teams and functional leaders to resolve system adoption barriers.
• Contribute to benefits tracking for support, adoption and systemization initiatives.

• Bachelor's degree or diploma in Information Systems, Business Systems, Operations, Facilities Management, Finance, Technology or related field.
• Minimum 4-5 years of experience in application support, functional systems support, business systems administration, super-user leadership or system implementation support.
• Experience supporting enterprise applications such as CAFM, ERP, procurement, finance, QHSE, service desk or reporting platforms.
• Strong understanding of user support, issue triage, training, access management and process compliance.
• Experience working with business users across multiple teams or countries.

• ITIL Foundation, systems administration, CAFM, ERP, Power BI or service management certification.
• Experience in facilities management, property management, operations or regional shared services.
• Experience supporting Sub-Saharan Africa operations and cross-border user communities.
• Basic SQL, reporting, data quality or workflow configuration exposure.

• Application Support
• System SME Capability
• User training and adoption
• Issue triage and escalation
• Process compliance
• Data quality discipline
• Stakeholder management
• Documentation and knowledge management
• Service mindset and regional coordination

Internal: CDTO, SSA Managing Director, Country Leads, Operations, IT Team, Finance, QHSE, Application Support MENA and Business Vendors

External:
System Vendors, Implementation partners and Selected client users where relevant