Platform Delivery Support Specialist ( Internal/External) Full Time NEW

At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 10 million customers, with our network now reaching 55% of Ethiopia’s population – a testament to our bold vision and trusted partnerships.

Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly get earned the Top Employer Award – in recognition for our unwavering commitment to fostering a supportive, innovative, and inclusive environment to people.

Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.

Role purpose: The main responsibility of the role is to provide support for various Sales and Distribution system operations, whilst also supporting delivery of new requirements within the function

Key accountabilities and decision ownership: 

• Provide help desk assistance and technical support for all types of issues affecting Sales and Distribution platform end users.

• Provide training and workshops on newly delivered platforms and digital products for end-users.

• Document operational problems; communicates and follow-up with the respective technology teams, vendors, and users.

• Creating, managing and analyzing system-based data reports to support various teams within sales and distribution business function.

• Elicit and Prepare User requirement specifications that meet the required business need.

• Evaluate and monitor delivered platform performance within Safaricom market.

• Support digital product launches on site.

• Establish and enhance effective means of technical support and proactively provide solutions to recurring tech issues.

• Advocates for solutions, highlighting inputs that influenced the decisions including business requirements and user experience, demographic and usage data, and Market research findings.

• Perform and supports User acceptance testing and documentation activities.

Key performance indicator:

• Development Velocity

• Self-motivation

• Team coherence

Core competencies, knowledge and experience: 

• Basic IT support

• Sales and Distribution Platforms

• Channel Sales Support

• Communication

• Decision Making

• Attention to details

• Customer support

• Ability to work under pressure

Must have professional Qualifications: 

• Degree in computer science, IT or related field from a recognized university.

• Minimum 2 years of experience in technical/operational support environment. • Strong experience in helping end users with custom web and mobile application.

• SQL and related experience

• Experienced working with massive unstructured data sets.

• Experience creating functional requirement specifications and diagramming processes

• Strong Software development knowledge.

• Experience creating end-to end user documentation plans and managing the content lifecycle

• Ability to communicate effectively and work efficiently with a group of people supporting both functional and technical areas

Desired to have: 

• Development skills (Java, C) and knowledge of standard technologies (HTML, Javascript, XML, J2EE) is a plus

• Troubleshooting tools experience.

• Agile software development Methodologies

How to Apply. 

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to create/ update your candidate profile on the recruitment portal and then Click on the apply button. Remember to attach your resume.