Specialist Support Engineer: CRA at Absa Group Limited (Absa)

Job Description

• As a specialist in Supplier Risk Management your main responsibilities will be in designing, configuring and adopting processes for supplier on-boarding and risk assessment.
• Work towards becoming a Subject Matter Expert (SME) for Coupa’s Supplier Management Suite of products including Supplier Information Management, Risk Aware and Coupa Risk Assess.
• Help key stakeholders in the business such as Procurement and Financial Crime focus on their goals and drive a successful, on-time implementation.
• Develop best practices within your areas of expertise and be a champion for their adoption.
• Provide technical and functional expertise to stakeholders during the implementation process for project initiatives.

Devops & Support

• Apply critical thinking, design thinking and problem solving skills to solve technical problems on existing application suites.
• Provide efficient and effective support of applications including continued development of the application and ensure the application meets the business needs
• Maintain correct and current application documentation and making it available to application users
• Oversee application implementation and configuration, patches, upgrades and maintenance, and ensure that application performance meets agreed SLAs and OLAs
• Ensure minimal business operations impact due to upgrades and maintenance activities
• Coordinate & communicate across Tribes & Squads (all businesses) to successfully complete application upgrades
• Develop and maintain knowledge in application functionality, user workflow, and business processes
• Develop sufficient knowledge of application infrastructure, integration points & broader organization architecture to assist with application upgrades and troubleshoot issues
• Manage and provide support aligned to all SLA’s
• Develop the skills required to operate and maintain the technical products & services (applications)
• Develop and maintain expertise in application functionality, user workflow, and business processes.
• Receive and screen business user requests for new enhancements or modifications, and determine appropriate priority and response.
• Act as a liaison between business stakeholders and customers, external solution providers, and IT stakeholders for application support specific requirements
• Provide input to current and future application requirements to meet the organization's needs
• Prepare assessments for proposed applications, projects, and define appropriate integration and access requirements
• Maintain awareness of application risks and opportunities for improvement
• Identify and recommend application improvement to enhance capability and performance, and minimize costs.
• Ensure that application users are aware of the application capabilities for enabling their effective use
• Assess vendor proposals for appropriateness and compliance with organization and industry standards.
• Help diagnose problems and resolve incidents / issues related to applications.
• Validate and maintain the known error database for application-related entries
• Monitor application modification requests and ensure best practices are being utilised
• Conduct diagnostic investigations of program errors, and implement or recommend solutions or methodologies for resolution.
• Maintain metrics of operational performance and evaluate trends
• Analyse business systems to determine effectiveness, identify inadequacies, inefficiencies and problems and recommend solutions

Governance, Risk & Control

• Enhance methods and procedures for collecting, analysing, and documenting application issues, and completing user change requests.
• Enhance IT processes for transitioning completed configurations from development to production.
• Plan and coordinate the processes for the provision of user applications and systems necessary for business operations.
• Define and maintain application assessment, development, and support standards, and work with other IT and business stakeholders to establish configuration and use guidelines.

Education & Experience Required

• 1-3 years experience in Third Party Risk Management, Procurement or Supplier Management, either internally via a procurement or vendor management organization or externally with a consulting firm or software provider.
• Relevant B-Degree (BComm Informatics/ Computer Science/ Engineering) preferred but not essential if minimum requirements of experience & practical application in the following is evident:
• Previous technical experience with Coupa Risk Assess (previously Hiperos) or similar solution is highly desirable
• Candidates should have strong technical skills in enterprise application configuration and administration.
• Experience configuring and delivering software applications is required
• Affinity for debugging and problem-solving. 

Education

• Bachelor's Degree: Information Technology