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  • Posted: Feb 20, 2020
    Deadline: Not specified
  • At IBM Southern and Central Africa, we strive to lead in the creation, development and manufacture of the industry's most advanced information technologies, including computer systems, software, networking systems, storage devices and microelectronics. And our worldwide network of IBM solutions and services professionals translates these advanced technologie...
    Read more about this company

    Deskside Support Technician

    Your Role and Responsibilities
    Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. As we tackle the world’s biggest challenges, our company continues to grow, we’re looking for talented professionals to join us in this new era.

    Join us and be part of a diverse and global team of thinkers and doers - people who want to make an impact, cultivate their expertise and collaborate with some of the world’s top business and technology professionals.

    Deskside Support Technician

    In this role you will provide 2nd and 3rd level technical support and guidance to users on a regional basis ensuring all desktop / laptop systems, networked systems and telecommunication systems are functional and that agreed service levels are met

    Key Responsibilities

    • Manage and support desktop / laptop hardware and Business software systems within agreed SLA’s
    • Plan, evaluate and propose improvements to desktop systems and provide extended support as and when required
    • Assist local network installation projects, including cabling and patching
    • Assist network server support and maintenance procedures
    • Assist in the maintenance and administration of telephone systems
    • Develop allocated primary skills in support of the Operations team
    • Assist in local project implementation, such as technology refresh and rollouts and project work
    • Respond to Helpdesk reported support calls via telephone/desk-side support and remote access assistance
    • To maintain the Helpdesk system, recording appropriate information for fault incident and fault resolution as well as new requests
    • Responding to Helpdesk reported change requests
    • Escalating support calls as prescribed by the escalation procedure and within the service level agreement
    • Carry out administrative duties; e.g. maintenance of user access rights, and distribution of consumables etc.
    • Provide support to other regions when required
    • Seek continuing professional development and technology awareness

    Required Technical and Professional Expertise
    PLease refer to the JD

    Preferred Technical And Professional Expertise

    • Degree in Computer Science

    About Business Unit

    At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

    go to method of application »

    RPA Techno Functional Lead

    Your Role and Responsibilities

    • Design, develop and configure intelligent automation processes to meet the defined process requirements in accordance with standard design principles and conventions.
    • Be able to quickly learn RPA design standards and principles to develop automation objects that are efficient, well structured, maintainable and easy to understand.
    • Technical leadership to provide input to the automation opportunities in terms of potential solution design and level of effort.
    • Setting up of RPA Center of Excellence by using industry standards
    • Create and maintain solution documentation. Comply with and help to enforce design and coding standards, policies and procedures.
    • Actively contribute towards the creation, implementation and continuous improvement of client design principles and standards for intelligent automation/RPA.
    • Collaborate across technical and functional teams that are responsible for the underlying systems when developing process automations interacting with those systems
    • Develop technical depth in the RPA technology from a development, architecture and complementary tool capability.
    • Have the ability to work in an agile framework with iterative cycles of requirements definition, development and testing.
    • Leads diverse types of interviews, meetings or workshops to define and design automation solutions
    • Design RPA COE framework & operating model for the clients to deliver projects in centralized, federated & partial federated COE structures
    • Design various COE artefacts required for the successful deployment of RPA solution
    • Responsible for end-to-end RPA project life cycle i.e. from process identification, creation of business case, identify feasible RPA solution, benefit rationalization, solution deployment using Agile methodology & project handover to RPA COE team
    • Bring a level of robotic knowledge to our clients and play an important role in communicating the robotic solution in client meetings and workshops by providing high level understanding of RPA, responding to client queries from RPA advisory, implementation and technology perspectives
    • Perform RPA vendor analysis and provide best suited solution that meet client requirement i.e. vanilla process automation, cognitive automation & AI
    • Work collaboratively with process owners during the testing phases to fix assigned bugs with quality solutions
    • Work dynamically in a brand new team structure and technology space within the organization where governance, structure and processes are still being defined and evolved.
    • Be willing and eager to wear different hats and bring ideas to the table as we move forward quickly to deliver value, while still establishing all the facets of a full practice.
    • Take responsibility for deliverables including work estimation, planning, communication with process analysts, and automation quality/robustness.
    • Work across technology teams, including cybersecurity, infrastructure and other application teams to deliver robust automations.
    • Work with offshore resources as needed to deliver automations.
    • Identify opportunities for industrialization of objects for reuse in future processes.
    • Be proactive in identification of new process, technology, and business opportunities.
    • Provide production support for automations leveraging standard processes.
    • Work very closely with the functional process analysts to ensure agility of development and troubleshooting. Continuously improve the overall robustness of automations through monitoring, automated error handling, and proactive identification of opportunities.
    • Perform application troubleshooting and user issue resolution as needed for escalations.
    • Works closely with the client to define RPA value proposition and solution scope.
    • Analyzes client processes, and identifies RPA opportunities.
    • Recommends RPA approach/strategy to the clients
    • Participates in the problem identification/error resolution process, including tracking, repairing and reporting defect
    • Identifies appropriate technology platforms best suited for client requirements.
    • Creates and presents to the client architecture and solution proposals.
    • Works with Operations Solution Architect to create compelling Business Case including savings as well as implementation and run costs estimate.
    • Leads diverse types of interviews, meetings or workshops to define and design automation solutions
    • Design, develop and deploy Robotic Process Automation (RPA) solutions using Automation Anywhere/Blue Prism/UI PATH, design principles and conventions.
    • Responsibility of the integrated platform design for robotics process automation (RPA), cloud/infrastructure design and security design.
    • Determine and define for the RPA solution; Dev Architecture, Execution Architecture, Infrastructure Architecture in relation to RPA solutions.
    • Ensure successful implementation of RPA platform across identified business processes.
    • Present and communicate detailed & complex information to both technical and non-technical stakeholders.
    • Evaluate processes and make recommendations with regard to their potential and suitability for RPA and work effort estimation
    • Defines and plans the development approach for larger projects through to smaller developments factoring in the existing RPA programme and future development opportunities into the solution design
    • Create and maintain throughout the project lifecycle, the Solution Design Document (SDD) including detailed RPA solution process flows, process and technical specification
    • Report status, issues and risks to the technical architect, process analysts and RPA leadership on a regular basis
    • Possess solid communication and collaboration skills to foresee and highlight potential requirements gaps

    Required Technical and Professional Expertise

    • 5+ years of experience in RPA using Blue Prism
    • Strong knowledge and expertise in Process Automation architectures with solid technical expertise and superb troubleshooting skills across the full spectrum of RPA technologies.
    • Deep expertise in software development, software testing methodologies, release management and operations processes and standards.
    • Demonstrated project management experience in Agile (Scrum), project planning, execution, risk management, and resource management.
    • Expert level experience with Blue Prism & Automation Anywhere

    Preferred Technical And Professional Expertise

    • Prior consulting, advisory, or professional services would be desirable.
    • Strong leadership presence and ability to interact at all levels including and be able to lead deep-dive technical /business discussions around design.
    • Mentors team members in technology, architecture and delivery of applications.
    • Successful teamwork experience and demonstrated leadership abilities are required.
    • Strong sense of Team-first attitude.
    • Possess excellent verbal and written communication skills.
    • 4+ years of Development Experience

    Method of Application

    Use the link(s) below to apply on company website.


  • Send your application

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