Application Support Systems

Application Support/Systems

Johannesburg, South Africa****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.

Key Responsibilities

Functional System Support

• 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.

System Adoption and Training* 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.

Data Quality and Process Compliance* 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.

Continuos Improvement and Business Interface* 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.

Qualifications & Experience

Minimum Requirements

• 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.

Preferred

• 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.

Preferred Skills and Competencies

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

Working Relationship & Stakeholder Interfaces

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