Job Description

Overall, Purpose of the Job (Please provide a summary of why the job was created and what the main responsibilities areTo manage and support both strategic and operational aspects of a Business Application Manager CRM role, focusing on leadership, CRM system optimization, project management, cross-functional collaboration, and alignment with business goals. The role requires strong managerial skills, CRM expertise, and a deep understanding of business processes to ensure the CRM system delivers maximum value to the organization.Supervises a team to undertake regular and methodical investigation, analysis and documentation of the sub-function in terms of is business processes and the information used, ensuring understanding and proper definition of user requirements. Responsible for identifying and developing new and alternative approaches to performing business activities, for the area, that are dependent on the availability of information and communications technology.In the event of either a system or process improvement being necessary, ensures the creation of viable functional specifications in preparation for the construction of the information communication systems. Partners and collaborates with key stakeholders, users and/or vendors regarding the delivery of appropriate and aligned technology solutions for the marketing area, monitoring the execution of operational and service level agreements and delivery of the requisite service levels and deliverables.This position manages a number of Stakeholders across the ADvTECH Group, influential in the Marketing Areas.Business Analysis

• Analyses past, present and future business environment in area of responsibility
• Analyses business processes to determine problems, risks and opportunities for improvement, in area of responsibility
• Keeps up to date with legislation and identifies operational changes required to ensure compliance and improve efficiency
• Records business requirements and prioritises system changes with Brands
• Reviews processes and conducts process audits, as required.
• Designs and documents new business processes where necessary
• Works with managers and relevant users on feasibility studies and establishing business and systems requirements
• Formulates strategies and guidelines to improve the business environment in area of responsibility
• Consults to management (both IT and business) on business procedures and policies

Application Development, Support & Testing

• Manages application support effectively and efficiently rendering support and facilitating sessions for end-users, including training
• Accountable for system testing and user acceptance and implements changes to existing systems or new applications

• Ensures all testing protocols are adhered to
• Manages the analysis of requirements ensuring thorough investigation and understanding of business needs and processes and the comprehensive definition thereof
• Ensures that all implementations meet business expectations to enhance business decision making capabilities and is responsible for ensuring user needs are met through needs analysis as well as training and support
• Oversees requirements including data modelling, interface layouts, data flows, screen and report layouts, etc
• Ensures optimal performance, reliability, and integrity of the application, data and integration systems through a variety of techniques and procedures
• Evaluates existing systems and/or user needs to analyze, design, recommend and implement system changes
• Works with application developers and application administrators to ensure end user and application data requirements are fulfilled
• Maintains the application, and integration points regularly and automates the maintenance processes
• Complies with data and application integration policies, standards, documentation, and procedures
• Works with various teams in ADvTECH to ensure that design and business objectives are achieved within the system development process

Stakeholder Management

• Liaises with the relevant Information Technology (IT) stakeholders to troubleshoot and resolve issues
• Ensures that outside vendors, suppliers and service providers (internal & external) and contractors are effectively managed.
• Oversees the setting up and monitoring of, Service Level Agreements (SLA's) and Operating Level Agreements (OLA's)Ensures appropriate service levels of support and capacity are in place to meet business demand/requirements
• Provides continuous service and systems security pertaining to applications
• Provides accurate up-to-date reporting of all support related expenses including per customer expenditure of respective support budget
• Initiates customer service review meetings with the various Brand
• Records business requirements and prioritize system changes with Brands
• Provides business with a monthly review of services provided and status of planned changes and enhancements.
• Handles escalations from business and is the lead with regard to Problem Management and work with the IT Operations / Problem Manager
• Negotiates SLAs and OLA's with suppliers and the business
• Attends and reviews management meetings with brands, monthly
• Documents and agrees processes and procedures in place
• Communicates and coordinates tasks and projects with campus IT staff
• Coordinates system integration processes with internal departments as well as outside vendors

Financial Management Cost Control & Reporting

• Reduces costs related to IT Application Support delivery in area of responsibility
• Monitors the monthly billing from vendors in area of responsibility
• Approves expenses in area of responsibility
• Provides input to Departmental budget and monitors and manages costs in area of responsibility
• Provides reports regularly to Senior Management, Stakeholders and Brand Management as required
• Gives consideration to ways to increase efficiencies and optimize resources in area of responsibility and makes recommendations to the Enterprise Application Manager

Project & Risk Management

• Acts as the Project sponsor for projects and implementations in area of responsibility
• Provides specialist product and/or subject matter expertise to the project teams working across the business.
• Follows up on escalations ensuring issues are resolved appropriately and timeously
• Collaborates with the respective line managers within the ICT Operations, Business Applications, Enterprise data and enterprise architecture teams to deliver on projects
• Works with the project manager to ensure that deliverables for the team are defined and that the project manager can drive delivery with the virtual team members
• Ensures risks are identified, assessed and monitored and mitigating actions are implemented

Human Resource Management

• Leads and motivates direct reports to achieve agreed objectives
• Ensures adequate and appropriate human resources are in place to deliver the business objectives
• Sets performance objectives for staff, conducts appraisals and initiates EDWs
• Draws up action plans to address poor performance
• Establish and keep up to date a succession plan for the team
• Ensure that staff attend regular training to ensure that they meet the requirements for their role and keep up with the maintenance thereof.
• Ensure sufficient capacity and success planning in their area of responsibility.
• Institute monthly reporting sessions for team leaders to track progress and compliance of systems and work done
• Onboarding and transition to new ways of working for new and existing staff

Education (Formal Qualification required)

• Diploma or Degree

Professional Certification * Bachelor's degree in (Information Systems, Informatics, Computer Size or Information Technology) - NQF 7 (6) Or National Diploma / Diploma in Software Development /IT- NQF 6 (5).

ADvTECH