Job Description

• The incumbent to support the development and implementation of an BI Application Support model encompassing the following:

• BI Application Maintenance as it relates to version, release and patch levels.
• Application Operations as it relates to incident management, problem management, and release management.
• Ensure standards are adhered too
• Overseas the provision of BI Applications and support services through outsourced vendors and ensures attainment of operational SLAs of associated contracts.
• Ensures that the appropriate controls are in place to ensure compliance and to de-risk the operational environment

Key Duties & ResponsibilitiesSTRATEGIC DEVELOPMENT

• Define an BI applications support and operations strategy for cross functional applications, based on the requirements and strategic intent of multiple business objectives.
• Provide input into the definition of BI application architecture and where appropriate cater for a convergence of the different technologies in use between the businesses..
• Facilitating leverage of convergence (and driving convergence) of software technology in CCBSA objective is reducing complexity and cost as well as development of strategic partnerships with supplier

STRATEGY IMPLEMENTATION

• Provide input on the development, implementation, integration and maintenance of functional BI application migration plans, application integration. This involves aligning the IT requirements regarding sequencing with the business and applications priorities.
• Provide appropriate services, in a Shared Services Fashion, to functional teams to ensure support of operations as well as implementation of systems according to their migration plan.
• Ensure implementation of software technology convergence strategies.

OPERATIONS

• Monitoring performance and managing SLAs and KPIs to provide fast resolution to incidents and service requests
• Support, maintain and enhance BI applications as per defined standards. This includes documentation, standards, training, liaison etc.
• Proactively manage the integration between systems to ensure optimal cross-functional application efficiency.
• Adherence to processes and structures for application change control and release management.
• Ensure that the required support processes is optimal
• Ensure the availability, capacity and performance of all BI applications, solutions and related technologies
• Responsible for the solution life-cycle to realise total cost of ownership, including billing and invoicing of services
• Monitor and report on the compliance of software license agreements in your respective area.
• Custodian of continuous improvement plans to improve the service and quality of support of the BI application landscape
• Approves the deployment of BI application related projects into operations
• Complies with the Vendor Governance framework
• Proactively engaging with Business Systems teams as to service requirements, and developing and implementing appropriate application support strategies.
• Adherence to change and release calendar

Judgement and decision making

• Acts as the single point of contact for operational support issues in your respective area.

• Management escalation point for in-country Business Partners and outsource vendors
• Responsible for the BI Application Operational Budget for CCBSA
• Identify critical business processes, establish a robust service operations environment and minimise any business impacts
• Provide support in sourcing activities to align with the sourcing strategy and business requirements

Skills, Experience & Education

• Deep understanding of CPG / FMCG companies, its products, services, BI applications and data
• Com / B. Sc (Computer Science) or similar degree
• 5+ Years maintenance and support experience
• 3 Years package and application implementation experience SAP; SaaS and Mobile applications
• ITIL v3 Foundation certification
• Experience of Service Delivery management in a multi-supplier outsourced environment, through an appropriate set of agreed service levels and a suitable service monitoring and reporting framework
• Good business and commercial acumen
• IT Risk Management

GeneralFinancial/job scope identify factors of the role such as volume, annual budget, customer contacts and any other major indicators of the scope and complexity of the job (example below if relevant).Systems scope:

• Responsible for facilitation of engagement with Business stakeholders, System Managers and Project Managers to determine BI application support capacity required for the running and maintenance of strategic, tactical and enhancement projects and ensuring an optimal resource strategy, approach, mix and plan for delivering services (3mth, 1 year and 3 year horizon). Including engaging with outsource service providers with regard to all application maintenance services.
• Responsible for assessing impact of changes on the BI application architecture of the company, and ensuring a sound architecture is maintained.
• Responsible for determining (through facilitation) BI application availability requirements, and developing and maintaining a calendar, processes and controls for ensuring availability (to enable continuous business operations) across the CCBSA organisation.
• Responsible for ensuring management of BI applications end to end (across IT)

Process scope:

• Developing and introducing processes for providing services required to maintain and run BI applications.
• Responsible for services required to maintain all Business Intelligence applications required to operate the CCBA business (insourced and outsourced).
• Defining processes and controls to manage BI application availability to be in line with business operational requirements

Organisational scope:

• Number of users: This includes all users, approximately 8000 users across CCBSA.
• Stakeholder Engagement: Responsible for managing outsource service providers and engaging with Business Partners and relevant Business Stakeholders with the objective of achieving optimal service provision and resource plans.

Strategic/Operational scope:

• Strategic:

• Analysing and determining the impact of IT Strategy on IT Operations (eg. timing impact of Operations or maintenance plans) and ensuring appropriate adjustment.
• Developing BI application maintenance and support strategies.

• Operational: Manage vendors that are responsible for:

• Providing IT Services for maintaining and supporting business applications.
• Maintaining and operating BI applications via vendor agreements
• Ensure cost effective services through applying optimal resourcing strategies.

• Financial Dimensions:

• Due to the nature of this job the incumbent has a shared responsibility towards the overall department budget and IT operational budget.

PolicyAt Coca-Cola Beverages Africa we are proud to celebrate diversity and we strive to achieve an equal opportunity workplace by being cognisant of affirmative action requirements. It is our policy to be mindful and compliant with all our regional requirements and national laws for those regions. Employment at Coca-Cola Beverages Africa is based solely on an individuals merit and qualifications directly related to their field of competence. We do not discriminate against an employee or potential employees because race, colour, religion, sex, national origin, sexual orientation, age, marital status, disability and gender identity.At the heart of our recruitment processes is the need to create a value driven experience for all applicants. To all recruitment agencies: Coca-Cola Beverages Africa does not accept agency resumes for roles that we post and make available. Please do not forward any resumes to any Coca-Cola Beverages Africa employees and Talent Teams as we are not responsible for any fees related to unsolicited resumes.

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