Supervisor: Business Applications at Tsebo Solution

Duties & Responsibilities

EAM Core EAM Applications (Apps) / Bolt-ons EAM Integrations / Interfaces

• Administer EAM core system configuration and bolt-on / self-service Applications (Apps) such as Work Manager App, Work Approval App and Supplier self-service Portal for current installations as well as New Sales.
• Oversee and assist with 1st line Support fault finding as 2nd line Support and escalate directly to Group IT else 3rd party vendor(s) for 2nd and 3rd line support fault finding and manage through to resolution including Testing and communication back to stakeholders.
• Conduct 1st line Support fault finding for EAM to ERP Integrations
• Work with business stakeholders to understand challenges and requirements and pro-actively ideate and solution workarounds within the business process else EAM application.
• Keep the EAM Application 1st line Support call logging portal up to date and produce statistics and reports as required.
• Liaise will all divisional departments and sites to ensure timely resolution of all work and queries delivering excellent customer service and fostering a good working relationship between all parties for the benefit of divisional Client service delivery.
• Conduct EAM training for existing and new implementations and users (divisional and suppliers) and keep generic divisional training manuals up to date and stored on SharePoint.
• Manage and allocate EAM licences, user profiles and accesses and systemised limits of authority as per agreed process ensuring all documentation is correctly approved and stored on SharePoint subject to ISO and other audits.
• Enforce EAM system governance, configuration and usage standards and policies and oversee completion of all required divisional forms.
• Maintain generic EAM end to end business process flowcharts.
• Participate in new sales efforts including performing EAM system demonstrations.

EAM Upgrades / Improvements / Enhancements (BRD's)

• Pro-actively communicate planned EAM system downtime to users.
• Remain apprised of EAM product releases and new functionality and pro-actively consider their application to existing divisional operations.
• Contribute to enhancement Business Requirements Document (BRD) specification development led by Group IT Systems Analysts including producing Process Flowcharts as and when required.
• Conduct testing when required, co-ordinate, facilitate and ensure User Acceptance Testing sign-off by business and pro-actively communicate EAM matters including lessons learned and knowledge to stakeholders in a timely manner to deliver continuous improvement.
• Contribute to EAM system Internet of Things (IoT) enablement and solution ideation alongside Group IT Subject Matter Experts and the Business Applications Specialist.
• Contribute new ideas and concepts to the EAM Business Applications to increase collective team and divisional performance.
• Generate internal and external reports as required and contribute to ideation and development of, with 3rd Party vendors, client facing metrics and dashboards to aid retention and new sales.

Human Resources

•  Supervise, mentor and perform HR line management for direct reports and learners according to divisional policies

Other 

• Actively participate in key Projects relating to EAM and other related divisional Applications and technologies.
• Always adhere to company rules and regulations and Service Level Agreements.
• ISO 9001; 14001 & 18001 - Quality, Environmental and Health & Safety Standards - adhere to the division’s Safety, Health, Environmental and Quality (SHEQ) Management System's Policies & Procedures as applicable to this position.
• Respond to and action any reasonable request from Management.

Skills and Competencies

• High degree of computer literacy on MS Packages (MS Word, Excel, Power Point) and EAM.
• Detailed knowledge of Facilities Service industry end to end business processes including work order, asset and planned preventative maintenance management according to Service Level Agreements (SLA’s) through procurement to invoice processing),
• Practical experience managing and monitoring a 1st line Support helpdesk
• Excellent theoretical and practical analytical and problem-solving skills.
• Practical ability to mentor and manage direct reports. 
• Ability to effectively prioritise competing demands based on critical business priorities.
• Ability to effectively manage time and deliver projects to agreed deadlines.
• Ability to identify, develop and apply new technical and operational ideas.
• Ability to use own initiative and to operate with limited management support when required.
• Ability to work under pressure.
• Ability to work after hours if required.
• Excellent communication skills (written and verbal).
• Ability to remain calm and deal with challenging stakeholders
• Customer service focused.
• Team and project focused.

Qualifications

• Grade 12.
• Relevant EAM Super User certification else 5 Years’ experience in EAM system administration and support 
• 5 Years’ Experience in EAM system administration and Super User support and configuration.
• Experience in systemised End to End business process support spanning FM Operations, Procurement and Finance.
• 2 - 3 years desktop support, implementation and troubleshooting experience