Digital Operations & Enhancements Support Specialist - KFC

A vacancy exists in the Digital Team for a Digital Operations & Enhancements Support Specialist reporting to the Digital Operations & Support Manager.

 

The key functions/Responsibilities of this role are as follows:

• Point of contact for digital operations in the business
• Technology monitoring and troubleshooting across hardware, software and security using in place vendor support models to ensure uptime of digital touchpoints and resolution of customer, partner, or franchisee queries from associated touchpoints.
• Performance reporting on services and systems (per SLA’s)
• Trouble ticket management (including closure, trending & reporting)
• Continuous improvement via input from business owners, partners, and customers to optimise and improve existing solutions

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Qualifications:

• Diploma in IT/Computer Science
• Highly favoured IT undergraduate Degree

 

Experience:

• At a minimum 5 years experience in:
  
  
• • IT infrastructure support
  • Software development lifecycle
  • Digital Systems
• At a minimum 5 years experience in:
  
  
  • Troubleshooting, root cause analysis and rolling out Web and Mobile technologies
  
  
  • Enhancing and implementing eCommerce technologies
• Project management experience
• Software delivery experience
• Stakeholder management experience

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Skills/Competencies:

• Analytical capability
• Effective, coercive and tactful communication
• Creative ability 
• Matrix management knowledge
• Versatility and agility to adapt to demands
• Self-management
• Values customer engagement
• Hands-on troubleshooting skills
• Root cause identification skills with the aim to enhance software
• Customer Maniac