WebsiteThe Accountant General’s Department (AGD)
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The Accountant General’s Department is inviting applications from suitably qualified persons to fill the following vacant position:
CTMS Support Supervisor (MIS/IT 5)
Job Purpose
Reporting to the Director Information Technology, the CTMS Support Supervisor ensures that the operations of the AGD are enhanced and supported through the supervision of the day to day activities of the support team of the CTMS Service Section, while ensuring that the support provided is according to standard operational procedures using cutting edge technology and consistent with the AGD’s thrust towards automation and modernisation of its services.
Key Responsibilities
Supervises the day to day operations of the Unit by ensuring that all logged issues are assessed prioritized, and resolved including voice, data, account administration, email, desktop, and relevant institutional applications issues according to the unit’s SLAs.
Promotes excellent client relationship by ensuring that team members process client requests according to the terms of the Customer Service Charter
Promotes excellent client relationship by responding to clients in professional manner
Assists in the effective and efficient research for CTMS related hardware and software solutions requirements for end users
Develops a framework of guidelines for responses to standard situations
Is a point of escalation for team members and escalates where necessary to solve client issues.
Guides the team to execute the assessment and remedy of all CTMS related problems and issues.
Guides and monitors the team (internal or external consultants) in conducting the preventative maintenance programme.
Ensures that the team includes automation in the solution of client resolution initiatives for CTMS where possible.
Manages the IT resources and supplies required for CTMS, recommends new purchase requirements and assists with the identification of vendors and procurement of IT goods and services.
Supervises the team in the deployment of new computer and technology equipment in support of CTMS.
Assists with project management of critical solution delivery activities.
Assists with the implementation of a customer service platform for the AGD that utilizes web enabled security controlled access portals, popular social media interfaces and mobile friendly applications/platforms.
Keeps current with emerging IT trends, and current dominant technologies.
Utilises Help Desk logged issues to identify training needs for common problems.
Delivers requisite training programmes for the treasury and other MDAs on the CTMS; make available through web enabled platform, training and resource information, and “how to” documentation on CTMS.
Assists with the preparation of CTMS technical documentation for the Unit and other stakeholders.
Assists with the assessment process for departmental workflows, processes and definition of data requirements and conducts relevant cost-benefit analysis.
Prepares trend analysis and metrics reporting as required.
Qualification
Essential
A Bachelor’s Degree from a recognized institution in Information Technology, OR Equivalent;
Incumbent must have technical expertise in IT Systems and Systems development.
Desirable
Certification as a member of at least one recognized IT certifying body.
Formal training in Accounting and Finance.
Basic Project Management training. Essential Knowledge and Experience
Comprehensive and technical knowledge of IT Architecture, and Technology;
In-depth knowledge of cutting edge computer hardware, systems repair and maintenance;
In-depth knowledge of cutting edge technology enabled automated help desk operations;
Knowledge of computer systems audit;
Knowledge of the various guiding Acts and Regulations;
At least 5 years’ experience working in a supervisory capacity in a technical IT position;
Project Management experience.
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