The successful candidate will be responsible for installing, updating and troubleshooting software applications, with the aim of providing an effective, efficient, reliable and
adaptive service to end-users.

The Program Manager will work closely with management to ensure that they are
able to monitor critical data of their operational responsibilities that is captured in the
systems. The Program Manager needs a mix of technical and ‘soft’ skills to work with
the users and understand their requirements.

Responsibilities include:

  • Developing and maintaining an in-depth knowledge of applications to maintain the quality and ongoing operation of these applications
  • Maintaining, changing or enhancing the existing applications’ configurations based on new insights or organisational changes, maintaining authorisations and access to the applications, and ensuring data validity, quality and relevance in all these applications
  • Working with Applications vendors to resolve problems experienced by users, improving productivity and usability
  • Monitoring and implementing change management, incident management and problem
  • management as determined by ITIL1 change management process
  • Defining and generating the required management reports – and other reports
  • Creating and maintaining document templates and writing/updating user instructions/training materials
  • Analysing and resolving problems and making appropriate recommendations, including escalating application problems to vendors and central IT, where relevant
  • Creating, testing and managing application, security, workflow, job status and performance monitors and alerts
  • Working with vendors and central IT to monitor, test, align and implement new releases and/or enhancements and application patches
  • Working with vendors and central IT to coordinate, test and document all application
  • modifications to ensure operational and information integrity in the relevant technical environments
  • Monitoring jointly agreed system availability and liaises with central IT system administrators to ensure adherence
  • Daily monitoring and maintenance activities
  • Providing support to end-users regarding all applications functionality
  • Preparing users by designing and conducting training programs; providing references and support
  • Troubleshooting and resolving any reported problems
  • Managing and executing change requests
  • Being involved in projects related to further development and implementation of new
  • functionality
  • Ensuring that the necessary Alerts, Management Reports and Dashboards are available 24/7


  • Bachelor’s degree or tertiary qualification in Computer Science, Information Systems, Engineering or similar analytical field and 5 year’s relevant experience, or 10 years’ relevant systems or applications administration experience
  • Professional approach and a team-player
  • Good blend of client facing skills & technical aptitude to analyse requirements, deploy, implement & integrate software solution into the business
  • Knowledge and experience in Facilities Management & Real estate software – specifically CAFM or IWMS applications – would be preferable, but it is not a prerequisite
  • Ability to productively utilise multiple computer applications, including SQL Server, MS Word, PowerPoint, MS Excel, MS Project, MS Access, Email, web browsers, and various corporate applications
  • Excellent verbal, written communication, and negotiations skills
  • Ability to effectively interface with technical and nontechnical staff at all organizational levels
  • Display and execute logical and complex troubleshooting methods
  • Analytical skills
  • Good working knowledge of database principles
  • SQL query knowledge
  • Client facing; able to lead a workshop or training session
  • Self-motivated, able to work independently, and takes initiative
  • Ability to provide outstanding customer service, be a good listener and work well with others
  • Demonstrates stability; reliability, continuity
  • Professional attitude and work habits
  • Ability to multitask in a fast-paced environment
  • Knowledge and experience with BMS systems and ‘Internet of Things’ data collection and control (an advantage)
  • Familiarity with frameworks such as ITIL or similar (an advantage)

Desired Skills:

  • ITIL
  • SQL Query
  • Sql Server
  • Software Support

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