Job Description Job title Junior Developer: Web Applications and CRM (Customer Relationship Management) Department Support and Overheads: Information Technology and Systems Reporting structures DIRECTLY 1ST LEVEL Senior Specialist: Application and Information Systems Support CRM Manager: Application and Information Systems None None REPORTING 2ND LEVEL NUMBER & TYPE OF JOBS REPORTING DIRECTLY (1ST LEVEL) NUMBER & TYPE OF JOBS REPORTING INDIRECTLY (2ND LEVEL) JOB/POSITION PURPOSE STATEMENT The provision of development services relating to Web and CRM applications and systems as part of the Information Systems Team according to service elements as specified in the applicable service level agreements. Responsible for supporting multiple business departments within the organisation. Work closely with team members, end users and other departments to meet the goals of the organisation. Will also be involved in projects designing and implementing applications. Job Description 1
1. New development, enhancements and changes Develop and configure the agreed to solution. Test to accurately determine the quality of solution development. Identifies errors, bugs and faults and escalate where necessary. Acts as the user advocate on project teams Helps define requirements and helps design to meet them. Support functional system enhancements and changes in accordance with user requests to ensure optimal functionality of the application. Participate in planning the implementation of the functional and systems changes Create and prepare data required for the implementation of the enhancements or changes Conduct quality assurance procedures Review the functional enhancements or changes implemented Implementation of training and on-the-job training Provide post Implementation support 2. Functional User Acceptance Testing Compile and coordinate a detailed testing plan Coordinate and prepare system acceptance tests Conduct and coordinate system acceptance testing Evaluate and document test results Coordinate and conduct re-testing if applicable Ensure all relevant documentation and work instructions are updated 3. Advice and Training Provide advice or training to users on the application systems functionality to ensure optimal functionality of applications Identify and analyse the problem Ensure delivery to agreed-to specifications Ensure all known issues are resolved before release. Ensure customer satisfaction Ensure released solutions is usable and meets end users needs. Implementation Plans Test data Testing Plans Quality Assurance Reports User Acceptance and Satisfaction Sign-offs. Training Matrix and reports Reported Comebacks Compiled, approved and communicated testing plan Successful completion of systems and acceptance testing Acceptance Certificate User acceptance and satisfaction (formal and informal feedback) Updated documentation, procedure manuals, user manuals and work instructions. Problem analysis report Log requests and update service management system. Customer acceptance. 0 10 Job Description 2
Monitor and report on the progress made regarding the solution Test and/or evaluate the solution Verify the solution and implementation Give feedback to the client 4. Advice and Specialised Services Provide advice/specialised services and integrated solutions to Web and CRM application areas with a discipline to functional needs/requirements to ensure optimal usage of the application Analyse the business processes of the department and make recommendations Assess the functionality of the system against the business processes and make recommendations. Identify user requirements to improve the services and applications. Consult with other departments with regards to system interfaces & the functional impact analysis on the specific functional system. Recommend improvements, strategies, enhancements and changes. Assist and compile system requirement analysis (SRA) & System delivery specification (SDS). Initiate client forums to ensure continuous contact and communication. Conduct In-post training/ formal training for the client. User Procedures, Manuals and equivalent documentation Compile relevant user procedures, manuals (Online-Help and/or equivalent documentation in accordance with standards to ensure accurate data to the user. Compile and update documents Conduct quality assurance procedures. Confirmation of customer acceptance on the production system. Minutes of the meetings with users. Problem analysis report Log requests and update service management system. Customer acceptance. Accepted recommendations Updated documentation e.g. manuals, procedures and policies. Submitted and monitored service requests that originated from recommendations. Functional Impact analysis reports. Formal user feedback. Approved system requirement analysis (SRA) and system delivery specification (SDS) documents Participation in work sessions. Minutes of meetings, formal and informal feedback to and from the user. Customer acceptance and satisfaction (Acceptance certificate, formal and informal feedback) Formal and informal feedback with regards to findings, recommendations and plans to and from the client. Updated Documentation Approved Documentation Applicable standards followed 10 Job Description 3
6. Integrated Management Information Provide integrated management information support solutions to users and management to assist them in planning and decision making. Proved Information Support extracted from internal and external databases. 7. External Support Development of other interfaced and integrated applications and systems for Clients Development of other interfaced and integrated applications and systems for Contractors 8. Miscellaneous and General Perform any other work related duties and responsibilities that may be assigned form timeto-time by management Information packages provided and accepted by the user. Information Reports Customer feedback and status reports Interfaces and integrations to client applications developed to standard Interfaces and integrations to client applications developed to standard 1 0 MINIMUM QUALIFICATION FOR THIS POSITION Grade 12 Required IT Diploma or Degree Required 3 years experience in any of the following: CRM environment Development and Scripting for Web Applications Database administration and development Project Management Experience REQUIRED WORK EXPERIENCE KNOWLEDGE SKILLS Knows the organisation s policy framework, management structures and reporting procedures for all aspects of the programme s environment. Solid experience in planning, communication and presentation skills. Product and Solution Development. Systems Integration. Solution Testing. SDLC, Entity Relationship Diagrams Good understanding of systems design and development, and the management of the SDLC. Understanding of the relationship between time, quality and cost of work produced and the ability to manage the time / quality / cost relationship Job Description 4
Has a good understanding of the applications supported, and a thorough knowledge of technical aspects of the application systems and software environments in which they run Has gained broad experience of systems development and maintenance and has some experience of project work, and of advising users and management on technical issues. Ability to communicate the time / quality / cost relationship to end users and subordinates and the ability to estimate jobs People management, including managing people on projects Understanding of software configuration management Working Conditions Overtime will be required when necessary Personal attributes Very analytical and process driven Attention to detail Deadline driven Pro-active Self-starter Approvals APPROVED NAME SIGNATURE DATE Analyst Job Holder Line Manager HR Manager Job Description