Backend administration of CX Systems – Dynamics CRM (Customer Service and Sales), Integrated Customer Experience system and Voice of the Customer insight systems
Dynamics CRM – Deployment, License Management, Service Uptime, Reports Management and Workflow maintenance
Engaging, coordinating and working with applications’ vendors for escalations, upgrades, health checks and maintenance reviews for Customer Experience systems
Designing, planning and budgeting for system enhancements and/or related requirements
Perform work in compliance with specified security and assurance requirements
Manage and ensure continuous performance tuning, upgrades and resource utilization as required
Governance - Create and maintain documentation as it relates to system configuration, Licensing, mapping, and processes in compliance with policies and procedures
Planning, organizing and performing DR test exercises as required
Planning, Scheduling and organizing of monthly Service review meetings with system vendors
MINIMUM POSITION QUALIFICATION REQUIREMENTS
Academic & Professional
Particulars
Detail
Specific Field or Qualification
Need Type[1]
Education
Bachelor’s Degree
Information Technology, Computer Science, or a related discipline
RQ
Professional Qualifications
MOUS/ MCP/ MCSE /MCITP/MCTS/Dynamics 365 certification
AA
2. Experience
Total Minimum No of Years Experience Required
3 Years
Detail
Minimum No of Years
Need Type[1]
Telephony and CRM systems administration2
ES
Operating systems administration (Windows, Linux)1
ES
Network Services and protocols1
ES
AD and DNS services1
DE
Database management systems1
DE
Skills Required
- Bachelor's degree in Information Technology, Computer Science, or related discipline
- MOUS, MCP, MCSE, MCITP, MCTS or Dynamics 365 certification
- Minimum 3 years total professional experience
- At least 2 years telephony and CRM systems administration experience
- At least 1 year operating systems administration (Windows, Linux)
- At least 1 year experience with Network Services and protocols
- At least 1 year experience with Active Directory and DNS services
- At least 1 year experience with database management systems
What We Do
KCB Group, is the largest financial services organization in East Africa in terms of asset size. The Group's headquarters are located in Nairobi, Kenya, with subsidiaries in Kenya, Rwanda, Southern Sudan, Tanzania, Uganda and Burundi. In 2015, KCB Group opened a representative office in Ethiopia, expanding the growth of the organization. The Bank is over 124 years old having started in Mombasa in 1896. KCB Group has over 354 branches, 26,394 Agents/POS Merchants and 1,103 ATMs. The bank also offers Mobile Banking though the KCB App, Internet Banking and Diaspora Banking Services platform that can be accessed 24/7 basis. The Bank services over 26.8 million customers across the region. KCB Group is the largest financial services organization in East Africa, with an estimated asset base of approximately Ksh. 1.02 trillion as at the of end H1 2021.
