JOB PURPOSE:

To deliver high quality technical support, system and data maintenance across a range of areas, in order to contribute to the effective delivery of IT services.

KEY RESPONSIBILITIES (not all-inclusive, nor exhaustive):

• Support end-to-end delivery of IT solutions by coordinating workplans, timelines, dependencies, and stakeholders across CO & Global HQ teams.
• Translate business needs into clear user stories, acceptance criteria, and rollout requirements in collaboration with process owners and technical teams.
• Develop and maintain project documentation (scope, RAID logs, rollout plans, cutover checklists, and communications) to support controlled implementation.
• Coordinate solution configuration and automation development (Microsoft 365/Power Platform and approved systems) to meet agreed scope, quality, and schedule.
• Plan and execute solution rollout activities, including pilot deployments, phased releases, and production cutovers, ensuring business continuity and minimal disruption.
• Ensure releases comply with TEC engagement processes, data protection requirements, and architectural guardrails; coordinate change approvals and release communications.
• Lead end-user validation by coordinating test plans, UAT sessions, defect triage, and go/no-go readiness assessments with stakeholders.
• Execute change management activities (stakeholder mapping, impact assessments, comms packs, and change champions) to support smooth transition to new ways of working.
• Develop and deliver role-based enablement (job aids, quick reference guides, FAQs) and support user training sessions in coordination with business owners.
• Ensure post-go-live hypercare, coordinate incident/defect resolution with ITSM, and manage escalations to restore service quickly.
• Monitor usage and adoption metrics, gather user feedback, and identify enhancements to improve user experience, performance, and compliance.
• Provide regular status updates and implementation reporting to stakeholders, highlighting progress, risks, decisions required, and next steps.

EXPERIENCE REQUIRED FOR THE ROLE:

• Hands-on experience in the delivery of IT/digital projects end-to-end, including planning, execution, monitoring, and close-out.
• Experience applying project delivery approaches and standards (e.g., PRINCE2, PMP, Agile/Hybrid) and maintaining core artefacts (plans, RAID logs, status reporting).
• Experience supporting solution rollout and organizational change, including stakeholder management, user communications, training coordination, and adoption measurement.
• Strong customer orientation with experience coordinating UAT, go-live readiness, hypercare, and continuous improvement based on user feedback.

STANDARD MINIMUM ACADEMIC QUALIFICATIONS:

Education:

• Completion of secondary school education. A post-secondary certificate in the related functional area is desirable. A university degree in Computer Science or Information Systems is desirable
• Certifications in Project Management frameworks or methodologies desirable.

Language:

• Fluency in both oral and written communication in English. Fluency (level C) or intermediate knowledge (level B) of another official language desirable.

• Support end-to-end delivery of IT solutions by coordinating workplans, timelines, dependencies, and stakeholders across CO & Global HQ teams.
• Translate business needs into clear user stories, acceptance criteria, and rollout requirements in collaboration with process owners and technical teams.
• Develop and maintain project documentation (scope, RAID logs, rollout plans, cutover checklists, and communications) to support controlled implementation.
• Coordinate solution configuration and automation development (Microsoft 365/Power Platform and approved systems) to meet agreed scope, quality, and schedule.
• Plan and execute solution rollout activities, including pilot deployments, phased releases, and production cutovers, ensuring business continuity and minimal disruption.
• Ensure releases comply with TEC engagement processes, data protection requirements, and architectural guardrails; coordinate change approvals and release communications.
• Lead end-user validation by coordinating test plans, UAT sessions, defect triage, and go/no-go readiness assessments with stakeholders.
• Execute change management activities (stakeholder mapping, impact assessments, comms packs, and change champions) to support smooth transition to new ways of working.
• Develop and deliver role-based enablement (job aids, quick reference guides, FAQs) and support user training sessions in coordination with business owners.
• Ensure post-go-live hypercare, coordinate incident/defect resolution with ITSM, and manage escalations to restore service quickly.
• Monitor usage and adoption metrics, gather user feedback, and identify enhancements to improve user experience, performance, and compliance.
• Provide regular status updates and implementation reporting to stakeholders, highlighting progress, risks, decisions required, and next steps.

• Project delivery approaches and standards (e.g., PRINCE2, PMP, Agile/Hybrid)
• Maintaining core artefacts (plans, RAID logs, status reporting)
• Solution rollout and organizational change support
• Stakeholder management
• User communications
• Training coordination
• Adoption measurement
• Customer orientation
• Coordinating UAT, go-live readiness, hypercare
• Continuous improvement based on user feedback
• Microsoft 365/Power Platform
• ITSM

• Completion of secondary school education.
• A post-secondary certificate in the related functional area is desirable.
• A university degree in Computer Science or Information Systems is desirable
• Certifications in Project Management frameworks or methodologies desirable.