IT Support Manager Job at Jumia

Jumia is the leading pan-Africa e-commerce platform. Founded in 2012, Jumia’s mission is to improve the quality of everyday life in Africa by leveraging technology to deliver innovative, convenient and affordable online services to consumers, while helping businesses grow as they use our platform to reach and serve consumers.

We are recruiting to fill the position below:

Job Position: IT Support Manager

Job Location: Yaba, Lagos
Employment Type: Full-time

Job Description

• The IT representative role is to support and maintain the stability of Jumia's software systems at a country level.
• In this role, you will be responsible for ensuring compliance with the correct use of our software products and managing the on-boarding and off-boarding processes of local users for manual processes.
• You will also be responsible for implementing and training users on newly developed and existing products and promptly troubleshooting any exceptional cases or issues that may arise within the existing software systems.

Key Responsibilities
Compliancel:

• Ensure compliance with the SOPs and compliance requirements as defined centrally by the operational excellence and internal control teams
• Propose changes to current SOPs and compliance requirements to improve efficiency

Provisioning/deprovisioning on Jumia Software Products:

• Prepare documentation and training materials for on-boarding and off-boarding of users for Jumia software products
• Conduct training sessions and tests for new users to ensure proper use of software products

Implementation:

• Prepare documentation and training materials for new product developments and train affected users
• Aid in checking new product development requests and test new product developments before launch
• Lead implementation of new product developments and request system improvements
• Troubleshoot and fix any systematic or exceptional issues with software products

Troubleshooting:

• Document issue existence and resolution using existing ticketing systems
• Flag issues affecting/blocking local business processes that require central changes

Preferred Qualifications and Skills

• Candidates should possess a Bachelor's Degree / Master's Degree qualification
• A minimum of 4 years of experience.
• Strong knowledge in Python, HTML, SQL, CSS, Javascript, Google Suite, and MS Office.
• E-commerce and IT operations experience.
• Project management and cross-team communication skills
• Strong problem-solving skills
• IT operations, web development, and help desk support experience.

We Offer

• A unique experience in an entrepreneurial, yet structured environment.
• A unique opportunity of having strong impact in building the African e-commerce sector.
• The opportunity to become part of a highly professional and dynamic team.
• An unparalleled personal and professional growth as our longer term objective is to train the next generation of leaders.