Main Outputs and Responsibilities for this Position

Detailed Description

Output 1

Details

Application Support and Incident Management

·      Ensure timely and effective resolution of incidents and service requests related to Educos, Employee Central, and PaySpace.

·      Maintain a high first-call resolution rate and minimize system downtime.

·      Monitor, escalate, and follow up on unresolved issues until closure.

Output 2

Details

System Maintenance and Enhancements

·      Oversee regular system health checks, updates, patches, and upgrades for Educos, Employee Central, and PaySpace.

·      Coordinate with vendors and internal IT teams to implement system improvements and customizations.

·      Ensure data integrity and security compliance during system changes.

Output 3

Details

User Support and Training

·      Provide high-quality support and guidance to HR users across the organization on Educos, Employee Central, and PaySpace functionality.

·      Develop and deliver user training materials, FAQs, and self-help guides.

·      Facilitate user onboarding and change management communications.

Output 4

Details

Stakeholder Management

·      Serve as primary liaison between HR, payroll, IT, and vendors for application-related matters.

·      Gather and analyse user feedback to recommend system improvements.

·      Maintain strong relationships with external software providers and service partners.

Output 5

Details

Reporting and Documentation

·        Ensure accurate documentation of incidents, solutions, workflows, and system configurations.

·        Prepare regular reports on system performance, support metrics, and user satisfaction.

·        Track and report key metrics like SLA compliance, ticket volumes, and resolution times.

Output 6

Details

Compliance and Risk Management

·        Ensure adherence to internal policies, data privacy laws, and compliance requirements across all supported applications.

·        Identify and mitigate risks related to system usage, access controls, and data handling.

·        Support audit activities and remedial actions related to HR systems.

Output 7

Team Leadership and Development

 ·        Lead, mentor, and manage the support team, ensuring clear role definitions, training, and performance monitoring.

·        Conduct regular team meetings, performance reviews, and skills development plans.

·        Promote knowledge sharing and continuous learning within the team.

·        Ensures adequate and appropriate human resources are in place to deliver the business objectives.

·        Ensures that resource availability and knowledge is available in critical business cycles.

·        Sets performance objectives for staff, conducts appraisals and initiates EDWs.

·        Draws up action plans to address poor performance.

·        Mentors staff ensuring optimal work/personal life balance is achieved.

·        Manages staff in line with group human resource guidelines.

·        Establishes and keeps up to date a succession plan for the team.

·        Ensure that staff attend regular training to ensure that they meet the requirements for their role and develop their skills.

·        Institutes monthly reporting sessions for team members to track progress and compliance of systems and work done.

·        Arranges for new and existing staff.

·        Drivers License

·        SAP – Employee HR Experience (A must have)

·        PaySpace Experience

·        People Management