Applications Specialist - Customer Experience Systems at KCB Bank Kenya

Job Description


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


Education


Bachelor's Degree Information Technology, Computer Science, or a related discipline


Professional Qualifications


MOUS/ MCP/ MCSE /MCITP/MCTS/Dynamics 365 certification


Total Minimum No of Years Experience Required


3 Years