MTN GlobalConnect Recruiting Now 2022

Posted on :

31 Jan, 2022

Category :

IT Jobs in Ghana

Mission/Core purpose of the Job

The IT Support & Systems Admin will be responsible for providing IT Support which includes end user 1st line support, application maintenance, systems administration and testing support.

Job Description

Job Title: Engineer: IT Application (CRM)

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

IT Support & Systems Administrator

  • Responsibility to install, configure & maintain MTNGC Digital systems from IT perspective.
  • Haraka based on Salesforce & Enxoo solutions for telco
  • MTNGC systems access
  • Provide access to end-users
  • Unlocking user accounts or resetting passwords due to user forgetfulness
  • Dealing with SSO, two-factor authentication, and certificate problems
  • Office365 integration
  • Homepages configuration
  • Roles & Profiles
  • Notifications (emails, chatters)
  • Provide 1st line support for issues/queries raised by End-Users
  • Undertaking raised tickets and preliminary communication with end users
  • Analyse impact of incidents and provide feedback to affected users or business area
  • Coaching one to one to Sales, Commercial, Technical, Finance and all the relevant functions on their BAU tasks using the MTNGC platforms
  • Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems
  • Ability to resolve/fix issues & perform maintenance changes such as:
  • Standard and Custom objects (fields, layouts, validation rules, etc.),
  • User Interface (custom labelling, tooltips, quick text)
  • New validations & new notifications
  • Changes on DOA matrix (thresholds & responsible approvers)
  • Test in UAT & deploy it in live environment
  • In case the issues cannot be internally fixed
  • Liaise with 2nd & 3rd lines of support to resolve incidents
  • in case of Haraka, 2nd line is Enxoo & 3rd line is Salesforce
  • Escalate to resolve the issues
  • Obtain 2nd & 3rd lines support track progress
  • Produce monthly report on IT Systems support issues, correspondent status, aging & blocking factors
  • Ensure system performance is up to standards => no slowness detected
  • Help users to develop or fine-tune reports so they yield meaningful metrics
  • Support Product Management team to excel their performance while changing/creating new products & price books
  • Data management: perform regular backups & upload data (mainly processed outside system, for instance through emails)
  • Ensure the system is certified by Group Security team

Job Requirements (Education, Experience and Competencies)


  • Minimum 4-year Academic Degree (Engineering/Computer Science)
  • Fluent in English and language of country preferable


  • Minimum of 2 years’ experience
  • Strong IT background in Telco environment
  • Good understanding of the telecommunication industry – especially wholesale carrier services is desirable
  • Salesforce Certified Administrator is a plus
  • Experience on a similar role


  • Ability to work effectively with multiple stakeholders in a multi-cultural environment
  • Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
  • Ability to provide direction and leadership towards multiple business units with the organization
  • Maturity to handle ambiguity and adaptive to dynamic environment
  • Strong technical and analytical skills


  • Regional and international travel
  • Ability to adapt to changing requirements of business and staff members
  • Excellent Interpersonal and technical skills

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