ICT Officer- Business Systems

Responsibilities

IT Systems Support and Infrastructure

Install, configure and maintain servers, network infrastructure, workstations, printers and production-floor terminals across the plant and offices.

Monitor system performance, uptime and capacity; proactively resolve issues before they disrupt production or business operations.

Manage backups, disaster recovery procedures and business continuity plans for all critical systems.

Administer user accounts, access rights and IT asset inventory (hardware and software licensing).

Implement and maintain cybersecurity controls: antivirus/endpoint protection, firewalls, patching, and staff awareness to protect company and customer data.

Liaise with and manage external IT vendors, internet/telecom providers and hardware suppliers, including SLA and contract oversight.

ERP Management

Serve as the company’s ERP system administrator/super-user.

Configure workflows, user roles and permissions; maintain master data (materials, customers, vendors, chart of accounts) for accuracy and consistency.

Troubleshoot ERP issues, coordinate fixes with the vendor/implementation partner, and manage upgrades, patches and module rollouts.

Train and support end-users across departments on correct and effective ERP use.

Identify opportunities to automate manual processes within the ERP and integrate them with other business systems.

Data Management and Reporting

Own the integrity, security and governance of company data held in the ERP and related systems, including regular data quality audits.

Design and maintain dashboards and reports for production, sales, inventory, finance and management use.

Support management with ad hoc data extraction and analysis for decision-making, budgeting and board/investor reporting.

Ensure data handling complies with the Kenya Data Protection Act, 2019, and internal information-security policy.

IT Support (Service Desk)

Provide first- and second-line technical support to all staff, logging, prioritizing and resolving tickets within agreed service levels.

Support production-critical systems with urgency given their impact on plant uptime.

Develop and maintain simple user guides/SOPs to reduce repeat support requests and build staff self-sufficiency.

AI Enablement and Digital Innovation

Identify, pilot and roll out practical AI-enabled tools to speed up reporting, document drafting, data analysis and routine IT tasks.

Support the evaluation of AI/ML use cases relevant to company operations for example demand forecasting, predictive maintenance alerts, production-quality anomaly detection, and inventory/procurement optimization, working with vendors or the ERP provider where specialist implementation is required.

Train and coach staff on the safe, effective and policy-compliant use of AI tools, including data-privacy and confidentiality considerations.

Keep the Organization informed of relevant, cost-effective AI and automation developments applicable to manufacturing IT operations.

Governance, Compliance and Continuous Improvement

Maintain IT policies, standard operating procedures and system documentation.

Support internal/external audits with system access logs, controls evidence and data extracts.

Recommend and implement continuous-improvement initiatives to system reliability, cost-efficiency and user experience.

Qualifications

Education

Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field.

Relevant professional certifications are an added advantage: ERP-specific certification, ITIL Foundation, CompTIA A+/Network+/Security+, Microsoft/Cisco certifications, or a project management certification (PMP/PRINCE2).

Experience

At least 4-6 years’ progressive experience in IT systems support, with a minimum of 2–3 years directly administering an ERP system.

Prior experience in a manufacturing, FMCG, industrial or plant-based environment strongly preferred, given the operational and production-system context.

Demonstrated experience using or piloting AI-enabled tools in a business setting.

Experience managing IT vendors, service providers and small-scale system implementation or upgrade projects.