• Bachelor's degree in Information Technology, Computer Science, or related field
• 3+ years of experience in IT coordination or similar role
• Strong understanding of IT infrastructure, networks, and business applications
• Experience with business intelligence tools and report development
• Demonstrated ability to provide effective technical support
• Excellent project management skills with experience leading cross-functional initiatives
• Proven vendor management experience
• Outstanding communication and interpersonal skills
• Strong problem-solving abilities and attention to detail•
• Experience with change management and process improvement
• Knowledge of IT security best practices
• Experience in a similar-sized organization working with outsourced IT services
• Proficiency in SQL and data analysis
• Experience with major BI platforms (Power BI, Tableau, etc.)
• FMCG experience would be added as an advantage.

User Support
• Serve as the first point of contact for all IT-related issues and requests
• Provide initial troubleshooting and support for hardware, software, and network issues
• Escalate complex technical issues to appropriate external support partners
• Maintain help desk ticket system and track issue resolution
• Create and maintain end-user documentation and training materials
Business Intelligence & Reporting
• Develop and maintain business intelligence reports to support operational decision-making
• Work with business users to understand reporting requirements and data needs
• Create and modify reports using BI tools to meet business user specifications
• Ensure data accuracy and integrity in reporting
• Train users on accessing and interpreting reports
Vendor Management
• Coordinate with outsourced IT partners for network administration, server maintenance, and desktop support services
• Manage relationships with printer leasing companies, ensuring maintenance schedules are met and issues are resolved promptly
• Liaise with software vendors for system upgrades, maintenance, and new implementations
• Monitor vendor performance and SLA compliance
• Review and process vendor invoices and maintain relevant documentation
Project Management
• Lead technology initiatives from conception to implementation, working closely with business units to understand requirements
• Coordinate software upgrades and new system deployments with external vendors
• Develop project timelines, manage resources, and track progress
• Identify and mitigate potential risks and issues
• Ensure proper documentation of all projects and system changes
Business Operations Support
• Partner with operations teams to identify opportunities for process improvement through technology
• Gather and document business requirements for new technology initiatives
• Coordinate end-user training for new systems and processes
• Maintain IT asset inventory and manage technology procurement
Communication
• Act as the primary liaison between external technology partners and internal stakeholders
• Facilitate regular meetings with vendors and business units
• Create and maintain documentation for IT processes and procedures
• Provide regular updates to management on IT projects and operations