Job Description:

Manages and supports SaaS-based business systems; primarily the Loan Management System (LMS ) ensuring availability, security, and continual improvement aligned with ITIL practices.
Primary duties and responsibilities:
Service Operations & Ticketing
Manage incidents, requests, and changes through Jira Service Management, ensuring SLAs are met.
•    Conduct root cause analysis for recurring issues and document known errors.
•    Escalate and track vendor support tickets until resolution.
•    Provide regular updates on deliverables to the IT Manager and CTO.
Identity & Access Management
•    Administer RBAC across all SaaS systems, ensuring proper provisioning and deactivation of users.
•    Maintain an accurate user access directory and perform periodic access reviews.
•    Support compliance and audit requirements related to identity governance.
Configuration & Release Management
•    Manage system configurations and parameters to align with business needs.
•    Review vendor release notes and coordinate UAT prior to go-live.
•    Collaborate with the Product Operations Engineer to implement improvements and automation.
Vendor & Stakeholder Engagement
•    Act as primary liaison with LMS provider and other SaaS vendors.
•    Monitor vendor SLAs and communicate feature updates or issues to key stakeholders.
•    Stay current with system enhancements and advise on optimal use.
Training, Documentation & Knowledge
•    Prepare and maintain SOPs, configuration documentation, and user guides.
•    Deliver user training sessions on new features and processes.
•    Maintain the IT knowledge base with recurring issues and resolutions.
Compliance, Risk & Security
•    Ensure adherence to ITIL, IT security, and change management policies.
•    Support IT audits, DR tests, and risk assessments.
•    Identify and report risks affecting system performance or data integrity.
General
•    Participate in IT and business improvement projects as assigned.
•    Perform other related duties as required. 
Professional Qualification Requirements: 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements that follow are representative of knowledge, skills and/or abilities required. 

Education

Bachelors Degree preferred. Min of Associates (with experience)

Work Experience
Four years’ experience in application management and/or systems administration.
(Equivalent combination of education with work experience will be considered.)

Knowledge/Skills/Abilities

•    Knowledge of business process flows & process change management.
•    Effective communication and written skill to explain business processes and prepare SOPs.
•    Analytical and understands how to record requirements and use cases.
•    Ability to meet deadlines.
•    Ability to work independently and take initiative to solve problems
•    Ability to use judgment when dealing with confidential information
•    Good communication skills, both verbal and written
•    Sound understanding of the prime business processes and operation of the core business systems

Attitude and Behaviours
•    Self-motivated.
•    Self-disciplined.
•    Confidential and discrete.
•    Detail oriented
•    Honest 
•    Trustworthy
•    Sound work ethics.

Working Environment:
The system administrator lead will be equipped with standard office equipment (e.g., desk, computer, printer, calculator, etc.). The office area will be at an average temperature and will have a low to moderate noise level. The system administrator is required to work a minimum of 40 hours per week Monday to Friday and will primarily be stationed the CRNCY Headquarters in Belize City.