IT Solutions Assistant, SC5

Education:

• Completion of secondary school education. A post-secondary certificate in the related functional area is desirable. A university degree in Computer Science or Information Systems is desirable
  
• Certifications in Project Management frameworks or methodologies desirable.
  

Language:

• Fluency in both oral and written communication in English. Fluency (level C) or intermediate knowledge (level B) of another official language desirable.
  

• Support end-to-end delivery of IT solutions by coordinating workplans, timelines, dependencies, and stakeholders across CO & Global HQ teams.
  
• Translate business needs into clear user stories, acceptance criteria, and rollout requirements in collaboration with process owners and technical teams.
  
• Develop and maintain project documentation (scope, RAID logs, rollout plans, cutover checklists, and communications) to support controlled implementation.
  
• Coordinate solution configuration and automation development (Microsoft 365/Power Platform and approved systems) to meet agreed scope, quality, and schedule.
  
• Plan and execute solution rollout activities, including pilot deployments, phased releases, and production cutovers, ensuring business continuity and minimal disruption.
  
• Ensure releases comply with TEC engagement processes, data protection requirements, and architectural guardrails; coordinate change approvals and release communications.
  
• Lead end-user validation by coordinating test plans, UAT sessions, defect triage, and go/no-go readiness assessments with stakeholders.
  
• Execute change management activities (stakeholder mapping, impact assessments, comms packs, and change champions) to support smooth transition to new ways of working.
  
• Develop and deliver role-based enablement (job aids, quick reference guides, FAQs) and support user training sessions in coordination with business owners.
  
• Ensure post-go-live hypercare, coordinate incident/defect resolution with ITSM, and manage escalations to restore service quickly.
  
• Monitor usage and adoption metrics, gather user feedback, and identify enhancements to improve user experience, performance, and compliance.
  
• Provide regular status updates and implementation reporting to stakeholders, highlighting progress, risks, decisions required, and next steps.