SaaS Implementation Lead

We are looking for a selfdriven candidate to join our growing team of software whisperers. You should ideally have strong analytical skills a passion for problem solving and an ability to grasp new concepts. Your position will be analysing business processes with the intent to automate as much of them as possible using SaaS products.You will be implementing solutions across a broad range of industries and verticals which will require you to keep on top of multiple projects of varying complexity. You ll be required to engage with various stakeholders including but not limited to Sales Representatives Implementation Project Leads Customer Success Managers and end Customers. The depth of technical ability will vary from project to project and the ideal candidate must possess an aptitude for learning new technologies and approaches to problem solving.

Responsibilities include:

Analyse user requirements/business processes and provide advice on how a SaaS product can be used to meet user requirements

Develop and analyse functional specifications to meet business and technology needs.

Engage with clients and sales staff prior to full project implementation in the form of software trial setup and proof of concept customisation.

Configure and tune the software train users and provide support to the customer during acceptance testing through Go Live and post Go Live until handover to support.

Provide first level remote support on the use of the solution to customers within the terms of any contractual agreements.

Create specification documentation on behalf of customers where system customisation is required.

Assist the Project Manager in creation and review of project documentation.

Obtain best possible customer satisfaction ratings which are gathered post project sign off.

Manage time effectively and account for all available time to ensure customers are invoiced for chargeable activities.

Ensure deadline and budget requirements are met

Research and monitor technology trends and their application in providing solutions to clients. Continuously look to improve skillset through provided training online selflearning and certifications.

Travel locally and nationally and at times internationally meet and engage with customers via phone email messaging remote sessions and onsite meeting.

Requirements

A diploma or bachelor s degree in information systems or related field is preferred but not compulsory.

Minimum 2 years experience in the use of a SaaS business productivity applications (Zoho Salesforce Office 365 Gsuite etc) should the candidate not have a tertiary qualification.

A basic understanding of relational database systems (i.e. SQL)

A basic understanding of how web and mobile applications work.

Ability to work individually and in a team environment.

Excellent verbal and written communication skills.

Excellent troubleshooting skills and problemsolving ability.

Ability to manage multiple initiatives and projects simultaneously

Selfmotivated and takes initiative.

A structured and methodical approach when executing all tasks and projects.

Being proactive when encountering project delays and problematic client engagements.

Not easily upset frustrated or flustered.

Love of learning and teaching.

Requirements: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience). A MCSE / MCSA or related IT qualification A minimum of three years' experience in a related retail environment. Proven experience in providing technical support in a professional setting. Strong knowledge of computer hardware, operating systems (Windows, macOS, Linux), and office productivity software (Microsoft Office, G Suite). Familiarity with network protocols, configurations, and troubleshooting (TCP/IP, DNS, DHCP). Experience with remote support tools and troubleshooting methodologies. Excellent problem-solving and communication skills. Ability to work independently and prioritize tasks effectively. Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cisco Certified Network Associate (CCNA) are a plus. Applied experience in the following platforms will be advantageous (Google Workspace, ClickUP, Slack, Zoho One Suit, Xero, Microsoft Azure, CIN7) Note: The job description provided above is a general outline of typical responsibilities and requirements for an IT Support Engineer. Actual job descriptions may vary depending on the organization and specific job requirements.