Senior IT Systems Officer

The Senior IT Systems Officer is responsible for supporting, administering, coordinating, and continuously improving ISTC’s IT systems environment. The position combines strong system administration capabilities with practical understanding of organizational systems, including mainly Microsoft Dynamics 365 Business Central (ERP), project management systems, document management systems, web portal solutions, others.

Beyond technical capability, the role requires a genuine service mindset and the ability to make systems understandable and accessible to non-technical colleagues. The Senior IT Systems Officer acts as the primary internal bridge between staff, management, external vendors of IT systems.

2. Reporting

Reports directly to the Executive Director and works closely with all ISTC departments, acting as the primary internal contact for IT-related operational support. Coordinates with all external IT related parties and supervises the in-house IT Department.

3. Duties (Principal Accountabilities)

• Administer, configure, monitor, and maintain ISTC’s IT infrastructure: servers, user systems, network components, access rights, backups, and core operational services.
• Ensure availability, stability, performance, and security of all IT systems.
• Manage user accounts, roles, and permissions in accordance with internal security requirements.
• Support hardware and software lifecycle management, including installation, upgrades, licensing, and inventory.
• Coordinate backup, recovery, and business-continuity procedures for critical systems and data.
• Monitor system performance and identify risks, failures, or capacity limitations proactively.
• Provide timely user support, troubleshooting, and practical guidance to ISTC staff.

Priority accountability during the ongoing transition from legacy systems to the Microsoft ecosystem, in coordination with the external implementation partner.

• Support the administration, configuration, and day-to-day operation of Microsoft Dynamics 365 Business Central.
• Support finance, budgeting, procurement, and operational ERP-related processes in coordination with the management and relevant units.
• Maintain users, roles, access rights, approval settings, and configuration parameters within the ERP environment.
• Support preparation and maintenance of reports, dashboards, and data views required by management and users.
• Coordinate with the ERP implementation and support partner for troubleshooting, updates, and issue resolution.
• Assist users in applying ERP functionalities correctly, and ensure all colleagues receive appropriate training and ongoing support throughout migration and post-go-live phases.

• Support the Project Management system covering workflows, tasks, milestones, deliverables, approvals, and reporting.
• Support the Document Management system: structures, permissions, version control, lifecycle, and workflow-based handling.
• Assist staff in using PM and DMS functionalities correctly and consistently across departments.
• Support configuration of workflows, approval routes, notification logic, and user groups.
• Support reporting and dashboard needs related to projects, documents, and approvals.

• Supervise administration, user access, permissions, and operational support of the Web Portal environment for external and authorized users.
• Coordinate internal staff, developers, and external partners regarding portal support, updates, and enhancements while ensuring compliance with ISTC operational and security requirements and maintaining sufficient understanding to minimize vendor dependency.

• Supervise support and continuity of legacy systems (Lotus Notes/Domino, Scala, Forum).
• Coordinate transition, migration, and documentation activities to ensure controlled migration toward the future integrated environment.

3.6 Institutional Website Management

The ISTC institutional website is a communication asset. Editorial and strategic authority rests with the Communication & Public Affairs function and the Executive Director. The Senior IT Systems Officer holds full technical and operational responsibility and executes all actions accordingly.

• Ensure continuous availability, performance, security, and correct technical operation of the ISTC institutional website.
• Hold full administrative authority over website user access: create, modify, suspend, or revoke back-end accounts and role-based permissions (RBAC) by section and by function, per instructions from Communication, Executive Management, or organizational role changes.
• Coordinate with the external web development provider for technical issues, deployments, security patches, and development work beyond internal CMS scope.
• Maintain documentation of the website’s technical architecture, CMS configuration, hosting, access rights structure, and vendor contacts.

4. Expectations and Qualification Requirements

• Develop and maintain strong practical understanding of ISTC internal processes: project management, finance, procurement, approvals, document flows, and external-user interactions.
• Ensure system support and configuration activities remain aligned with approved ISTC procedures and governance requirements.
• Contribute to documentation of internal procedures and user guidance related to system usage.

• Identify user needs, operational bottlenecks, and improvement opportunities proactively.
• Design and deliver user-friendly training, guidance, and documentation that make complex systems accessible.
• Promote a service-oriented IT culture focused on responsiveness, reliability, and continuous improvement.

• Higher technical education in information technology, computer science, systems administration, or a related field.
• At least 5–7 years of practical experience in system administration, IT infrastructure management, or similar roles.
• Strong knowledge and practical experience with Microsoft technologies and ecosystem solutions, including Microsoft 365, Azure, Power Platform, SharePoint, Power BI, Active Directory, MS Server platforms, or related technologies. Microsoft certifications would be considered an advantage.
• Practical experience with Microsoft Dynamics 365 Business Central, Navision, or a comparable ERP strongly preferred.
• Experience with project management systems, document management systems, and workflow-based platforms.
• Experience administering web portals or CMS platforms, including back-end management, user access rights, and developer coordination.
• Good understanding of cybersecurity fundamentals, data protection, identity and access management, backup procedures, and operational security practices.
• Strong written and spoken English.

5. Required Competencies and Personal Qualities

• Proactive, service-oriented, and responsive person who anticipates needs rather than waits for requests.
• Strong analytical and problem-solving skills and attention to detail.
• Ability to explain technical matters clearly and simply to non-technical colleagues.
• Ability to work independently while coordinating effectively across departments and with external partners.
• Ability to prioritize and manage multiple operational issues simultaneously.
• Constructive attitude toward change, modernization, and continuous improvement.

6. Key Performance Expectations

• Stable, secure, and continuously available IT systems and applications.
• Timely, proactive support to all ISTC users and departments.
• Successful support of the ERP migration through go-live and stabilization, with users fully operational on the new platform.
• Measurable improvement in internal IT support responsiveness and user satisfaction.
• Effective and up-to-date management of the ISTC institutional website in coordination with Communication and management.
• Continuity of legacy systems maintained until replacement or decommissioning is complete