About the role

The ICT Officer, Business Systems safeguards and continuously improves the technology backbone of the company’s operations. The role owns day-to-day IT infrastructure and end-user support, administers and optimizes the company’s IT systems, ensures the integrity, security and usefulness of business data, and champions the practical adoption of AI-enabled tools to improve production efficiency, reporting speed and decision-making across the plant.

Responsibilities

IT Systems Support and Infrastructure

• Install, configure and maintain servers, network infrastructure, workstations, printers and production-floor terminals across the plant and offices.
• Monitor system performance, uptime and capacity; proactively resolve issues before they disrupt production or business operations.
• Manage backups, disaster recovery procedures and business continuity plans for all critical systems.
• Administer user accounts, access rights and IT asset inventory (hardware and software licensing).
• Implement and maintain cybersecurity controls: antivirus/endpoint protection, firewalls, patching, and staff awareness to protect company and customer data.
• Liaise with and manage external IT vendors, internet/telecom providers and hardware suppliers, including SLA and contract oversight.

ERP Management

• Serve as the company’s ERP system administrator/super-user.
• Configure workflows, user roles and permissions; maintain master data (materials, customers, vendors, chart of accounts) for accuracy and consistency.
• Troubleshoot ERP issues, coordinate fixes with the vendor/implementation partner, and manage upgrades, patches and module rollouts.
• Train and support end-users across departments on correct and effective ERP use.
• Identify opportunities to automate manual processes within the ERP and integrate them with other business systems.

Data Management and Reporting

• Own the integrity, security and governance of company data held in the ERP and related systems, including regular data quality audits.
• Design and maintain dashboards and reports for production, sales, inventory, finance and management use.
• Support management with ad hoc data extraction and analysis for decision-making, budgeting and board/investor reporting.
• Ensure data handling complies with the Kenya Data Protection Act, 2019, and internal information-security policy.

IT Support (Service Desk)

• Provide first- and second-line technical support to all staff, logging, prioritizing and resolving tickets within agreed service levels.
• Support production-critical systems with urgency given their impact on plant uptime.
• Develop and maintain simple user guides/SOPs to reduce repeat support requests and build staff self-sufficiency.

AI Enablement and Digital Innovation

• Identify, pilot and roll out practical AI-enabled tools to speed up reporting, document drafting, data analysis and routine IT tasks.
• Support the evaluation of AI/ML use cases relevant to company operations for example demand forecasting, predictive maintenance alerts, production-quality anomaly detection, and inventory/procurement optimization, working with vendors or the ERP provider where specialist implementation is required.
• Train and coach staff on the safe, effective and policy-compliant use of AI tools, including data-privacy and confidentiality considerations.
• Keep the Organization informed of relevant, cost-effective AI and automation developments applicable to manufacturing IT operations.

Governance, Compliance and Continuous Improvement

• Maintain IT policies, standard operating procedures and system documentation.
• Support internal/external audits with system access logs, controls evidence and data extracts.
• Recommend and implement continuous-improvement initiatives to system reliability, cost-efficiency and user experience.

Qualifications

Education

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field.
• Relevant professional certifications are an added advantage: ERP-specific certification, ITIL Foundation, CompTIA A+/Network+/Security+, Microsoft/Cisco certifications, or a project management certification (PMP/PRINCE2).

Experience

• At least 4-6 years’ progressive experience in IT systems support, with a minimum of 2–3 years directly administering an ERP system.
• Prior experience in a manufacturing, FMCG, industrial or plant-based environment strongly preferred, given the operational and production-system context.
• Demonstrated experience using or piloting AI-enabled tools in a business setting.
• Experience managing IT vendors, service providers and small-scale system implementation or upgrade projects.

• Install, configure and maintain servers, network infrastructure, workstations, printers and production-floor terminals across the plant and offices.
• Monitor system performance, uptime and capacity; proactively resolve issues before they disrupt production or business operations.
• Manage backups, disaster recovery procedures and business continuity plans for all critical systems.
• Administer user accounts, access rights and IT asset inventory (hardware and software licensing).
• Implement and maintain cybersecurity controls: antivirus/endpoint protection, firewalls, patching, and staff awareness to protect company and customer data.
• Liaise with and manage external IT vendors, internet/telecom providers and hardware suppliers, including SLA and contract oversight.
• Serve as the company’s ERP system administrator/super-user.
• Configure workflows, user roles and permissions; maintain master data (materials, customers, vendors, chart of accounts) for accuracy and consistency.
• Troubleshoot ERP issues, coordinate fixes with the vendor/implementation partner, and manage upgrades, patches and module rollouts.
• Train and support end-users across departments on correct and effective ERP use.
• Identify opportunities to automate manual processes within the ERP and integrate them with other business systems.
• Own the integrity, security and governance of company data held in the ERP and related systems, including regular data quality audits.
• Design and maintain dashboards and reports for production, sales, inventory, finance and management use.
• Support management with ad hoc data extraction and analysis for decision-making, budgeting and board/investor reporting.
• Ensure data handling complies with the Kenya Data Protection Act, 2019, and internal information-security policy.
• Provide first- and second-line technical support to all staff, logging, prioritizing and resolving tickets within agreed service levels.
• Support production-critical systems with urgency given their impact on plant uptime.
• Develop and maintain simple user guides/SOPs to reduce repeat support requests and build staff self-sufficiency.
• Identify, pilot and roll out practical AI-enabled tools to speed up reporting, document drafting, data analysis and routine IT tasks.
• Support the evaluation of AI/ML use cases relevant to company operations for example demand forecasting, predictive maintenance alerts, production-quality anomaly detection, and inventory/procurement optimization, working with vendors or the ERP provider where specialist implementation is required.
• Train and coach staff on the safe, effective and policy-compliant use of AI tools, including data-privacy and confidentiality considerations.
• Keep the Organization informed of relevant, cost-effective AI and automation developments applicable to manufacturing IT operations.
• Maintain IT policies, standard operating procedures and system documentation.
• Support internal/external audits with system access logs, controls evidence and data extracts.
• Recommend and implement continuous-improvement initiatives to system reliability, cost-efficiency and user experience.

• ERP system administration
• IT infrastructure management
• Network administration
• Cybersecurity controls
• Data management and governance
• Reporting and dashboard design
• Technical support
• AI-enabled tools implementation
• Vendor management
• Project management

• Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field.
• Relevant professional certifications are an added advantage: ERP-specific certification, ITIL Foundation, CompTIA A+/Network+/Security+, Microsoft/Cisco certifications, or a project management certification (PMP/PRINCE2).