Vacancy title:
SD Specialist

[Type: FULL_TIME, Industry: Finance, Category: Computer & IT]

Jobs at:
Mogo

Deadline of this Job:
Thursday, July 17 2025

Duty Station:
kampala | Kampala | Uganda

Summary
Date Posted: Tuesday, July 1 2025, Base Salary: Not Disclosed

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JOB DETAILS:

RESPONSIBILITIES:

Ticket Management:

• Monitor and manage incoming service desk tickets in Jira.
• Categorize, prioritize, and resolve tickets based on SLA.
• Update tickets with accurate troubleshooting steps, resolutions, and status changes.

Technical Investigation & Support:

• Execute SQL/database queries to support troubleshooting and data validation.
• Provide first-level and intermediate support for ERP-related issues.
• Collaborate with users to gather clear issue descriptions and context.

Bug Reporting & Escalation:

• Identify potential system defects and escalate to development teams with clearly documented bug reports.
• Track progress of escalated issues and keep stakeholders informed.

Documentation:

• Maintain accurate records of known issues, resolutions, and standard operating procedures.
• Contribute to the internal knowledge base and support documentation.

Stakeholder Communication:

• Provide regular updates to requesters and teams on issue status.
• Coordinate with developers, QA, and infrastructure teams for resolution of complex issues.

QUALIFICATIONS:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 2+ years in a technical support, service desk, or application support role.
• Proficient in Jira (or other ticketing systems).
• Working knowledge of relational databases and SQL for troubleshooting.
• Familiarity with ERP systems (e.g., Odoo, SAP, Dynamics) is a strong advantage.
• Strong problem-solving, documentation, and communication skills.
• Ability to prioritize and handle multiple tasks in a high-pressure environment.

Work Hours: 8

Experience in Months: 24

Level of Education: bachelor degree

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