About the Organization:
Safaricom Ethiopia is a purpose-led technology company committed to driving Ethiopia’s digital transformation. In less than four years, Safaricom Ethiopia has reached over 10 million customers, covering 55% of the population, offering digital connectivity and inclusive financial services. The company is recognized for its innovative solutions, strong partnerships, and bold vision.
Safaricom Ethiopia emphasizes values such as customer obsession, innovation, integrity, and collaboration. The company has earned the Top Employer Award for two consecutive years, reflecting its dedication to creating an empowering, dynamic, and inclusive workplace. Employees are encouraged to grow professionally while making a meaningful impact on Ethiopia’s digital landscape. Women and underrepresented groups are strongly encouraged to apply.
Job Description:
The Platform Delivery Support Specialist is responsible for providing technical and operational support for Sales and Distribution (SnD) systems, ensuring smooth platform performance and supporting delivery of new requirements. This role is vital in enhancing user experience, operational efficiency, and digital product adoption.
Key responsibilities include:
- Providing help desk assistance and technical support for all types of issues affecting SnD platform end users.
- Conducting training sessions and workshops on newly delivered platforms and digital products for end users.
- Documenting operational problems and following up with technology teams, vendors, and users to ensure timely resolution.
- Creating, managing, and analyzing system-based data reports to support sales and distribution teams.
- Eliciting and preparing user requirement specifications that meet business needs.
- Evaluating and monitoring platform performance across Safaricom Ethiopia’s market.
- Supporting digital product launches at operational sites.
- Establishing and enhancing effective technical support processes and proactively addressing recurring technical issues.
- Advocating for solutions by providing input based on business requirements, user experience, market research, and usage data.
- Performing and supporting user acceptance testing (UAT) and documentation activities.
Key Performance Indicators:
- Development velocity and platform delivery efficiency.
- Self-motivation and initiative in resolving issues.
- Team coherence and collaboration with functional and technical teams.
Core Competencies, Knowledge, and Experience:
- Basic IT support and troubleshooting.
- Familiarity with Sales and Distribution platforms.
- Channel sales support and customer service orientation.
- Strong communication, decision-making, and attention to detail.
- Ability to work under pressure and manage multiple tasks efficiently.
Educational Qualification:
- Degree in Computer Science, Information Technology, or related field from a recognized university.
Work Experience:
- Minimum of 2 years of experience in a technical or operational support environment.
- Experience assisting end users with web and mobile applications.
- Knowledge of SQL and experience handling large, unstructured data sets.
- Experience preparing functional requirement specifications and diagramming processes.
- Strong software development knowledge.
- Experience creating end-to-end user documentation plans and managing content lifecycle.
Desired Skills (Optional but Advantageous):
- Development skills in Java, C, and knowledge of HTML, JavaScript, XML, J2EE.
- Experience with troubleshooting tools.
- Familiarity with Agile software development methodologies.
Job Location:
Addis Ababa, Ethiopia
Employment Type and Salary:
- Full-time position.
- Competitive salary and benefits aligned with industry standards.
Professional Growth Opportunities:
- This role offers extensive professional development opportunities, allowing you to lead technical support initiatives, influence platform delivery strategies, and contribute to digital product adoption.
- Exposure to cross-functional teams, vendors, and operational stakeholders enables skill enhancement in IT support, system analysis, data reporting, and project management.
- Employees gain experience in launching digital products, improving user experience, and optimizing Sales and Distribution operations.
Encouragement for Diversity:
Safaricom Ethiopia is committed to inclusion and diversity, strongly encouraging women and underrepresented groups to apply. The company offers a supportive environment for personal growth, professional development, and meaningful impact.
How to Apply:
Interested candidates should create or update their profile on the Safaricom Ethiopia recruitment portal and submit their application via the following link:
Apply Here
- Attach your resume; no scanned certificates or additional attachments are required.
- Only shortlisted candidates will be contacted.
- Application Deadline: March 25, 2026.
Impact and Career Development:
Joining Safaricom Ethiopia as a Platform Delivery Support Specialist means playing a critical role in enabling efficient Sales and Distribution platform operations and supporting the delivery of innovative digital products. Your contributions will directly influence customer satisfaction, operational efficiency, and overall digital transformation efforts. This role is ideal for professionals seeking to advance their career in IT support, system delivery, and digital operations within a purpose-driven, innovative, and inclusive environment.