Position Purpose

To support and assist the CAFM Manager in delivering the CAFM services, projects to multiple clients served from Central Helpdesk.

To oversee the CAFM Facilities Technology Strategy & Governance, Business Process Management, Data Management & Database Governance, Reporting & Business Intelligence, System Integration & Architecture, Stakeholder & Client Engagement, Project Management & Change Management & User Enablement.

CAFM Manager is responsible for oversee day-to-day operations, coordinating infrastructure and system support activities, and assisting in the execution of digital transformation initiatives. The role ensures reliable IT service delivery, leads technical teams, and supports strategic planning and project execution under the direction of the IT & Digital Transformation Portfolio Manager.

Role Description

Customer

• Managing IT hardware – related services offered by central helpdesk for multiple projects, including Helpdesk hardware setups, diagnosing, and resolving hardware issues promptly, and optimising system performance.
• Work closely with the CAFM manager and CAFM specialist to architect solutions for new projects and bids.
• Work closely with Serco SME IT and central helpdesk IT on service requests support and incidents reported by the clients.
• Interface with Serco IT SME team of CAFM softwares setup and installations and keep the CAFM system up to speed with latest technologies and upgrades.
• Maintaining central helpdesk hardware and software assets.
• Maintains and administers computer networks and central helpdesk related computing environments.
• Scheduling of reports as and when required.
• Gathering process requirements and designing solution within CAFM environment.
• Managing support and implementation requests and changes on Zoho eServices for multiple projects.

Technical

• Using ITSM for tickets logging and completion.
• Completely commit to ITSM change management fulfilment.
• Install and deploy patch related support to meet the latest Serco SMS compliance and other corporate patch governance requirements.
• Install and configure laptop and printers as per Serco SMS.
• Liaise with vendors and Serco IT team for user domain creation, installation software’s such as Anti-Virus, and Microsoft office, other softwares-related evironment, and for problem resolution.
• Respond to technical support calls by staff or clients through series of actions, either face-to-face or over the phone, whatsApp, or email to help on setup system or resolve issues.
• Managing vendor proviliged access management (VPAM).
• Managing all types of configurations for CAFM software (contract, SLA, PPM plans, stores).
• Managing all support tickets, incidents, and changes through ITSM.
• Torubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Continuesly monitoring and maintain central helpdesk system performance.
• Maintenace of CAFM infrastructure such as web server, database server.
• Monitor and maintain helpdesk.
• Designing reports using Crystal Reports, Concept Reports and MS Power BI.
• Developing SQL/MySQL queries for perfoamnce imporvement, troubleshooting and report creation.
• Desinging Concept Evolution Workflows and edit existing one.
• Updating data to the application database using import tools as well as to the database directly.

Operational Excellence

• Implementation of CAFM system as directed.
• Involved in day-to-day operation of the CAFM system by data entry, upload, download, reporting and data correction.
• To monitor and escalate the data accuracy.
• KPI reporting and escalation monitoring.
• Advanced troubleshooting to provide Level 1 & 2 support.
• To coordinate with client’s IT for Level 3 support.
• Day to day management of CAFM admin and other CAFM operators.
• Data entering into the CAFM system as and when required.
• Implementing the procedures as advised.
• Business continuity and Disaster recovery support.
• Carry out site surveys of asset data quality.
• Testing methodologies and dveloping UAT cases.
• Training end users and coaching stakeholders.
• Design and maintain documention related to product, modules and solutions.
• Ensuring the highest levels of system and infrastructure availability.

People & Culture

• Health checks and sanity checks on the regular interval to ensure the system has the updated user profiles and access rights or any other data.
• Escalate the challenges on time.
• Willingness to work in Shifts on emergency situation if required.
• Flexible to assist with Helpdesk Team as required.

Data Management & Database Governance

• Ensure integrity, consistency, and governance of facilities master data.
• Manage data structures related to assets, locations, work orders, and maintenance history.
• Apply SQL and data validation techniques for troubleshooting and analysis.

Reporting & Business Intelligence

• Design and maintain dashboards, KPIs, and performance reports.
• Support executive reporting with actionable insights.
• Utilize BI tools (e.g., Power BI or equivalent) for data visualization and analytics.

Stakeholder & Client Engagement

• Lead workshops, requirement-gathering sessions, and solution design discussions.
• Act as primary interface between business users, IT teams, and vendors.
• Present system solutions and performance insights to senior stakeholders.

Digital Transformation Support

• Support the planning and execution of digital transformation initiatives and technology enhancements.
• Assist in evaluating emerging technologies and preparing business cases for adoption.
• Coordinate integration of new digital tools, applications, and automation solutions.
• Collaborate with project teams on process improvements and innovation strategies.

Knowledge

• Proven knowledge of Concept Evolution configurations and setup.
• A dynamic, high-energy individual who can support several groups/sections within the organization.
• SQL database querying and administrator.
• Able to prepare basic reports.
• Proven problem-solving skills.
• Verbal and written communication skills in English language.
• Creating presentations for clients.
• Knowledge of Maximo is a plus.
• Knowledge of Zoho creator is a plus.
• Basic knowledge of any of the following programming languages is a plus (Zoho deluge, C++, .net, Java, HTML, JavaScript, PHP, XML).
• Able to create workflow diagram/chart using MS Visio.
• Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.

Ad Hoc Responsibilities

• Perform additional responsibilities as assigned by the CAFM Manager.
• Support emergency and after-hours response for critical incidents when required.
• Carry out additional responsibilities as required to support department and organizational needs.

Team & User Support

• Provide technical guidance to junior staff and act as escalation point for complex cases.
• Assist in creating training materials and conduct training for end users or internal teams.

HSE Job Responsibilities

• To comply with the organization’s QHSE policies and procedures at all times.
• To work safely at all times and to report all hazards and incidents to Departmental Supervisors/Managers.
• To actively participate in all QHSE training, programs, audits and inspections when required and, as necessary.
• To exercise a personal duty of care for their own health, safety and welfare and to that of others.
• To lead by example and ensure to protect the environment by conservation of electricity, water and other natural resources, and minimizing generation of waste.

Knowledge, Skills, and Experience

Essential

• Four (4) years minimum experience as a user of any CAFM application with enhanced technical skills to manage CAFM modification and creation requests.
• Two (2) years minimum experience in Facility Management particularly in FSI Concept Evolution System.
• Previous experience in any CAFM system and good understanding of CAFM workflow.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.

Behavioral Competencies / Attributes

• Strategic Thinking
• Leadership and Team Development
• Customer Focus
• Business Acumen
• Stakeholder Management
• Innovation and Continuous Improvement
• Decision Making
• Problem Solving
• Negotiation and Influencing Skills
• Change Management
• Results Orientation
• Collaboration and Teamwork
• Accountability
• Communication and Presentation Skills
• Adaptability and Resilience