Kanyemba Moombe
Lusaka
Summary
Skilled Support Analyst with background in diagnosing and resolving complex technical issues while ensuring high levels of customer satisfaction. Strengths include superb analytical skills, ability to work under pressure, and commitment to improving operational efficiency. Previous role involved streamlining support processes, driving customer satisfaction improvements, and fostering team collaboration.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Acting Developer ERP
National Pension Scheme Authority
Lusaka
12.2024 - Current
- Work in liaison with the project team to gather business requirements
- Analysing system development requirements as presented by the BAS members in conjunction with business users, in order to ensure the developed ERP system is responsive to the needs of the business
- Participate in the development of the ERP system to ensure the system meets the set timelines and quality standards
- Conduct development for all in-house flagged changes as per Change Advisory Board process, in order to ensure the ERP system supports the operations of the business, and to enhance responsiveness to business changes
- Implement existing and emerging technologies seeking innovative solutions to common problems at system level
- Provide second line support for all ERP related queries coming through the IT service desk
ICT Support Analyst
National Pension Scheme Authority
Lusaka
10.2018 - 12.2024
- Support the development of the system to ensure the system meets the set timelines and quality standards
- Assisted in handling customer queries related to data management, ensuring timely resolution in line with service delivery objectives
- Produced detailed reports on data accuracy, processing timelines, and system performance to support decision-making
- Worked with internal teams to ensure all records adhered to compliance requirements, reducing discrepancies in customer data
- Identified inefficiencies in data entry and processing workflows and suggested improvements for better accuracy and turnaround time
- Support development for all in-house flagged changes as per the Change Advisory Board process, in order to ensure the system supports the operations of the business, and to enhance responsiveness to business changes
- Participate in the functional aspect of core application systems implementation
- Complete system unit tests for all development work done, and provide sign-off to the testing team in line with the Authority's Software Development Lifecycle (SDLC)
- Facilitate handovers from external consultants on all developments and the Projects Team to ensure the systems developed are implemented appropriately for business efficiency
- Regularly share the work advancement with the manager
- Logging and processing support calls
- Planning and undertaking scheduled maintenance upgrades
- Address the IT-related queries and provide user training authority-wide
- Perform tests on all enhancements, ensure resolution for all business systems, and analyse all existing systems
- Provide end-user support for all applications, assist in resolving all issues in programs, and provide upgrades and enhancements to various functional projects
Data Entry Clerk
National Pension Scheme Authority
Lusaka
02.2011 - 09.2018
- Entering customer and account data from source documents within time limits
- Compiling, verifying accuracy, and sorting information to prepare source data for computer entry
- Reviewing data for deficiencies or errors, correcting any incompatibilities, and checking output
- Respond to client inquiries regarding registration procedures, and provide exceptional customer service
- Collaborate with team members to streamline registration workflows, and improve efficiency
- Contribute to the development of training materials for new registration processes
Education
Bachelor of Science - Bachelor in IT-Security
SWISS MANAGEMENT CENTER (SMC)
Ruessenstrasse, Switzerland12.2022
Diploma - Management of Information System
National Institute of Public Administration
Lusaka, Zambia08.2005
High School Certificate -
Arakan Secondary School
Lusaka, Zambia12.2002
Skills
- Cultural awareness
- Teamwork and collaboration
- Flexible and adaptable
- Analytical
- Data management
- Multitasking Abilities
- Verbal communication
- Maintenance & repair
- Clerical support
- Calm under pressure
Certification
ITIL 4 Foundation, 2023
Accomplishments
- Customer Service Recognition Award (National Pension Scheme Authority)
- ICARE Star Award (National Pension Scheme Authority)
References
- Dominic Manayame, National Pension Scheme Authority, +260 977814929, manyamed@napsa.co.zm
- Mathew Mvula, National Pension Scheme Authority, +260 966003831, mvulam@napsa.co.zm
- Mwaka Nachalwe, National Pension Scheme Authority, +260 979443757, nachalwem@napsa.co.zm
Languages
- Tonga
- English
Timeline
Acting Developer ERP
National Pension Scheme Authority
12.2024 - Current
ICT Support Analyst
National Pension Scheme Authority
10.2018 - 12.2024
Data Entry Clerk
National Pension Scheme Authority
02.2011 - 09.2018
Bachelor of Science - Bachelor in IT-Security
SWISS MANAGEMENT CENTER (SMC)
Diploma - Management of Information System
National Institute of Public Administration
High School Certificate -
Arakan Secondary School
Similar Profiles
Misheck MusondaMisheck Musonda
Senior Accounts Management Officer Claims at National Pension Scheme AuthoritySenior Accounts Management Officer Claims at National Pension Scheme Authority
Nthanzi LunguNthanzi Lungu
Claims Clerk at National Pension Scheme Authority (NAPSA)Claims Clerk at National Pension Scheme Authority (NAPSA)
Butler Kwalela SililoButler Kwalela Sililo
Contributions Officer - Secondment to KYC Unit at National Pension Scheme AuthorityContributions Officer - Secondment to KYC Unit at National Pension Scheme Authority