Consumer Systems Administrator

Established in 2001, RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google – the best-rated ISP in South Africa. We are extremely proud of winning KFM’s Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer’s experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.

Our Products and Services:

• 
  Fibre-to-the-Home (FTTH)
• 
  Fibre-to-the-Business (FTTB)
• 
  Enterprise connectivity
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  Mobile connectivity and data management
• 
  Cloud infrastructure and more!

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.

Our values:

• 
  We Build Trust and Ownership
• 
  We Honour & Respect People
• 
  We Cultivate Passion & Creativity
• 
  We Innovate Feverishly
• 
  We Go the Extra Mile
• 
  We Believe in Humility
• 
  We Communicate Openly & Honestly
• 
  We Make it Fun
• 
  We Teach, Grow & Learn
• 
  We Do More, With Less

Where will the successful candidate fit in?

The Consumer Automation team is hiring a Consumer Support Systems Administrator to design, configure, and continuously improve the systems and automations that support customer-facing and operational teams.

The role focuses on using the Zoho One ecosystem and related platforms to streamline internal processes, reduce manual work, improve data visibility, and ensure reliable system performance. This includes building practical automations, refining operational workflows, supporting integrations between systems, and maintaining a stable and scalable systems environment.

This role blends platform configuration, low-code automation, operational process improvement, and practical problem solving. The successful candidate will collaborate with stakeholders to understand operational challenges, translate requirements into system solutions, and ensure strong adoption of system improvements across teams.

The focus is on delivering reliable workflows, scalable automation, and measurable operational improvements that enhance both internal productivity and customer experience.

Key Objectives

System Automation & Workflow Optimization

Design, configure, and maintain automation solutions across Zoho One applications (such as Zoho Desk, Zoho CRM, Zoho Flow, Zoho Creator, Zoho Forms, Zoho SalesIQ, and Zoho Analytics) to reduce manual effort and improve operational efficiency.

Process Design & Improvement

Work with operational teams to understand workflows, identify inefficiencies, and implement improved system processes that support scalability and consistency.

System Configuration & Administration

Configure system structures including fields, layouts, permissions, routing logic, templates, roles, and access management to support operational requirements while maintaining system governance.

Reporting & Operational Visibility

Develop dashboards and reports that provide meaningful insights into operational performance, system usage, and workflow effectiveness.

System Monitoring & Stability

Monitor system performance, automation reliability, and workflow outputs to ensure solutions remain accurate, stable, and aligned with business needs.

Incident Management & Troubleshooting

Investigate and resolve system issues, automation failures, or integration problems through structured root cause analysis and preventative improvements.

Integrations & Systems Connectivity

Support integrations between Zoho applications, internal systems, and third-party platforms using low-code connectors, APIs, and webhook concepts where required.

User Training & Adoption

Provide training, guidance, and documentation to support effective use of systems and new automations, ensuring strong adoption across operational teams.

Vendor & Platform Coordination

Engage with Zoho and other technology vendors to resolve issues, coordinate system updates, and maintain platform reliability.

Documentation & Knowledge Management

Maintain clear documentation of workflows, automations, system configurations, and operational processes.

Continuous Improvement

Regularly evaluate systems and workflows to identify opportunities for automation, efficiency improvements, and innovation.

Key Performance Indicators (KPIs)

System Reliability & Uptime

Maintain system availability and stability across support systems, targeting 99.5% uptime for core platforms.

Automation & Efficiency Improvements

Design and implement automation initiatives that measurably reduce manual work and improve operational efficiency.

System Performance & Monitoring

Ensure deployed automations and system solutions maintain 90% accuracy and functionality.

Incident Resolution

Resolve system-related incidents within defined service levels and implement preventative measures to reduce recurrence.

Root Cause Analysis & Prevention

Identify underlying causes of system failures or workflow issues and implement improvements to prevent repeat incidents.

Reporting & Visibility

Deliver meaningful operational dashboards and reports that support data-driven decision-making.

Vendor Coordination

Work effectively with platform vendors to resolve technical issues and maintain system performance.

User Access Management

Ensure accurate and secure management of user access, permissions, and system roles.

Documentation Standards

Maintain updated documentation for system configurations, workflows, and operational processes.

User Training & Adoption

Deliver effective training and support that drives successful adoption of new features and system improvements.

User Feedback & Experience

Continuously collect and act on user feedback to improve system usability and operational efficiency.

Cross-Team Collaboration

Work effectively with operational and technical teams to support business workflows and deliver system improvements.

Continuous Improvement & Innovation

Proactively identify opportunities to enhance workflows, automate processes, and improve system capabilities.

Requirements

• Hands-on experience administering or configuring business systems, ideally within the Zoho ecosystem.
• Strong experience designing and implementing low-code automation workflows (Zoho Flow or similar platforms).
• Solid understanding of operational workflow design and process mapping.
• Experience configuring system components such as forms, fields, workflows, rules, templates, and routing logic.
• Ability to troubleshoot system issues, automation failures, and integration challenges effectively.
• Familiarity with integration concepts including APIs, webhooks, authentication, and data mapping.
• Strong communication and stakeholder engagement skills.
• Ability to translate operational problems into practical system solutions.

• Experience with Zoho applications such as Zoho CRM, Zoho Desk, Zoho Creator, Zoho Flow, Marketing Automations etc.
• Exposure to telephony or contact centre integrations such as SIP or 3CX.
• Familiarity with different code languages, node js, deluge.
• Familiarity with Zoho reporting and dashboard design.
• Experience working in operational support or service environments.
• AI awareness & openness to apply it where useful.
• Exposure to AI-enabled tools or intelligent automation platforms, and an interest in exploring how AI can support operational workflows, decision support, and process efficiency.
• Curiosity about emerging technologies such as AI-enabled automation and an interest in applying them responsibly to improve operational workflows.

Benefits

• Medical Aid (Discovery)
• Reduced Gap Cover Rates (Turnberry Premier)
• Retirement Annuity Contribution (Allan Gray)
• Medical Insurance (Momentum - Health4Me)
• Discounted Internet Connectivity
• Free Employee Wellness Programme (ICAS)
• Team Buildings
• Exposure to latest industry technologies and standards
• Lastly, a work environment that rivals the very best!