IT Business Consultant Retail, Customer Services

Mercedes-Benz South Africa Ltd

Pretoria, MBSA Place, 210 Aramist Avenue, South Africa (On-site)

Job Type Full-time

Experience Mid-level

Posted 1 month ago

On-site Mid-level Level

Position Overview

To provide dedicated operational business consulting support for the Retail IT landscape across Customer Services, Retail and Parts & Logistics, ensuring stable day-to-day service delivery, effective dealer support, coordinated issue resolution and successful execution of small enhancements, testing, training and operational projects.

This role supports the maintenance, improvement and operational adoption of relevant MBSA retail applications, dealer-facing systems and integrated business processes, with a strong focus on customer orientation, service continuity, governance and business value delivery. The incumbent will work closely with the Tech Manager, internal IT teams, external suppliers, dealer stakeholders and business users to ensure operational stability, timely communication and sustainable support across the Retail IT environment.

Main Tasks

Retail Operations Support: Provide day-to-day support coordination for retail business operations, dealer queries and operational support topics across Retail, Customer Services and Parts & Logistics.
Dealer Operational Support: Coordinate dealer support activities, dealer communication, operational readiness, dealer validation and issue follow-up for retail systems and transformation activities.
DMS Operational Support: Support DMS operational activities, user queries, application integration support and troubleshooting, vendor follow-up, dealer validation, sign-off coordination and post-release hyper-care activities.
Application Support and Business Process Enablement: Support operational usage and adoption of relevant retail applications, including Customer Services applications and Digital@Retail elements.
Service Desk and Incident Coordination: Assist Service Desk and internal support teams with issue triage, ticket coordination, escalation follow-up and user communication to restore stable operations.
Testing, Validation and Release Support: Coordinate business testing, dealer validation, UAT support, post-change checks and release readiness activities for retail systems, integrations and operational improvements.
Training and Communication: Prepare and coordinate user communication, operational guidance, dealer instructions, training material and support documentation for new or changed processes.
Dealer Transitions and Change Support: Support dealer operational transitions including opening, closing, changes, relocations, showroom or facility changes and related system readiness activities.
Governance, Compliance and Controls: Perform operational tasks in line with company policies, IT governance, data protection, audit requirements, security principles and applicable compliance obligations.

Specific Knowledge

Good understanding of automotive retail business processes, dealer operations and customer services process flows.
Working knowledge of Dealer Management System operational processes, preferably Keyloop, Autoline or comparable DMS environments.
Understanding of retail application landscapes and integrated environments.
Strong service orientation and ability to support business users, dealers and internal stakeholders professionally and structurally.
Good problem-solving ability with practical understanding of operational issue analysis, escalation management and root-cause follow-up.
Ability to coordinate testing, documentation, training, communication and operational readiness activities.
Sound administrative discipline, documentation quality and follow-through on actions, tickets and stakeholder commitments.
Ability to work in a complex enterprise environment with internal IT teams, vendors, service providers and business stakeholders.
Good communication skills and ability to translate operational and system topics into clear user guidance.
Customer-focused mindset with strong attention to operational continuity, stability and service quality.

Experience

Minimum 3 years’ experience in general IT technology, business application support or operational service support.
3 to 5 years’ functional knowledge or related experience in automotive retail, dealer operations, customer services, parts and logistics, dealer systems or business consulting would be advantageous.
Experience working in an enterprise environment supporting complex integrated systems and multiple stakeholder groups.
Experience with Service Desk processes, incident coordination, testing, release support, user communication and documentation.
Experience supporting dealer-facing systems, DMS environments, digital retail tools or customer services applications would be advantageous.
Exposure to software development lifecycle, change management, UAT coordination or project support activities would be beneficial.

Qualifications

Matric plus relevant IT, business systems, information systems or related qualification.
A 3-year relevant IT qualification is recommended.
ITIL Foundation certification or equivalent service management knowledge would be advantageous.
Automotive retail, business analysis, project coordination or application support certifications would be advantageous.

Mercedes-Benz Group of Companies South Africa is proud to be an equal opportunity employer. All qualified applicants will be considered. Foreign nationals must qualify for a work visa or permit as per the provisions of the Immigration Act 13, 2002. The division’s Employment Equity Plan applies in terms of the Employment Equity Act, No. 58, 1998. Shortlisted candidates should be willing to undergo an Assessment Centre.

Closing date: 19 August 2026

Strictly no CVs will be considered when sent via email. The email address provided is only for queries on this specific requisition.