Supplier Portal Operations Analyst

PURPOSE

OpenAgri (Pty) Ltd is a development house focused on building innovative agricultural technologies, with our base client being the agricultural software company, AgrigateOne.

As the Supplier Portal Operations Analyst, you are the primary technical and analytical bridge between the first-line Operations (support) team and the Product & Engineering teams.

Your core purpose is to investigate, analyse, and diagnose complex operational support issues escalated by the Data Controller team. You will be the operational subject matter expert aligned with our core technical frameworks (e.g., OnePack, API Platform, Supplier Portal), working directly with their respective Product Managers and technical leads.

You will be responsible for translating complex operational problems into detailed, high-quality technical tickets, proposing solutions that drive long-term efficiency, and owning the Knowledge Base content for your specific technical areas to empower the support team. This role is a critical link to ensure our development efforts are informed by deep operational context and is designed as a potential pathway into the Product Team (12+ months).

OBJECTIVES (main duties and responsibilities)

The role is structured around four core pillars: Advanced Issue Resolution, Product Team Alignment, Technical Documentation, and Knowledge Base Management.

• Serve as the primary escalation point for complex support, data, and platform issues from the Data Controller team.
  
• Take full ownership of escalated issues, performing deep-dive analysis to replicate, diagnose, and identify the root cause of errors.
  
• Analyse complex data flows (including front-end and back-end ETL) to pinpoint data integrity failures, processing errors, or integration problems.
  
• Identify and analyse operational inefficiencies and repetitive tasks, proposing automation or process improvements to the Operational Team Lead and Supplier Portal Product Manager.
  
• Collaborate with the Operational Team Lead to identify trends in support issues, distinguishing between user error, configuration gaps, platform bugs, or opportunities for automation.

• Act as the operational representative for Supplier Portal product area.
• Work directly with the Supplier Portal Product Manager and technical leads of these teams to provide detailed context and analysis on escalated operational issues.
• Translate complex operational requirements, support findings, and opportunities for process automation into clear, concise information that can inform the product roadmap and backlog.
• Participate in relevant product team meetings to represent operational challenges and advocate for platform improvements, especially those related to automation and efficiency.

• Take primary responsibility for logging detailed, well-researched, and accurate tickets for bugs, platform features, and automation/efficiency improvements (e.g., in JIRA, DevOps, or a similar system).
• Ensure all technical tickets include clear problem statements, steps to replicate, data/system evidence, and the expected correct behaviour.
• Track the lifecycle of escalated tickets, from logging through to resolution, ensuring the operations team is kept informed.
• Perform (or coordinate) User Acceptance Testing (UAT) on fixes and new features to validate that the solution meets operational requirements before deployment.

4. Knowledge Base & Documentation Management 

• Content Ownership: Take full ownership of the operational Knowledge Base content for the Supplier Portal technical area, ensuring it is accurate, up-to-date, and easily accessible.
• Documentation Creation: Proactively create, update, and maintain high-quality documentation, Standard Operating Procedures (SOPs), and "how-to" guides for the Data Controller team based on common support issues and new feature rollouts within your product areas.
• Efficiency Loop: Use insights from support tickets in your areas to identify gaps in the Knowledge Base, ensuring that solutions to recurring problems are documented to reduce future ticket volume.
• Cross-Functional Curation: Liaise with the Product Managers for your aligned products to ensure all new features or platform changes are accompanied by accurate operational documentation for the support team.

ROLE REQUIREMENTS

Formal Qualifications

• Required: A degree in Industrial Engineering, Computer Science, Mathematics, Engineering, Business Administration (BBA), or BCom/Agricultural Economics.
• Driver’s licence

Knowledge, Skills & Experience

• Expert Analytical Skills: Expert-level numerical, analytical, and advanced problem-solving capabilities.
• Technical Acumen: Strong technical aptitude with the ability to understand data flows, system integrations, APIs, and complex software logic.
• Platform Expertise: A deep, expert-level understanding of the AgrigateOne platform, its internal data structures, and operational workflows.
• Process Optimisation Mindset: A strong ability to see beyond the immediate issue to identify and recommend systemic improvements, workflow efficiencies, and automation opportunities.
• Communication: Exceptional verbal and written communication skills, with a proven ability to translate complex technical concepts for operational teams and a flair for writing clear and concise technical documentation.
• Stakeholder Management: Demonstrated ability to collaborate effectively with cross-functional teams, including non-technical support staff and highly technical product/engineering teams.
• Problem-Solving: A methodical and inquisitive approach to troubleshooting, with a passion for "digging in" to find the root cause.
• Detail-Oriented: Meticulous attention to detail, especially in data analysis, issue replication, and technical documentation.
• Systems Experience: Experience with technical ticketing systems (e.g., JIRA) and Knowledge Base / support desk software (e.g., Hubspot) is highly beneficial.

Job Related Experience

• Mandatory: Minimum 1-2 years’ experience in a technical operations, systems support, or data analyst role.
• Mandatory: Demonstrable experience in diagnosing and resolving complex technical, data, or software-related issues.
• Mandatory: Proven experience in analysing and documenting complex operational processes and data flows, ideally with a focus on improvement or automation.
• Beneficial: Experience in creating or managing technical documentation or a knowledge base.
• Beneficial: Experience working directly with software development or product management teams.
• Beneficial: Experience in a logistics provider, perishable commodity agent, or commercial farming company.

Languages

English
Afrikaans (Beneficial)

CULTURE

• A resourceful, self-starter who is ready to take ownership and can grow with the company.
• A positive individual who enhances company culture, placing high emphasis on morals, values, and diversity.
• A strong passion for or experience in the agriculture, logistics, and technology industries.
• We value a lekker person with a great attitude and high integrity

COMPANY OVERVIEW