Senior Business Process & User Experience Expert

Senior Business Process & User Experience Expert Technology, Research and Innovation Officer

January/2026

JOB POSTING

SENIOR BUSINESS PROCESS & USER EXPERIENCE EXPERT

The Caribbean Maritime University (CMU), the only specialized maritime university in the English-speaking Caribbean, is inviting applications for Senior Business Process and User Experience Expert (Level 5).

SUMMARY

The Senior Business Process Analyst & User Experience Expert is responsible for providing Enterprise Resource Planning (ERP) and Learning Management Systems (LMS) end user support through maintenance of expert knowledge of functional area. This will be done by implementing standard solutions and escalating issues to the Manager, Business Process & User Experience as required. The Senior Business Process and User Experience Expert is required to take ownership of resolving issues reported by staff, students, and other stakeholders to final solution.

Qualifications & Experience

At least a Bachelor of Science Degree in Information Systems or Business.

At least five (5) years’ experience in a similar or related position.

At least three (3) years’ experience working in a tertiary education environment.

Knowledge, Skills & Abilities

• Sound knowledge of IT systems, equipment and capabilities.
• Sound knowledge of Enterprise Resource Planning Systems and Learning Management Systems
• Sound knowledge of the information systems environment and current trends.
• Sound knowledge of database management.
• Knowledge of management principles and practices.
• Knowledge of Project Management.
• Excellent human relations and interpersonal skills.
• Ability to communicate effectively, both in written and verbal formats.
• Ability to exercise sound judgment in evaluating situations and making decisions.

Key Primary duties and responsibilities:

• Providing ERP and LMS end user support through maintenance of expert functional area knowledge; implementing standard solutions and escalating issues to supervisor as required.
• Manages and maintains the courses in the LMS.
• Troubleshooting user issues.
• Maintenance of proper issue logs; adhering to best practices of data and information handling including but not limited to validation, input and extraction, cross checking and security.
• Conducting tests and simulations on business processes under development and prepare reports, instructional manuals to document the systems development. 
• Performs business process and functional needs analysis required to support enterprise systems development.
• Develops training and user manuals and conducts user training to support the implementation of the ERP and LMS.
• Maintenance of training records; assisting in conducting quality review of training methods,
• Completes assigned project tasks within specified times and in manner stipulated and agreed upon to support organization-wide or target departments’ needs.
• Participates in system design review sessions.
• Manages time to focus on both long-range project activities and immediate tasks required to maintain system functionality.
• Designs, develops, integrates, tests and implement information systems business solutions.
• Provides oversight on the day-to-day administration and operation of the LMS.
• Collaborates with the University’s leadership in developing methods for evaluating the effectiveness of learning and research initiatives.
• Monitors and responds quickly to incoming helpdesk requests relating to I.T. issues.
• Keeps inventory of all equipment, software, and license users.

Performance Standards:

• High level of satisfaction experienced by customers.
• Effective customer service and guidance provided for all customers.
• Review of the Offices’ business processes.