ETM Manager - Passenger Transport Ticketing

Are you passionate about IT systems and operational excellence in the passenger transport industry? We are seeking an experienced ETM Manager to join our team and oversee all aspects of the SmartTap System across our business units. This is a pivotal role that combines technical expertise, leadership, and a proactive attitude.

Job Requirements
The ideal candidate will possess the following qualifications and experience:

- Grade 12 certificate or equivalent.
- Relevant IT qualifications.
- 5+ years’ experience in an IT environment, including systems, networks, Active Directory, and shared drives.
- Proficiency in Microsoft Applications.
- Strong understanding of ticketing systems, fares, and routes.
- Knowledge of passenger transport operations.
- Administrative and data management skills.

Job Responsibilities
As the ETM Manager, you will be responsible for managing and maintaining the SmartTap system across all business units. Key responsibilities include:

- SmartTap Devices Management
- Oversee all SmartTap devices and coordinate with technicians for installations, de-installations, and defect monitoring.
- Monitor trends in driver transactions and ticket usage.
- Dataset and System Management
- Manage shift and route changes, fare setups, and annual price adjustments.
- Ensure datasets are accurate and up to date in collaboration with vendors.
- Passenger and User Support
- Investigate passenger queries, potential fraud, and ticket misuse.
- Provide IT and system support to users, create user profiles, and manage access rights.
- Training and Development
- Deliver training to ETM officers, administrative staff, and other key personnel.
- Administrative and Reporting Duties
- Process orders and invoices for ticketing systems.
- Handle insurance claims for damaged devices.
- Prepare and submit monthly reports to management.
- Project Management and Policy Development
- Manage SmartTap-related projects and update policies and procedures.
- Conduct testing and manage change control documents.

Competencies
Knowledge:
- Strong understanding of bus passenger industry operations and revenue ticketing systems.
- Knowledge of relational databases and system processes.

Skills:
- Analytical thinking and problem-solving.
- Data analysis and report writing.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office.
- Strong training and diagnostic abilities.

Attitude:
- Proactive and deadline-driven.
- Willingness to work after hours and travel between business units.
- Independent, detail-oriented, and confidentiality-conscious.

Working Conditions:
- Normal conditions of employment with regular travel to business units.
- Flexible hours to accommodate system and operational demands.