Job Spec

Application Support Analyst (Cape Town)

Qualifications & Experience:

  • Matric
  • Experience in a Processing or IT environment advantageous dealing with support cases or requests via e-mail, support ticket, telephone and in person
  • Experience in a financial services (especially home loans) industry experience advantageous¬† Previous experience
  • Proven ability to translate knowledge into solutions for problem resolution
  • Above average computer literacy
  • This position requires demonstrated initiative, strong analytical skills, sound judgment and effective decision-making

Skills & Knowledge:

  • Advanced computer literacy – SQL skills and a demonstrable understanding of relational database systems is advantageous
  • Problem solving skills
  • Good written and verbal communication skills|

Other Requirements:

  • Flexibility – responsibilities will require occasional evening and weekend work
  • Learning agility – ability to learn quickly

Competencies:

  • Performing under pressure
  • Analysing and forming opinions
  • Cooperation
  • Initiative
  • Structuring
  • Devotion to quality
  • Service-orientated

Key Performance Areas:

  • Delivering second level support to existing business users and partners
  • Problem determination, workaround resolution, root cause analysis, major incident management
  • Analyse and document permanent solutions
  • Interact with System Analyst and Developers to understand software features and limitations
  • Testing new and altered system functionality in Development
  • Assist business representatives (internal and external) with User Acceptance Testing
  • Ensuring that systems are fully operational and any loss of service is restored in a timely and efficient manner
  • Providing a high level of service to customers and adhering to our strict SLAs for response and restoration times
  • Assist with deployments of software service releases
  • Ensure that solution and application support documentation is maintained to the highest quality and accuracy
  • Create productive relationships with and between key stakeholders

Daily Tasks:

  • Receive and handle requests for support from Service Desk, other service delivery staff and/or users; which includes investigating problems and determining appropriate actions to take. Prioritise requests in accordance with agreed criteria
  • Identify potential system issues
  • Analyse issues and document (Document system functional requirements) solutions.
  • Monitor progress of requests for support and ensure users and other interested parties are kept informed
  • Provide concise responses to requests for support by means of for example: making modifications to system parameters, figuring systems, changing operating procedures, training support staff, producing additional documentation, or escalating requests to business partners (banks). Ensure all work is carried out and documented in accordance with required standards, methods and procedures
  • Monitor application systems you are responsible for, by regular scrutiny of reports from the applications software. Note problems and identify performance trends. Where approved, take corrective action to improve performance and to avoid problems arising
  • Liaise with System Analyst on the development of system enhancements to overcome known problems or further fulfil user requirements
  • Identify and assist developers with enhancements and functionality changes on internal operation systems using for example, the provided tools and templates and testing appropriate code
  • Assist with setting up User and Organisation Profiles
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