Role Purpose
To investigate, analyse, resolve and advise on support issues in a business application support environment.
Additionally provide technical support for a portfolio of applications within the Application Operations area of the business.
Requirements
Qualifications
- Matric (Grade 12) certificate
- 3 years tertiary qualification or a relevant IT qualification
Experience
- Minimum 2 years support analyst or senior application support experience
- Basic knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
- Exposure at application and business transaction level using application log files and SQL database queries
- Commitment to performing routine as well as investigation/analysis work tasks
- O2 experience – is this non-negotiable
Duties and Responsibilities
- Participation in complete life cycle of support issues from call logging, investigation, recreation, resolution, workarounds and liaison with the client regarding delivery of fixes.
- Addressing advanced customer business and technical queries.
- Assist with providing and implementing temporary workarounds.
- Review and improve operational requirements relating to the business processes.
- Coordinate and manage maintenance requests between the Business and IT.
- Ensure that request, are timeously resolved.
- Ensure that all the documentation exists and that sign-off is obtained on all system releases (SAS 70 requirements).
- Align business processes.
- Ensure that system requests accommodate all information and detail required in order for IT to affect the request as timeously and correctly as possible.
- Analysis of system requests at all times in order to identify inefficient business process, training requirements and system enhancements.
- Recommend developments on Business Processes with the view on maximising efficiency and minimising administrative costs.
- Ensure that regular interaction and exchange of information is achieved between IT and the business.
- Ensure proper system/test documentation and safe keeping thereof.
- Knowledge transfer to business partners and technical support on daily basis.
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