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Support Analyst

Support Analyst

Job Title: Support Analyst
Location: Western Cape
Industry:
Salary: 336000.00
Reference: JN -092017-9591
Job Published: September 12, 2017 19:38

Job Description

General Details
Job TitleSupport Analyst
DepartmentDAFS Technology
Type of employmentPermanent
Part time / Full timeFull time
OverviewThe successful incumbent will fulfil a junior role as Adobe Campaign second line system support and will work with the team to deliver business value and document business requirements through requirement gathering.

The successful incumbent will fulfil a junior role as Adobe Campaign second line system support and will work with the team to deliver business value and document business requirements through requirement gathering.

Please note, in line with our Employment Equity plan, suitably qualified African Black candidates who meet the criteria for the role will be given preference.
RequirementsEducation (formal qualification required)
Minimum:
• National certificate
Ideal:
• IT Degree or National Diploma or equivalent

Other Special Requirements
• Expected to work overtime from time to time.
Analysis 
• Work with Business Analyst and team to assess optimal solution for business requirements.
• Document as is and to be processes
• Create business requirement specifications
• Perform quality testing and work with users to do user testing
• Build new workflows through the user interface based on business requirements
3rd line system support
• Troubleshoot system problems/issues that users log
• Troubleshooting critical workflows
• Analyse the impact that issues have on the users campaign and on customers
• Implement a solution or advise on a solution that the user will implement, to fix the issues experienced
• Communicate and train end users on how to remedy the system issues experienced.
• Liaise with external vendors to troubleshoot and fix system issues if it cannot be resolved internally
• Create new user profiles
• Create new folders in the system
• Manage seed lists
• Troubleshooting critical workflows
Experience• 1 year experience in data structures
• 1 year experience in database systems like SQL or Oracle
Duties & RolesPerspective: Process
Business Process:
• Works with enhanced processes and procedures to maintain operational efficiencies.
• Ensures that quality standards are adhered to.
• Adheres to Company policies and procedures.
• Maintains accurate activity reports.
• Establishes priorities in terms of level of risk.
• Investigates innovative ways to optimise processes.
• Contributes to the alignment of business processes to customer service.
• Advises line management on potential opportunities for process and system improvements.
• Demonstrates the shared value of "Ownership".
• Oversees system queries for existing applications.
• Troubleshoots problems occurring on applications. Investigates the cause of the problem.
• Establishes whether there is a new system requirement and escalates to Project Manager.
• Resolves problems.
• Communicates with relevant users and with the Helpdesk Administrators.
• Holds one on one sessions with users.
• Tracks processes to monitor trends.
• Contributes information for helpdesk's Knowledge Management Guide.
Equity Statement 
  

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