Systems Analyst: Service Management Systems

Systems Analyst: Service Management Systems

Job Title: Systems Analyst: Service Management Systems
Location: Western Cape
Salary: 624000.00
Reference: JN -052017-8465
Job Published: June 02, 2017 21:06

Job Description

Job Title    Systems Analyst: Service Management Systems 
Division    IT: Systems Development
Department    Service & Support Systems


•    Interpret specifications to build systems solutions to support business processes, aligned with relevant internal and external governance
•    Design, develop and maintain automation and integration solutions in accordance with specific business requirements and IT drivers
•    Provide technical system support and liaise with system vendors to ensure timely resolution of escalated technical issues


•    The jobholder will have no direct or indirect reports. 

5.1    External environment

•    The job holder will liaise with various external suppliers (e.g. Ivanti, Verint Systems, Atlassian, Sparx Enterprise Architect)

5.2    Internal environment

The job holder

•    Operates within the following internal policies:
o    Information Management Policy
o    Information Security Policy
o    IT Governance Policy

•    Must adhere to internal Systems / Business Analysis Quality Standards and the approved SDLC
•    The job holder will operate within an Enterprise Agile environment

•    Liaises with various internal departments:
o    All other departments within the Systems Development Team (i.e. Software Engineering, Issuing, Acquiring, Electronic Delivery Channels)
o    Other departments in IT (i.e. IT Production / UAT, IT Risk, IT Infrastructure, Infrastructure Implementations, IT Innovation and Business Support
o    Finance
o    Employer Sales
o    Operations
o    Card Services & Business Development, including the Project Management Office


6.1    Translate Specifications into systems solutions
6.2    System Architecture and Design
6.3    Systems Development and Review
6.4    Responsible for writing technical test cases and performing unit testing
6.5    Quality and on-time delivery of technical system support
6.6    Research and Continuous improvement
6.7    Automation and integration


7.1 Translate Specifications into systems solutions
•    Ensure continuous compliance to the Capitec Bank SDLC process
•    Responsible for effective prioritization taking user needs, business requirements and risks into consideration
Responsible for application implementation and solution building
7.2 System Architecture and Design
•    Translate high-level business requirements/functional descriptions into technical solutions
•    Provide best practice solutions to address business requirements, based on relevant IT standards

7.3 Systems Development and Review
•    Translate technical specifications into technical solutions for functional, non-functional and informational requirements
•    Develop integration components and solutions
•    Track and report on technical design and development progress of system projects and tasks
•    Communicate any deviations or changes to task/project progress to all relevant parties as soon as possible or as per Business/PMC agreement
•    Advise users and IT of the success of promotions
o    Ensure users are not negatively affected by the promotion to the live environment 
o    Ensure systems availability requirements are met
•    Perform Proof of Concepts when required

7.4 Responsible for writing technical test cases and performing unit testing
•    Perform quality checks using testing best practices for both functional and non-functional areas
•    Perform unit testing according to previously approved test plans
•    Perform post-implementation production testing

7.5 Quality and on-time delivery of technical system support
•    May be required to do onsite Go-live support
•    Provide continuous system support within agreed SLA
o    Responsible for troubleshooting and resolving Level-2 to 3 System Support Calls
o    Respond to system support requests within agreed SLA
•    Regular follow-up with system vendor on escalated issues
o    Ensure prompt escalation to system vendor, if an issue cannot be resolved internally
•    Review the current system Configuration (e.g. workflows and system performance)
o    Identify weaknesses
o    Recommend/implement improvements
•    Responsible for system standby (currently one week in every 4-5 weeks)

7.6 Research and Continuous improvement
•    Participate in knowledge transfer sessions facilitated by Architect
o    Handover of technical knowledge (process flow and design) during knowledge transfer process
•    Take ownership to improve own technical knowledge of the Service Management Systems 
o    Stay current with developments in areas of technology that are relevant to Service Management Systems (i.e. S-Track, Jira Core, Portfolio, Confluence, Verint Impact 360, Enterprise Architect, etc.)

7.7 Automation and integration
•    Transfer knowledge of automation development
•    Support and enhance automation of the integration environment
•    Assist team members with setting up and maintaining their environments for integration tasks
•    Assist team members to develop integration components


7.1    Qualifications & Experience

•    Min:
o    Grade 12
o    A relevant 3-year degree/diploma in IT
o    5-6 years’ experience in Systems Design and Analysis 
o    2-3 years’ experience in Systems and Data Integration using a combination of the following platform solutions
o    Transact-SQL 
o    PowerShell
o    JavaScript 

•    Ideal:
o    ITIL Certification
o    Project Management Qualification
o    2-3 years’ experience in a Systems Analysis Role

7.2    Knowledge

•    Min:
  Advanced knowledge and understanding of
o    Automation using PowerShell
o    Querying Data with Transact-SQL
o    Programming with JAVA
o    ITSM best practices, including full ITSM lifecycle implementation on the Incident, Problem, Change, Release, Configuration, and Request Fulfilment modules
o    Systems Implementation and Technical Systems Support

•    Ideal:
o    Jira Core
o    Confluence 
o    Advanced knowledge and understanding of 
o    Systems Analysis Methodologies
o    ITIL Principles and the application thereof
o    Solid understanding of:
    Banking systems 
    Banking business models 
    Best practices for Quality Assurance (QA)

7.3    Skills 

•    Communication skills (written and verbal) in English and Afrikaans
•    Facilitation and Presentation skills
•    Interpersonal / Relationship management skills
•    Project management skills (including the ability to create and maintain project schedules)
•    Documentation skills (including assistance with drafting source documents for training purposes)
•    Programming skills:
o    MS SQL (including Data Management)
o    Web Services
o    XML 
o    PowerShell 
o    JavaScript 
•    Analytical, diagnostic and problem solving skills
•    Adaptability to change
•    Attention to detail
•    Ability to perform under pressure
•    Ability to work effectively with little or no supervision
•    Team player


•    Own car
•    Valid driver’s license
•    Contactable on (own) cell phone
•    Willing to work after hours / over weekends 
•    Clear credit and criminal record


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