Senior System Support Administrator

Introduction MANCOSA, a DHET-registered and CHE-accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available. Duties & Responsibilities

SENIOR SYSTEMS SUPPORT ADMINISTRATOR

  

CORE PURPOSE   

MANCOSA is seeking a skilled and proactive Senior Systems Support Administrator to join our team. This role requires an experienced professional with a strong background in supporting and managing Software-as-a-Service (SaaS) solutions. The ideal candidate will demonstrate technical expertise, problem-solving capabilities, and a commitment to delivering excellent system support to meet organisational needs. We invite candidates with a passion for technology and a proven track record in SaaS support to apply and join our dynamic and innovative team.

CORE FUNCTIONS   

System Support and Maintenance: Provide high-level technical support for SaaS applications, including monitoring system performance, resolving issues, and ensuring system availability and reliability.
Incident and Problem Management: Diagnose, troubleshoot, and resolve complex system issues while ensuring minimal disruption to users and business operations.
User Support: Serve as an escalation point for advanced user inquiries and provide guidance, training, and resources to end-users to maximize system efficiency.
Vendor Liaison: Collaborate with SaaS vendors to address service requests, system upgrades, and customisations.
Data Integrity and Security: Ensure data accuracy and security by implementing and monitoring compliance with relevant policies, procedures, and best practices.
System Enhancements: Proactively identify opportunities for process improvement and assist in implementing new features or upgrades to optimise SaaS performance.
Documentation: Maintain detailed documentation of system configurations, processes, and support activities.
Reporting: Preparing and distribute, monthly reports on system usage and performance.
SKILLS AND COMPETENCIES   

 

*Certifications in relevant SaaS platforms (e.g., HubSpot, Microsoft 365, ServiceNow).
*Experience with APIs, scripting, or system integrations.
*Background in supporting enterprise-level SaaS implementations.
*Proven experience in a systems support or administrator role, with a focus on SaaS solutions.
*Strong understanding of cloud-based software platforms and integration methodologies.
*Proficiency in troubleshooting technical issues and working with vendors to resolve escalated incidents.
*Knowledge of security and compliance standards related to SaaS applications.
*Familiarity with ITIL practices for incident, problem, and change management.
*Excellent communication skills and the ability to explain technical concepts to non-technical stakeholders.
*Experience with tools such as ticketing systems, monitoring dashboards, and user management platforms.


Desired Experience & Qualification QUALIFICATION (S)  *Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.