Application Support Specialist

Introduction

Through our client-facing brands Momentum Group, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members.

Disclaimer

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 & 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.

Competencies

• Examining Information
• Interpreting Data
• Providing Insights
• Interacting with People
• Articulating Information