Key Res
- Provide input and support in compiling technical application requirements
- Translate business unit needs and functional requirements (as provided by Business Analyst) into technical application requirements.
- Communicate technical application requirements to
- Developer/s (Vendor)/ BA
- Create Requests for Change (RFC) for all changes implemented or requested.
- Ad hoc User Acceptance Testing:
- Develop and assist to create Test Plans and associated use cases
- Conduct testing against test plan and producing documented test results
- Coordinate User Acceptance Testing with end-user group and development (vendors)
- Continually look for process improvement areas within applications to automate process or improve efficiency
- Coordinate Re-testing where required
- Document all configurations and/or corrective changes
- Transfer skills to other staff and Develop training content for end-users
- Provide training on application -testing and -implementation for end-users (Internal and External stakeholders)
- Provide application support to end-user:
- Adhere to support policies; processes and business SLAs
- Ensure ITIL processes are followed
- Develop and maintain support processes
- Use of ICT tools, e.g. service desk for all support calls
- Resolve incidents on incident management system/ log and monitor calls in ticket tracking system.
- Provide end-users (external and internal) with telephonic or on-site assistance in problem determination and resolution within defined SLA’s.
- Provide guidance to users on processes
- Participate in standby as per agreed upon standby roster
- Create and maintain application support documentation:
- Create support scripts
- Create Requests for Change (RFC) for all changes implemented or requested.
- Trouble-shooting and bug-fixing; conduct root-cause analysis and ensure corrective actions implemented
- Escalate any unresolved support issues through relevant channels.
- Manage permanent fixes for issues/problems
- Constantly evaluate and make recommendations for improvements to support ICT and business
- Document control
- Document and file all functional requirements, technical specifications; test cases, test results, implementation plans, change requests and support documentation as well as training logs, sign-off documents (i.e. certificate of completion); manuals and reports to ensure trace-ability
- Monitoring
- Collaborate with relevant parties to define and implement monitoring requirements:
- -Monitor applications continuously to ensure reliability, stability and security to reduce organizational risk.
- -Coordinate the activities with the business units to ensure that appropriate monitoring is executed by end-users.
- Progress Reporting on assigned metrics
- Submit weekly/ monthly reports on assigned metrics
- Report to project team
- Provide reports, graphs when necessary
- Serve as project team member on implementing assigned projects according to defined project-team role.
- brand ambassador and change agent
JOB REQUIREMENTS
- Basic understanding of software technologies
- ITIL Frameworks
- Well-developed analytical and problem-solving skills
- Detail orientated
- Strong coordination and planning skills
- Highly motivated, achievement orientated, goal driven with the ability to function well under demanding circumstances.
- The ability to present and explain technical information to diverse audiences in a simple way to transfer understanding.
- Dealing with service providers:
- Sound interpersonal relationship skills, communicates efficiently with an ability to build and maintain relationships.
- Ability to demonstrate high levels of professionalism in dealing with clients
- Problem solving and troubleshooting skills to resolve problems within agreed SLAs
- Report-writing
- A valid driver’s license is a requirement for this role.
Desired Skills:
- ITIL
- Business Analysis
- Support
- Application Support Software
- sla
Desired Work Experience:
- 5 to 10 years
Desired Qualification Level:
- Degree