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

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