Support Analyst at DirectAxis

Job description

Overall purpose of the job

The successful incumbent will fulfil a junior role as Adobe Campaign second line system support and will work with the team to deliver business value and document business requirements through requirement gathering.

Description role responsibilities

• Business Process:
• Works with enhanced processes and procedures to maintain operational efficiencies.
• Ensures that quality standards are adhered to.
• Adheres to Company policies and procedures.
• Maintains accurate activity reports.
• Establishes priorities in terms of level of risk.
• Investigates innovative ways to optimise processes.
• Contributes to the alignment of business processes to customer service.
• Advises line management on potential opportunities for process and system improvements.
• Demonstrates the shared value of "Ownership".
• Oversees system queries for existing applications.
• Troubleshoots problems occurring on applications. Investigates the cause of the problem.
• Establishes whether there is a new system requirement and escalates to Project Manager.
• Resolves problems.
• Communicates with relevant users and with the Helpdesk Administrators.
• Holds one on one sessions with users.
• Tracks processes to monitor trends.
• Contributes information for helpdesk's Knowledge Management Guide.
• Education (formal qualification required)

Minimum:

• National certificate
• IT Degree or National Diploma or equivalent
• Experience (minimum experience required)
• 1 year exposure to data structures
• 1 year exposure to database systems like SQL or Oracle

Competencies (skills and behavioural attributes)

Skill:

• Interpersonal
• Communication
• Prioritising
• Behavioural Attributes:
• Attention to detail
• Customer Focussed
• Strong time management
• Deadline driven

Other Special Requirements

• Expected to work overtime from time to time.
• Analysis
• Work with Business Analyst and team to assess optimal solution for business requirements.
• Document as is and to be processes
• Create business requirement specifications
• Perform quality testing and work with users to do user testing
• Build new workflows through the user interface based on business requirements
• 3rd line system support
• Troubleshoot system problems/issues that users log
• Troubleshooting critical workflows
• Analyse the impact that issues have on the users campaign and on customers
• Implement a solution or advise on a solution that the user will implement, to fix the issues experienced
• Communicate and train end users on how to remedy the system issues experienced.
• Liaise with external vendors to troubleshoot and fix system issues if it cannot be resolved internally
• Create new user profiles
• Create new folders in the system
• Manage seed lists
• Troubleshooting critical workflows

"In line with our employment equity plan, suitably qualified African Black candidates who meet the criteria for the role will be given preference"