Administrator at Discovery Limited

Purpose

• Providing first line support for the Planon application to both Discovery end users (employees) as well as CRES back-office administrators. Gathering CRES business requirements, assessing the impact of those changes, capturing, analysing and documenting requirements and supporting the communication and delivery of those requirements to help the delivery team better meet the demands of CRES.

Stakeholder Relations 

• Build and maintain relationships and collaborate with various stakeholders including CRES Systems Support, CRES SMEs, third-party application representatives and Discovery employees to support business outcomes.
• Work with CRES Systems Support team on first- and second-line support items to ensure smooth system operations.  

Role Responsibilities

First line support

• Assisting users with logging calls on CRES Service Desk.   
• Logging calls on behalf of users as and when needed.
• In depth troubleshooting of all first line calls before redirecting to second line support if required.
• Priotitise job cards based on type, category, severity, and urgency. 
• Assist Service Desk with rerouting customer job cards logged incorrectly to the correct resources and follow up with the relevant teams on receipt of the same.
• Providing training, documenting user guides and FAQ documents to the CRES admin team as well as to the CRES customers.

Business analysis

• Ensuring that requirements and business process specifications are documented and presented in line with current best practice and accurately represent business needs.
• In collaboration with CRES Systems Support team, oversee the quality delivery of requirements and business process specifications.
• Ensure that requirements and business process specifications are reviewed, validated, tested, and approved by relevant stakeholders at each stage in the development cycle, from conceptual to end product.
• Follow an agile project approach for continuous improvement. Collaborating closely with all stakeholders and CRES systems team, in an ongoing process from end to end, to ensure delivery requirements and expectations remain current and adaptive to the changing environment.
• Creating user scenario test cases for User Acceptance Testing (UAT) to ensure that testing covers all aspects of the business specification and anticipated processes.
• Participating in UAT and guide users to ensure that the designed solution meets business requirements.
• Facilitating feedback and providing exceptional client service and minimize work disruption and maximize productivity.
• Create check sheets for repeat tasks such as upgrades and manual updates as needed.

Experience:            

Relevant Qualification

• Junior Business Analyst certification
• Systems experience – Must understand systems and have the ability to translate business needs to systems requirements