Analyst: IT Application Support at Telkom

Job Responsibilities

OUTPUT 1

• Maintained Solutions

SUB-OUTPUTS

• Receive faults/request
• Analyse the fault/ request
• Rectify or allocate fault/ request to applicable parties
• Apply change control procedures

RANGE

• Types of solutions
• Types of Maintenance
• Functional Specifications
• CMID's
• RCAs

OUTPUT 2

• Implemented Solutions

SUB-OUTPUTS

• Follow appropriate processes
• Roll out solution
• Perform trouble shooting
• Monitor system to ensure stability
• Implement interfaces

RANGE

• Types of implementation:
• Implementation Plan
• Installation Manual
• System Administration Instructions
• Operating Instructions
• Disaster Recovery Plan
• User Guide/ Manuals
• Training Documentation/ Manuals
• Roll-Out Plan
• Progress Reports
• Review Document/ Report

OUTPUT 3

• Provided Support

SUB-OUTPUTS

• Receive/ analyse request
• Determine nature of support/ project to be provided
• Execute support/ project actions
• Provide feedback
• Update documentation

RANGE

• Meetings

OUTPUT 4

• Tested Solutions

SUB-OUTPUTS

• Check that solutions conform to original specification
• Test any errors identified
• Arrange for customers for testing and approval
• Assist with negotiation & compilation of Service Level Agreements
• Obtain approval to continue

RANGE

• New solutions
• Test Plan
• Test Cases
• Test Reports/ Results
• Plan For User Testing
• Acceptance Test Plan
• SLA

OUTPUT 5

• Monitored Applications

SUB-OUTPUTS

• Make sure application is monitored by the approved Telkom monitoring software
• All possible variables is measured by the approved Telkom monitoring software

RANGE

• Documentation/ Manuals
• Foglight

OUTPUT 6

• Maintained Documentation

SUB-OUTPUTS

• Identify the need for a new document
• Research information to satisfy the need
• Create the document
• Get approval for the document
• File a signed or electronic copy of document
• Revise the document as necessary

RANGE

• Types of feasibility studies:
• Package Evaluation
• Standard for Feasibility Study Report
• Request for Information

Education

• NQF 6: National Diploma/ Advanced Diploma/ Certificate

Experience

• 3 Years relevant experience