Application Support Analyst Level 1 at SBV Services (Pty) Ltd.

Description

Support Analysis and Design Activities

• Assist in analysing existing software applications to identify opportunities for enhancements.
• Monitor and analyse application performance, system capabilities, workflow, and scheduling limitations.
• Coordinate user engagements to determine business needs and formulate requirements for system development.
• Participate in the analysis of business requirements, develop applications according to standards, test, deploy, and monitor.
• Provide support to the business in defining business requirements into a functional specification for a solution design.
• Participate in the design of sound and effective solutions based on the client's needs and the organisation’s system capabilities.
• Assist in writing and maintaining application support documentation and technical procedures.
• Maintain a project plan action list and track the progress of key milestones and communication of checkpoints.
• Provide input in putting together the scope, and work breakdown structures in terms of the project.
• Update approval of ad hoc change requests within scope and inform the client of the impact on timelines.
• Participate in planning and feedback sessions, as and when required.

Technical implementation within own area

• Assist in improving the performance, availability, reliability, and consistency of application systems (performance predictability).
• Identify opportunities to streamline business processes with existing applications to enhance operational performance.
• Assist cross-functional teams in collecting information on system integration and functionality needs to verify that application design is synchronised across the end-to-end development process and continuous improvement opportunities are identified.
• Coordinate integration of application design with business processes, standards, policies, and rules.
• Maintain documentation of every phase of the application lifecycle for supporting future business plans to the implementation of new, upgraded, or decommissioning of applications.
• Maintain an ongoing evaluation of applications so that technical issues that could impact operational excellence can be identified and proactively resolved.
• Provide first level support incidents and problems within agreed service level timeframes, and investigate errors and system issues before escalated for second level of support.
• Assist with upgrades, installation, maintenance, patching of all applications (both vendor-supplied and internal developed).
• Maintain fault logs, issues raised or project management system according to organisational requirements.
• Conduct the root cause analysis of incidents and advise on appropriate solutions for review.
• Provide support for planned system maintenance and interruptions outside of business hours (planned shutdown).
• Administer record of system technical issues and their solutions for future training and lessons learned.

Quality Management

• Participate in the development of systems integration testing approaches, test cases, and scenarios.
• Support the implementation and maintenance of high-quality processes within project deliverables and deliver solutions according to timelines, quality, and scope requirements.
• Prepare for user acceptance testing of applications to enable sign off and handover from project teams to business as usual to maintain quality and compliance with established business policies.
• Conduct test fixes to effective solutions based on client needs.
• Investigate, troubleshoot, or diagnose, and resolve faults and errors in application.
• Maintain documentation of test results.

Risk Management

• Proactively identify risks and issues related to the implementation of the solution requirements and escalate, where necessary.
• Proactively resolve application problems, issues, and incidents to prevent recurrence and plan for repairs.
• Support the Applications Support team in closing out audit findings and implement corrective measures to maintain compliance.

Reporting

• Provide data analysis for management and/or team members on the status of the programming process.
• Provide input into the team reports as part of providing status updates for MANCO.
• Provide support to users during the rollout of the application and resolve issues as part of handover transitioning
• Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.
• Support SBV Services’ ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

Customer Management

• Collaborate with Technical and Architecture teams to assure software required for applications is functioning correctly.
• Prepare responses for new requests to support line manager to channel the request through governance structures.
• Track and report on response and resolution times in accordance with Service Level Agreements (SLA) requirements.

Effective teamwork and self-management

• Maintain good time management to handle several projects at once.
• Plan and prioritise competing demands, demonstrating the ability to manage them.
• Protect and maintain the confidentiality of critical business systems and data.
• Adhere to SBV's development standards and principles.
• Stay abreast of industry and technological changes and trends within own area of expertise.

Live the organisation culture within one’s centre

• Live the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.

Requirements

• Degree in Information Technology Management, Computer Science, Business Administration, Commerce or similar 
• Certification in relevant Enterprise Architecture or Technology frameworks and methodologies  (Advantageous) 
• Cloud certifications AWS or AZURE OR GCP (Advantageous)

Minimum Requirements: Work Experience

• 2 years of experience in Applications Support role
• Projects experience and interacting with business to scope business requirements for technical  solution design
• Technical background in applications or technical analysis for integration of processes
• Be conversant in the development of technical applications as well as hardware