Application Support Engineer at Sanlam Group

What will you do?

• The IT Application Support Engineer will be responsible for specialized 1st line application business support in the IT Production Support team, including writing MIS queries (SQL & DB2) and troubleshooting application software that carries out business operations.

Key outcomes

The following outcomes will be expected to be achieved by the IT Application Support Engineer:

• Writing MIS queries for users
• Evaluating and sifting user requests
• Responsible for 1st line application support across Glacier systems
• Performing analysis on software application functionality and suggesting improvements.
• Liaising with business and or technical representatives to ensure the highest quality outcomes
• Ensuring effective front-end and back-end functionality of applications.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Establishing the root causes of application errors and escalating serious concerns to the IT Production Support Manager.
• Keeping a record of configuration changes and scheduling application updates.
• Documenting processes and monitoring application performance metrics.
• Testing of production changes

What will make you successful in this role?

Qualifications and experience

• Matric / Grade 12
• IT qualification advantageous
• 3 - 5 years relevant experience in a support environment in the financial services industry will be advantageous
• Knowledge in SQL will be beneficial.
• Business knowledge - Relevant practical experience in the financial services industry, preferably Unit trust or Linked product industry
• Previous experience working in dynamic support environment would be to your advantage
• Understanding of common software failures and faults

Competencies

• Excellent problem solving and analysis skills
• Excellent communication skills, both written and verbal
• Information Monitoring
• Ability to perform well under pressure
• Attention to detail

Attributes

• Honesty, integrity and respect
• Proactive
• Thoroughness
• Self-motivated
• Professional manner
• Positive, enthusiastic attitude
• A challenging and enquiring mind

Knowledge and Skills

• IT process analysis and mapping
• Business Requirements Definition
• Process implementation, training and adherence
• IT Operations and frameworks

Personal Attributes

• Interpersonal savvy - Contributing independently
• Decision quality - Contributing independently
• Action orientated - Contributing independently
• Optimises work processes - Contributing independently