Application Support Specialist at Health Solutions Africa

Role Purpose    

To investigate, analyse, resolve and advise on support issues in a business application support environment.

Requirements    

• Matric.
• 3 Years tertiary qualification (IT degree/ diploma).
• Minimum 2 years Support Analyst or Senior Application Support experience.
• Basic knowledge of disciplines in an Application Support environment, incident handling, change management, problem management and related areas.

Duties & Responsibilities    

Operations and Maintenance

• Participation in complete life cycle of support issues from call logging, investigation, recreation, resolution, workarounds and liaison with the client regarding delivery of fixes.
• Addressing advanced customer business and technical queries.
• Assist with providing and implementing temporary workarounds.
• Review and improve operational requirements relating to the business processes.
• Coordinate and manage maintenance requests between the Business and IT.
• Ensure that request, are timeously resolved.
• Ensure that all the documentation exists and that sign-off is obtained on all system releases (SAS 70 requirements).
• Align business processes.
• Ensure that system requests accommodate all information and detail required in order for IT to affect the request as timeously and correctly as possible.
• Analysis of system requests at all times in order to identify inefficient business process, training requirements and system enhancements.
• Recommend developments on Business Processes with the view on maximising efficiency and minimising administrative costs.
• Ensure that regular interaction and exchange of information is achieved between IT and the business.
• Ensure proper system/test documentation and safe keeping thereof.
• Knowledge transfer to business partners and technical support on daily basis.

Business and System Analysis

• Collaborate with business stakeholders and development teams through joint problem solving sessions to ensure that solutions are robust, correctly monitored, prioritized and lifecycle resilient.
• Drive the process of optimizing current solutions through a service improvement approach to ensure return on investment and that service levels for all deliverables are met.
• Provide specialised investigation and analysis of data integrity between source and destination applications.
• Follow up and provide feedback to the customer for escalated application issues.
• Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer.
• Extract and analyse application and system support data.
• Understanding clients business processes and requirements.
• Propose and make configuration amendments.
• Attend and provide input into weekly, monthly and adhoc customer support meetings.
• Advise and train support teams with investigations and support processes.
• Participate in performance measurement of support team members.
• Be available to Shift and Standby personnel for significant events.
• Participate in the customer management escalation standby schedule.
• Identify inefficient business and or system processes.
• Analyse and identify business processes identified as inefficient.
• Proposing and ensure implementation of new or enhanced business and or system processes.
• Analysing of Bugs, identifying system improvements and or enhancements to increase productivity and decrease costs and ensure implementation of changes.
• Ensuring that system changes are at all times catering for ongoing business changes and requirements.
• Ensuring that redundant system processes are removed.

Competencies    

• Problem solving exposure at application and business transaction level using application log files and SQL database queries.
• Commitment to performing routine as well as investigation/analysis work tasks.
• Ability to solve medium complexity problems.
• Understand and develop the support team technical competency.
• Self-motivated, proactive, taking ownership of problems until they are resolved.
• Mature person with the sense of responsibility to do after hours standby.
• Good oral and written communication skills.
• Good customer relationship skills.
• Quick learner (short initial ramp up period).
• Must be comfortable with working in the customer domain.
• Results Driven.
• Collaboration and Strategic Thinking.