Document Management Support Analyst at Sanlam Group

What will you do?

• The Document Management Support Analyst is responsible for the monitoring, maintenance, and support of document management systems and related IT infrastructure.
• The role ensures system stability, optimal performance, and high-quality service delivery to business users while contributing to continuous improvement initiatives.

What will make you successful in this role?

System Monitoring & Support

• Monitor and maintain document management and supporting software infrastructure
• Perform daily system health checks and proactively resolve issues
• Provide first-line support for document capture environments and associated systems
• Ensure system availability meets agreed service levels

Incident & Problem Management

• Diagnose, troubleshoot, and resolve software and infrastructure issues efficiently
• Escalate complex incidents where necessary, following ITIL practices
• Maintain accurate incident and resolution records

System Administration & Maintenance

• Perform routine maintenance, system updates, and software testing
• Provide server support and ensure infrastructure reliability
• Assist with system configuration and environment administration

Continuous Improvement & Documentation

• Identify and implement process improvements
• Develop and maintain support documentation, procedures, and knowledge articles
• Promote best practices and consistent support processes

Stakeholder Support & Training

• Provide guidance to users on optimal system usage
• Support application development teams via system administration
• Deliver quality customer service and maintain strong stakeholder relationships

Reporting & Compliance

• Produce regular service and performance reports
• Ensure compliance with organisational standards and policies
• Participate in after-hours standby rotation as required

Qualification

• Matric
• Relevant IT qualification (Diploma/Degree in Information Technology or equivalent)

Experience

• Experience in first-line IT support and system administration
• Experience troubleshooting software and infrastructure environments
• Exposure to document management systems (advantageous)
• Basic development or scripting knowledge (advantageous)

Technical Knowledge

• Understanding of ITIL principles and support frameworks
• Knowledge of server environments and system infrastructure
• Familiarity with enterprise document management or capture systems