Implementation and Operational Support Analyst at Momentum Metropolitan Holdings Limited

Role Purpose    

• The Operations Support Analyst is responsible for Operational system support of various applications, the processes and integrations surrounding these applications according to the business needs. Perform Incident management and monitoring during business hours and after hours in terms of operation and maintenance of the applications. This includes daily, weekly and monthly operation procedures, monitoring of systems and applications, providing timely responses to queries, resolutions to problems and reporting issues related to all applications responsible for. Creating and maintaining User Access accounts and is involved in IT/BA/Testing Projects.  

Requirements    
Qualifications & Experience   

• Relevant tertiary qualification (BA/Financial/Admin) is required (e.g. Diploma or Degree). 
• 2 years technical investment operations experience. 
• Highly analytical. 
• Knowledge of unitisation would be an advantage. 
• Background in general controls and application controls. 

Duties & Responsibilities    
Daily duties:

• The Main workflow source will be JIRA (others will be email/telephone), however a JIRA must be created at all times). 
• The Operational Dashboard must be maintained daily. 
• All work on the dashboard must be processed with accuracy and within the agreed service level agreements. 
• Logging of time, adding of comments and re-assigning of JIRAs. 
• Provide feedback on progress of all tasks to applicable stakeholders.
• Report any system/process/human errors to the correct audience.
• Evening monitoring – minimum 1 week per month.

Other Duties: 

• Analysis and Documentation for Processes and Systems: 
• Understand business / user requirements.  
• Compile and maintain process documents.
• Perform needs analysis for system and/or process enhancements. 

Implementation:  

• Participate in system development, when necessary or applicable. 
• Ensure end to end solution testing of new processes and systems.  
• Assist with change management relating to new systems or processes or changes to systems or processes.

Process, Systems Support and Maintenance: 

• Provide ongoing support on applicable systems and processes. 
• Manage associated errors, exceptions and new requirements. 

Competencies    
Competencies Required   

• Experience in administration, particularly in a unit trust and multi-manager environment. 
• Ability to successfully engage in multiple initiatives/projects simultaneously.  
• Ability to achieve excellent results under challenging time constraints. 
• Understanding of business, process and technology -- and their inter-relationships.
• Excellent verbal and written communication skills.
• The ability to interact professionally with a diverse group of executives, managers and users.
• The ability to operate in a mixed business and IT environment.
• Initiative and questioning of the status-quo is encouraged.
• An advanced understanding of technical processes and environments.
• Advanced analysis skills and problem solving ability.
• Attention to detail.
• Formal skills in process analysis and documentation (Visio / business process management solutions).
• Knowledge of SQL in context of various relational database management systems would be advantageous.
• Ability to work independently.
• Ability to work under pressure.
• Take Ownership and Accountability.