Intermediate Application Support Specialist (Customer and Financial Services) at The Shoprite Group of Companies

Purpose of the Job    

• To plan, manage and support tactical IT projects and perform all support activities within the specified wholesaler area. To plan and manage all activities within the area of technology and within his/her responsibility
• To ensure timely and effective communication with the project team, the project stakeholders and the business support users
• To effectively manage the day to day IT operations within the specified wholesaler area
• To efficiently manage vendor relationships and deliverables within the specified IT environment

Job Objectives    
To plan and handle application support activities within the Customer and Financial Services applications area
-Investigate and analyse problems in order to establish the root cause.
-Establish and assign the solution to the root cause.
-Planning and handling changes within the specified environment – development and configuration.
-Handling software releases and deployments.
-Co-ordinate activities across multiple functional lines.
-Provide back-up to relevant team members and leads.
-Assign and co-ordinate tasks for the Financial Services support area.

To ensure timely and effective communication with the team, the stakeholders and the business support users (e.g. Service Desk)
-Liaise with team members and team managers.
-Maintain regular communication with users in the specified area.
-Communicate to Customer and Financial Services team members (internal and external), branch personnel, IT operations and other departments at all levels.

To ensure effective day to day IT operations within the specified area
-Monitor and follow-up assigned service desk calls
-Identify and resolve support call trends
-Handle relevant support issues
-User Support in the specified area
-Train and Support 1st and 2nd level Service Desk support
Qualifications    

• IT related Degree / Diploma
• A+ and/or MCSE

Experience    

• 5 years experience within an IT support team - essential
• 5 years experience in a Retail / Wholesale industry/ Financial Services - desirable

Knowledge and Skills    

• 5 years - Skilled in information and communication technology
• Change management
• Remedy software knowledge
• Exposure to vendor management
• Exposure to Project Management
• Knowledge of SDLC

Problem solving skills

• Interpersonal skills
• Communication skills
• MS Office suite
• MS SQL