IT Systems Support Analyst at Cape Union Mart

Job Description

• The primary purpose of the IT Systems Support Analyst is to perform duties related to the implementation, management, maintenance, enhancement and support of critical IT Technology systems.

Key Performance Areas

Technical Support:

• Provide technical support for internal stakeholders and 3rd party vendors.
• Administrative support for internal stakeholders and 3rd party vendors.
• Resolution of support service tickets within defined SLA
• Troubleshooting issues for the system and providing support.
• Provide functional guidance
• Ensure stability of existing systems
• Integrate with relevant business and IT teams
• Provide operational support to the business

Testing:

• Work together with development teams using agile tools and methodologies, including bug tracking and quality assurance management software
• Testing of new releases within technology systems.
• Testing of all integrations & upstream and downstream systems (Order management & POS etc)
• Assist in creating and executing test plans, test cases, and test scripts
• Support the business with UAT

Technology research and discovery:

• Research and recommend new technologies and stay updated with industry reports, whitepapers to discover trends, challenges and opportunities in technology
• Stay ahead with market analysis to understand how businesses and competitors are utilizing new tech
• Working toward higher certification in technology to enhance your existing skills

Documentation:

• Identify and document system deficiencies
• Compile user training documents  
• Document, publish and maintain system design and all interfaces with other systems.

Background Requirements

• Grade 12 / Matric
• Diploma or Degree qualified (IT or related technical)
• Experience in ERP systems (Advantageous)
• Experience in System development lifecycle
• Retail experience
• Proven experience with IT support and ticket resolution
• Experience in IT testing across platforms & systems.
• Stakeholder and Vendor relationship management
• Analytical thinking and problem solving
• Understanding of systems integration
• Functional testing for system enhancements and upgrades
• Incident investigation and resolution
• Time management skills
• Relationship building and business partnering skills
• Verbal and written communication skills

Job Related Behavioural Competencies:

• Adaptability/Decisiveness
• Ability to meet deadlines and overcome challenges
• Ability to clearly and concisely articulate problems and explain exactly how to reproduce them.
• Initiative
• Ability to work well in a rapidly changing environment
• Interpersonal and organizational skills
• Ability to follow set processes and procedures
• Stress Management
• Ability to effectively work in a team environment while being self-directed and highly motivated
• Team player
• Ability to build strong relationships