Junior Technical Consultant at Quintica

JOB DESCRIPTION

1. JOB DETAILS 

Title - Jnr Technical Consultant

Reporting To - Managed Professional Services

Division - Quintica Cape Town 

2. JOB OVERVIEW

The candidate must be willing to work with and support ServiceNow, BMC and other similar cloud based service management automation systems.

Responsibilities include:

• User administration on the Service Management software
• Basic system administration of the software
• Perform updates and vulnerability checks ensuring compliance with Security Policies
• Configuration of enhancements for forms, notifications, Service Level Agreements and workflows using software configuration capabilities and other configuration activities
• Configuration of front end portals using HTML/CSS/Angular JS
• Updates to documentation (Build documentation, Test documentation & Training documentation)
• Keep updated with latest versions of the Service Management Software
• Working closely with the Business Analyst to understand requirements to be configured
• Attend customer meetings

3. EDUCATION – EXPERIENCE - KNOWLEDGE

Education - Bachelor’s degree/diploma in computer science, management information systems (or related field), or equivalent other certifications

Experience & Skills

• Working in IT development and / or IT support work experience
• Good understanding of IT Service Management concepts
• Good at troubleshooting issues and provide correct accurate feedback to both users and other team members
• Working under pressure
• Effective team player who can adapt to various team cultures.
• JavaScript, Perl, PHP, Angular, etc.

4. DUTIES - RESPONSIBILITIES

• Perform day to day administration of the target systems, including making approved changes to processes and work flows
• Control system access and data security
• Integrate social IT elements
• Develop clear and concise technical documentation of implemented functionality on the platform
• Work directly with end users to resolve defects encountered on the platform as well as implemented functionality
• Facilitate the management of version upgrades as well as remediation of platform issues on behalf of the customer
• Create reports as well as the scheduling thereof where applicable
• Aid in creating baseline performance metrics
• Facilitate workflow enhancements to the applications including automation and/or additional self-service features and functions
• Perform additional duties as requested
• Activation and Configuration of System plugins and properties.

5. SKILLS – PERSONAL ATTRIBUTES

Customer Service Skills

• Patience
• Attentiveness
• Clear communication skills
• Knowledge of the product
• Ability to use positive language
• Time management skills
• Ability to read customers
• A calming presence
• Goal oriented focus
• Ability to handle surprises
• Persuasion skills
• Tenacity
• Closing ability
• Willingness to learn

PEOPLE SKILLS

Self-Awareness

• with high emotional intelligence are usually very self-aware. They understand their emotions, and because of this, they don't let their feelings rule them. They're confident – because they trust their intuition and don't let their emotions get out of control. They're also willing to take an honest look at themselves. They know their strengths and weaknesses, and they work on these areas so they can perform better. Many people believe that this self-awareness is the most important part of emotional intelligence.

Self-Regulation

• is the ability to control emotions and impulses. People who self-regulate typically don't allow themselves to become too angry or jealous, and they don't make impulsive, careless decisions. They think before they act. Characteristics of self-regulation are thoughtfulness, comfort with change, integrity, and the ability to say no.

Motivation

• with a high degree of emotional intelligence are usually motivated. They're willing to defer immediate results for long-term success. They're highly productive, love a challenge, and are very effective in whatever they do.

Empathy

• is perhaps the second-most important element of emotional intelligence. Empathy is the ability to identify with and understand the wants, needs, and viewpoints of those around you. People with empathy are good at recognizing the feelings of others, even when those feelings may not be obvious. As a result, empathetic people are usually excellent at managing relationships, listening, and relating to others. They avoid stereotyping and judging too quickly, and they live their lives in a very open, honest way.

Social Skills

• usually easy to talk to and like people with good social skills, another sign of high emotional intelligence. Those with strong social skills are typically team players. Rather than focus on their own success first, they help others develop and shine. They can manage disputes, are excellent communicators, and are masters at building and maintaining relationships

Intrapersonal

• Awareness of your interactional style
• Difference between real and ideal self
• Level of self-acceptance
• Extent to which values are satisfied
• Determination of locus of control
• Ability to endure stress and pressure
• Level of frustration tolerance
• Ability to manage anger

Interpersonal

• Acceptance of others
• Level of assertiveness
• Use of conflict resolution styles
• Listening skills
• Ability to build trust
• The art of self-disclosure
• Offering emotional support

 Communication Skills

• Active listening
• Good verbal and nonverbal communication skills
• Clarity and concision
• Friendliness
• Confidence
• Empathy
• Open-mindedness
• Respect
• Feedback
• Picking the right medium

Teamwork & Collaboration Skills

• Building and Maintaining Relationships
• Give and receive feedback from peers or other team members in order to perform the task
• Share credit for good ideas with others
• Acknowledge others' skill, experience, creativity, and contributions
• Listen to and acknowledge the feelings, concerns, opinions, and ideas of others
• Expand on the ideas of a peer or team member
• State personal opinions and areas of disagreement tactfully
• Listen patiently to others in conflict situations
• Define problems in a non-threatening manner
• Support group decisions even if not in total agreement

Achieving the task

• Give and seek input from others (in formulating plans for recommendations)
• Assist others in solving problems and achieving own goals
• Share information, ideas, and suggestions
• Ask for help in identifying and achieving goals and solving problems
• Check for agreement, and gain commitment to shared goals
• Notify others of changes or problems in a timely manner
• Make procedural suggestions to encourage progress towards goals
• Check for understanding
• Negotiate to achieve a "win-win" outcome