Ops Specialist: Automation - Centurion at BCX

Key Deliverables / Primary Functions

Leads the development of automations 

• Primary ownership of discussing and seeking all clarifications from the involved stakeholders regarding Automation application design at the appropriate stage of the life cycle 
• Leads the configuration and deployment of Automation Systems functions including automations, decision trees and wikis 
• Create/Enable workflows/runbooks for automated remediation  
• Makes use of re-usable content and other “building blocks” of automations 
• Supports installation of Automation Systems software in applicable environments 
• Supports the team during integration and application testing 
• Work hand-in-hand with solution architects, implementation consultants and the customers themselves to build processes that are secure, reliable and efficient 
• Diagnose and provide first-call resolution on complex technical queries, within the service level agreements.  
• Participate in the design and development of testing frameworks and technologies for various projects including the Intelligent Edge, Data and Analytics, Reporting and Contact Centre Platform optimization  
• Follow up on resolutions of client queries as per service level agreements  
• Act as an escalation point for 1st and 2nd level client tickets.  
• Liaise within the Division to ensure queries are resolved timeously.  
• Provide complex technical support in adherence to quality standards and customer service excellence. 
• Contribute to product documentation, customer knowledge base, and best practices guides.  
• Continuously improve process and tools for normal, repetitive support tasks. 

Core Functional Skills & Knowledge

• Troubleshooting
• Programming and coding
• Business Processes
• Infrastructure Technology
• Source code

Minimum Qualifications

• NQF 6: 3 year Degree/ Diploma/ National Diploma in Information Technology or Computer Science
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage

Experience

• 3 years’ experience in IT support experience, with hands-on experience with automation technologies.  

OR

• Grade 12 & 5 years’ experience in IT support experience, with hands-on experience with automation technologies.