Support Analyst - Sandton at Discovery Limited

Key Purpose

Provide maintenance and support to minimize service disruption and facilitate operations. Investigate problems with software applications and back end systems to diagnose root causes, and work on fixing them. Keep support standards and processes and writing the related documentation. Maintain good professional relationships with counterparts of engineering and customer support department

Areas of responsibility may include but not limited to

• Support & Documentation
• Provide support to business users and investigate data discrepancies and application errors, and propose modifications and enhancements to existing applications to improve their functionality or address any issues that arise
• Coordinate with teams and resolve all complex application and system issues
• Administer and resolve member issues, provide updates and perform root cause analysis
• Plan, execute and implement configuration changes to ensure all applications are functioning optimally
• Supervise all alerts related to application and system procedures and provide services proactively
• Perform root cause assessment and debug all issues on server domain, and availability of applications
• Provide Level 3 support for the applications and products
• Prepare appropriate documentation of all known issues and workarounds

Operations

• Daily monitoring and maintenance activities
• Attending to issue tickets and resolving them, providing feedback to the reporter
• Assist in the day-to-day operations to keep products and systems up and running
• Participate in regular meetings to discuss, feedback and advise on current issues
• Knowledge of the production support processes such as incident case management, logging, prioritization of issues and status updates to various levels of management
• Escalation Level Production Support duties

Personal development

• Keep abreast of current technological trends and how these might be applied in the Discovery environment
• Constant improvement of knowledge of the various applications, their functionalities and data models

General

• Ability to communicate clearly, constructively and effectively. Easily able to follow and participate in technical, business process, and other discussions
• Able to build business relationships with other members of team and the business areas we support

Personal Attributes and Skills

Behavioral competencies

• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Drives Results
• Problem Solver
• Leadership Skills
• Strategic Agility
• Manages complexity
• Balances Stakeholders

Skills

• Agile Methodology
• Time Management
• Telephone etiquette
• Communication
• Listening
• Conflict handling
• Soft-skills
• Report writing

Technical

• Databases Queries (SQL)
• Atlassian tool suite (Jira, Confluence)
• Nice to have:
• Test Tools – SoapUI (SOAP) / REST client (JSON)
• Oracle, PL/SQL
• Linux command line
• Monitoring/reporting tools (Splunk, Dynatrace, etc.)
• Understanding of XML and JSON

Education and Experience

Education

• Matric
• A Bachelor’s Degree or Diploma in Information Systems or Informatics will be advantageous

Knowledge

• Knowledge of Web Services
• Fundamentals of database structures and retrieving data from a database
• Agile Methodology
• An excellent understanding of practical Service Delivery
• Microsoft Excel and Word