Support Analyst at Silica

Day to Day function 

• Provide First Line System Support for Funds Trading Service Desk 
• Perform daily, weekly and monthly trends analysis 
• Perform Root Cause Analysis, with analysis of possible solutions. 
• Engage with teams and partners on queries and logs 
• Collaborate to understand and document complex problems 
• Manage resolution until complete 
• Provide robust and continuous communication to clients and internal stakeholders and partners 
• Contributing to design for internal controls with the relevant technical teams 
• Own and understand the admin support requirements to be implemented on all clients 
• Liaise with stakeholders to gather requirements (internal and external) 
• Support business processing, when required 

Change Management for releases/implementations 

• Review and provide input into the BRS 
• Perform testing (Performance, Regression, Functional, Integration, UAT etc.) 
• Perform Gap Analysis on processes that need to be implemented 
• Identify opportunities to continuously enhance solutions 
• Provide training content and facilitate training for users of technical/business solutions 
• Assist learning and development with training/knowledge transfer including training manual reviews 
• Contributing to design for internal controls with the relevant technical teams 

Prior Work Experience / Background: 

• Knowledge of the financial industry, minimum 3 years (preferably CIS’ or Mutual Funds). 
• Experience in First or second line support role. 
• Experience in technical/business analysis including testing. 
• Experience with software implementation projects preferred. 
• Experience with working in project/business teams preferred

Technical / Special Requirements:

• SQL 
• Understanding of API’s and REST protocol 
• Experience with documentation of requirements  
• Knowledge of software testing 
• Knowledge of Silica SDLC 
• Good general system knowledge 
• In-depth knowledge of specific systems worked on 
• Experience working in DevOps teams 
• Knowledge of Microsoft Office  
• Analytically inclined and solution driven

Educational Requirements:

• Minimum Matric 
• Business Degree or Diploma (in related industry) advantageous 
• Formal business analysis training advantageous 
• Formal testing training advantageous 
• Formal SQL training advantageous