Technical Application Support Analyst - Department of Information Technology Services at University of Pretoria/Universiteit van Pretoria

JOB PURPOSE:

To take responsibility for the provisioning, maintenance (installation, configuration, upgrade and patching), problem solving, availability, performance/monitoring, backups, disaster recovery and support (also after-hours) of all the applications,  databases and supporting software that are supported by the ITS Application Support Analyst team. The incumbent of this post may from time to time fulfil either a maintenance and support role, or a development role, or aspects of both, depending on operational requirements. The major focus of this job will however be maintenance and support.

RESPONSIBILITIES:

The successful candidate's responsibilities will include, but are not limited to:

System maintenance and support:

• Software installation and maintenance:
  • Installation, upgrade and maintenance of all applicable UP corporate systems (vendor-supplied as well as in-house developed) and related system software on which these systems rely. This includes new installations and upgrades, service packs, patches etc., both during office hours and after-hours when required; 
• System support:
  • Support, maintenance and monitoring of all applicable UP corporate systems (academic as well as support services systems). This includes tuning, trouble shooting, problem prevention, backup/recovery, disaster recovery, security administration and capacity planning;
  • Liaise with product vendors and use vendor information sources to resolve software problems and obtain information about new versions, upgrades, service packs etc.;
  • Define and implement procedures for the effective deployment of enterprise applications and/or application changes;
  • Define and implement procedures for the effective migration of enterprise applications and/or application changes through the application development lifecycle;
  • Document and maintain Disaster Recovery procedures and participate in Disaster Recovery testing activities;
  • Write scripts/applications to:
    • Generate load and test system performance, as an aid in problem detection and resolution;
    • Automate system administration processes;
  • Support testing activities of all applicable UP corporate systems;
• User support:
  • Attend to users' enquiries on an on-going basis. Provide information and support, according to the nature of the enquiry;
  • Provide after-hours support to IT Helpdesk, Data Centre personnel and users with regard to the availability of all applicable UP corporate systems;
  • Ensure that requests for system changes, system errors and associated system-development work are registered and attended to according to the prescribed procedures; 
• Standards, processes and documentation:
  • Set and enforce standards for all applicable UP corporate system environments;
  • Create and maintain documentation of the following:
    • All changes made to existing systems, configurations and procedures;
    • New environments that have been created, as well as the necessary migration of data;
    • New processes that were implemented;
    • Exceptions with regard to standard processes, etc.;
  • Must adhere to the following:
    • IT policies and procedures;
    • Business processes and rules;
    • Configuration management and documentation procedures;
    • System security techniques, methods and standards;

System development:

• Analysis and design:
  • Assist with the development of configuration management plans;
  • Participate in Proof-of-Concept projects, etc.; 
• System development and integration assistance:
  • Needs determination:
    • Compile detailed technical specifications according to prescribed standards;
    • Cooperate with the integration team to investigate system integration and interfaces with other systems, etc.;
  • Layout and design of files:
    • Do data analysis, as necessary for programmatic data migration, the merging of data, data downloads, data uploads and data cleaning, as necessary, etc.;
  • Programming:
    • Code the programs by using a particular programming language, e.g. Java, etc.;
  • System testing:
• Support the test analyst with the compilation of the test data, etc.; 
• System Implementation:
  • Compile, in co-operation with the relevant main user(s) and DBAs, a deployment/implementation plan, or give inputs into the implementation plan in cases where a project manager is involved;
  • Provide inputs to users’ needs for system-related hardware, etc. 

MINIMUM REQUIREMENTS:

• Applicable Bachelor’s degree or B Tech (e.g. B.Sc. or B.Com Informatics) WITH
• Three years’ relevant experience as technical application support analyst, which includes or may run concurrently with:
  • Three years’ experience in technical maintenance, administration and application lifecycle management of production systems (including related system software and databases);
  • Three years’ experience in trouble-shooting and problem resolution;
  • Three years’ experience in working with users and providing user support;

OR

• Applicable IT related three year diploma (e.g. National Diploma Computer Science, Diploma in Information Technology) WITH 
• Four years’ relevant experience as technical application support analyst, which includes or may run concurrently with:
  • Four years’ experience in technical maintenance, administration and application lifecycle management of production systems (including related system software and databases);
  • Four years’ experience in trouble-shooting and problem resolution;
  • Four years’ experience in working with users and providing user support.

REQUIRED COMPETENCIES (SKILLS, KNOWLEDGE AND BEHAVIOURAL ATTRIBUTES):

• Knowledge:
  • Windows, Linux and other Unix operating systems;
  • Installation and technical administration of SQL databases;
  • Installation and technical administration of system software;
  • Usage of diagnostic and monitoring software; 
• Technical Competencies:
  • Troubleshooting within an IT software environment;
• Behavioural Competencies:
  • Minimum:
    • Very good problem solving and analytical skills;
    • The ability to follow instructions, guidelines, policies and procedures;
    • The ability to manage the continuous changes within a technological environment;
    • The ability to maintain a high level of professionalism and responsibility;
    • Good interpersonal and conflict handling skills;
    • Good language and communication skills (both written and verbal);
    • The ability to attend to a variety of tasks simultaneously, work under pressure and adhere to strict deadlines;
    • The ability to work effectively in a multi-disciplinary team;
    • The ability to effectively manage time and resources efficiently;
  • Desirable:
    • Knowledge and experience of risk management principles, configuration management, and understanding of organisational design.

ADDED ADVANTAGES AND PREFERENCES:

• Three years’ system development experience;
• Two years’ experience in:
  • The compilation of user requirement specifications;
  • Working with Microsoft SQL and MySQL databases, and optionally Oracle databases; 
• Courses and/or experience in the following:
  • Systems analysis and design;
  • Object oriented analysis and design;
  • Development frameworks (e.g. JDeveloper, Microsoft .NET);
  • Programming languages (e.g. Java, People Code);
  • Certification (e.g. Sun Java, J2EE);
  • Project management;
  • Business analysis;
  • Test analysis;
  • Java;
  • Unix/Linux;
  • Microsoft .Net;
  • Microsoft Windows and Office;
• Knowledge, understanding and experience of:
  • Load testing and performance tuning of systems;
  • Managing the system development life-cycle;
  • Relational database models and architecture;
  • Data/business/systems modelling;
  • Producing high quality documentation;
  • Experience in the design, development and implementation of complex systems in a tertiary education environment;
  • Automation of database and application maintenance.