YC: IT Support at UD Trucks

Job Overview
UD Trucks is known for our pioneering technologies and products within the commercial automotive industry. This IT Support job carries out user support, identifies defects and proposes changes and improvement activities for an assigned application or group of applications. This job assists users when defects are found by resolving the defects or providing temporary workarounds to keep the application operational when needed. 

This position is earmarked to Unemployed Youth on a 12 month contract basis. The person applying must comply with the criteria and be registered on the Yes4Youth platform

Responsibilities and Duties

• Responsibilities at Professional Development 
•  Support users by explaining system capabilities, handling questions and solving incidents 
•  Identify actual and potential software problems and provide analysis to the maintenance team according to Incident Management principles
•  Respect commitments according to the support part of the Assignment Agreements
•  Acquire basic knowledge of the business processes supported by the application in the area of assignment.
•  Follow recommended Ways of Working with Incident & Knowledge Management systems for reporting and tracking
•  Attend relevant Group IT communities and forums 
•  Command of English – as per QDB requirement specified in the matrix
• Additional Responsibilities at Professional Development 
•  Propose changes and improvement activities that make the application more efficient and/or reduce operation or maintenance cost
•  Be able to identify problems using application root cause analysis and investigation, understand integration framework for associated applications as needed to solve a problem 
•  Participate in the planning of application maintenance and enhancement activities
•  Acquire sufficient knowledge of business processes in the area of assignment
•  Analyze user problems in areas of responsibility and support business users with efficient usage of the systems
•  Follow recommended Ways of Working with Incident, Problem & Knowledge Management systems and share Best Practices within teams , write articles in support knowledge base to improve efficiency
•  Understanding of Devops principles and Lean Way of Working
•  Participate actively & suggest ideas in relevant Group IT communities and forums 
•  Identify scope of automation in repetitive tasks
•  Command of English – as per QDB requirement specified in the matrix

Additional Responsibilities at Professional Development 

•  Participate in project phases including: testing, deployment planning & preparing for the support phase, roll-out, etc. along with project teams
•  Acquire sufficient knowledge of business  processes in the multiple areas of assignment across solutions 
•  Analyze user problems spread across multiple systems and resolve incidents in liaison with developers/functional consultants as needed
•  Good understanding of Integrations of associated applications – demonstrate ability to analyze issues generated from Integrated and associated applications 
•  Suggest optimized Ways of Working with Incident & Knowledge Management systems to improve efficiency in operations & processes
•  Technically lead and supervise other Application Support Professionals within their area of responsibility , review knowledge base articles
•  Possess good understanding of DevOps principles and mobilizes the teams to work in a DevOps setup as applicable
•  Active contribution in relevant Group IT communities and bodies with respect to process improvements & best practice sharing
•  Identify scope of automation in repetitive tasks and plan efficiency improvement in system operations through usage of advanced technologies like RPA, Chatbot etc
•  Command of English – as per QDB requirement specified in the matrix

Minimum qualifications

• Proven Qualification in IT (Diploma &/ Degree)
• Relevant Technical, Business and Soft Skills Training 
• Command of English – (as per QDB skill G030)

Understanding of Devops principles and Lean Way of Working