Latest Opportunities at BCX

Key Deliverables / Primary Functions:

• Monitors and reports on service levels  
• Owns the "front office" - all of the customer/user experience: Service Desk, Service Level Management, Customer Relationship, Availability  
• Ensure that existing services stay up and running 
• Once a call is logged by CFC, the SDM need to track this until resolved with the service providers of which Openserve is by far the biggest. 

Core Functional Skills & Knowledge:

• Computer Literacy
• Deadline Management
• Office Management
• Professionalism
• Punctionality
• Telephone Etiquette
• Time & Priority Management
• Communication
• Business Writing
• Relationship Management

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma in IT/Engineering or Commerce
• OR NQF 4: Grade 12
• Additional Qualification preferred or advantage

Experience

• 5 years’ experience

OR

• Grade 12 & 7 years’ experience

The following experience will be required;

• Skilled in the development of Power BI reports and applications
• Skilled in the management and development of SQL databases and stored procedures
• Skills in the development of Power Apps will be an advantage

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Key Deliverables / Primary Functions:

• Coordinate digital automation projects and develop solutions using Blue Prism, while ensuring adherence to the solution architecture, standards, and best practices.
• Collaborate with stakeholders to understand their requirements and deliver effective solutions
• Create and analyse functional/technical specifications to confirm user requirements
• Define BCX solution architecture and design, development, testing, and maintenance standards and best practices to ensure automations meet business requirements and targets for efficiency.
• Coordinate the automation of internal and external project teams ensuring adherence to solution architecture, standards, and best practices, as well as on-time solution delivery.
• Write SQL queries to extract and manipulate data from relational databases
• Guide end users, as well as team members, in design, development, testing and maintenance of automation projects
• Create well-documented and reusable assets within the Developer solution architecture.
• Create and maintain solution documentation.
• Recommend altering existing processes if needed to improve automation potential.
• Problem solves issues that arise in day-to-day automation operations.
• Assist with the facilitating of training and product sessions for RPA team, business users, and IT.
• Identify and communicate project risks and issues to management.
• Adhere to IT development lifecycle and change management policies
• Provide end-user training, when required
• Remain up to date with current development technologies, including professional training if/when required

Core Functional Skills & Knowledge

• Programming and coding
• Software testing techniques
• Process Orientation
• Business Processes
• Analytical and Problem Solving
• Documentation Management

Job Match:

Minimum Qualifications

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

Experience

• 3 years of experience in software development and its technologies within the telecommunications environment ideally with Vodacom ITSM Service Delivery Management experience and Vodacom trade partner business experience.
• Exposure to all the CBU&EBU Vodacom IT systems, CBU IT Retail SOP’s - Vodacom Standard Operating Procedures.
• Experience in: PHP, C#, ASP.net, Typescript, net.Core, Entity Framework.Linq; Testing tools like TestRail, SQL Server, MySQL and ability to write SQL, Java, JavaScript, Reacts, Cobol, Delphi, RFID, Zend

OR

• If the highest qualification is grade 12, 5 years of experience in the above is required.

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Key Deliverables / Primary Functions:

Business Analysis and Business Growth

• Responsible for investigative work to seek effective business solutions and, organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment.
• Enable & support Business needs by sourcing data from Data Warehouse, IT Teams, operational and other BI environments
• Perform deep-dive analytics
• Develop and implement statistical models
• Support service Delivery with deep-dive customer analytics
• Translate business requirements into analytics & insight generating            
• Models
• Effective management of Client device health and compliance matrix’s 

Service Level Monitoring

• Highlighting incident, process and customer request and coordination with technical team to ensure that quality services are delivered to the agreed SLA.
• Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request).
• Responsible for identifying the need for corrective actions.
• Highlight trends in Incidents and requests logged
• Trending analysis on SLA achievements
• Analysis on technician efficiency
• Compliance reporting and trending for all DWM clients
• Core Functional Skills & Knowledge
• Power BI
• Microsoft Office
• IT Terminology

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage

Experience:

• 3 years’ experience

OR

• 5 years’ experience if Grade 12

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Key Deliverables / Primary Functions:

• Compile and maintain the integrity of a Configuration Management Data Base in alignment with BCX’s standards and using the BCX prescribed systems. 
• Utilise the BCX Remedy system for request, incident and problem handling, rectifying and implementing preventative actions as and when required. 
• Continuously monitor performance, analyse trends and tune database for optimum performance and record and build a known error database (KEDB) for Problem Handling (R&D). 
• Build and maintain a network of support structures e.g. vendors, employees, user groups etc. for consultation purposes. 
• Continuously stay abreast with the latest release versions and ensure approval of new versions through a user’s acceptance testing (UAT) and quality assurance (QA) process; design and execute a release implementation plan; maintain the Definitive Software Library (DSL); and install, maintain and report license issues as and when they occur.  
• Continuously monitor and report on space utilisation, execute trend analysis, alerts and escalation; monitor memory utilisation and Central Processing Unit (CPU) at all times. 
• Devise monitoring methodology and processes, utilise the appropriate toolsets and report on the availability or uptime. 
• Identify, propose and implement appropriate toolsets for an effective back-up strategy to ensure continuity of services and monitor the back-up strategy on a continuous basis. Validate a DR Plan for the data base(s) under the data centre management, consider the replication, snapshots or remote copy as applicable
• Core Functional Skills & Knowledge
• Customer Management
• DBMS Management
• ICT Knowledge
• Risk Management

Minimum Qualifications:

• NQF 6: 3 year Degree/ Diploma/ National Diploma
• OR NQF 4: Grade 12
• Additional Education -Preferred /Advantage

Experience:

• 3 years’ experience 
• SQL Server Database Administration experience  
• AWS or Azure cloud experience/certification, 1+ years, advantageouS

OR

• Grade 12 & 5 years’ experience 
• SQL Server Database Administration experience  
• AWS or Azure cloud experience/certification, 1+ years, advantageous

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Key Deliverables / Primary Functions:

• Implement preventative and proactive maintenance, including deploying and maintaining monitoring sets for all clients (Node Device, CPU, DiskSpace, Memory).
• Utilize available software or specialist monitoring tools accurately to maintain awareness and control of hardware and software.
• Engage and liaise with all personnel, including VIP personnel.
• Follow the escalation matrix and keep the customer informed.
• Take ownership of Incidents and Service Requests, ensuring resolution and providing continuous feedback, including the ability to perform root cause analysis and troubleshooting across systems.
• Assist with 1st and 2nd level EUM support, including application and device troubleshooting and support, which is not limited to the support of end-user devices but also encompasses Audio Visual support equipment.
• Utilize approved remote management tools to provide remote support for end-user devices, addressing application and device troubleshooting and support.

Core Functional Skills & Knowledge

• Hardware/Software Installation and management
• Customer Orientation
• Hardware Troubleshooting
• Problem solving

Minimum Qualifications

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

Experience:

• 2 years’ experience in IT end user support with an understanding of SLA call management on different service desks