New Openings at Fidelity Services Group

Minimum Qualifications and Experience:

• Post Matric Qualification Grade 12 (minimum)
• Business Analyst Certification
• Process mapping Certification.
• Knowledge of banking industry processes. Banking certification would be an advantage.
• 5 years of proven track record of working as Business Analyst on Finance and IT projects
• Proving strong quantitative abilities
• Demonstrating proficiency in Microsoft Office programs, such as Excel and PowerPoint
• Showing knowledge of standard accounting procedures
• Excellent analytical, multi-tasking, organizational and project management skills.
• Solid communication (oral and written) and interpersonal skills required to interact with colleagues and clients both at a high-level and at a detailed level.
• Keen interest in understanding new technologies and solving problems.
• Ability to play an integral part in project delivery given tight constraints and uncompromising quality.
• Effective presentation, documentation and report writing skills.
• Professional and well always presented.
• Ability to work under pressure and for extended hours, if required
• Must be prepared to travel.
• Valid driver’s license
• Reliable car

Main Duties:

• Elicit requirements using workshops, document analysis and evaluation of existing and new systems.
• Business/system process mapping techniques
• Create User Interface diagrams.
• Perform post deployment testing to ensure that the system performs perfectly in production.
• Developing a clear understanding of all existing data requirements
• Running specific analysis projects
• Improving the quality of the products and services delivered by IT.
• Assisting with integration and facilitating user acceptance testing
• Review testing results to ensure correct functionality is implemented.
• Supporting the development of training and implementation material
• Providing support during and post implementation 
• Developing project plans and providing project management assistance
• Examine business operations and activities to assist in determining new and improved IT solutions.
• Understand major and minor system change requirements and the drivers thereof.
• Discuss the existing business models and the flow of data in the business.
• Identify options for potential solutions.
• Assess the feasibility of these options from both a technical and business perspective.
• Produce designs of new/changed IT systems/processes for others to develop and build.
• Specify the data, files and logical operations the system will perform as well as the way data will be viewed by the user.
• Expand and modify system to serve new purposes or improve workflow.
• Liaise extensively with external (development partners) or internal (user/executive management) clients.
• Work closely with developers and a variety of end users to ensure technical compatibility and user satisfaction.
• Develop training material and SOPs for users of systems.
• Develop SOPs for support staff when application is moved into production.
• Project implementation
• Identifying, evaluating, and having a clear understanding of the high-level business needs of clients and stakeholders.
• Translating business requirements to detailed technical requirements with fluency to enable IT technical teams.
• Critically evaluating information gathered from multiple sources.
• Reconciling conflicting requirements.
• Abstracting up low-level technical information to a high-level general understanding.
• Creation and update of requirements traceability matrix against solution architecture, design, test planning and hand-over to support.
• Providing technical analysis and preparing presentation of recommendation to management.
• Continuously monitoring and analysing potential impacts to requirements and technical scope.
• Assist in developing and validating test plans.
• Business process mapping of current state and desired state.
• Contribute to development of an Opportunity Assessment (Business Case) for solution proposals including business need, cost/benefit analysis, feasibility, and gap analysis.
• Conduct risk assessments for solutions including impact on business process.
• Develop Use Cases to be used by the QA team to develop unit tests and UAT scripts.
• Conduct and/or facilitate information sessions and user training for new applications.
• Contribute to Project Look Backs as part of the post project assessment process.

  Behavioral Competencies:

• Excellent verbal & written communication skills
• Excellent customer service skills
• Analytical thinking
• Computer literate
• Adaptability
• Motivation
• Negotiation
• Persuasiveness
• Presentation skills
• Resilience
• High level of Integrity

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Minimum Requirements:

• Grade 12
• HR certificate/diploma/degree
• Competence in HRIS programs
• Must be multilingual
• At least 2 years, preferably in an administrator environment
• Must be highly organised, energetic and capable of working independently
• HRIS knowledge
• Valid drivers license 

Key areas of responsibility will include:

• Recruitment
• Capturing information on HRIS programs
• Assisting with Injury on Duty (IOD)
• Do Advertisements
• Facilitate assessments.
• General filing
• Handling and resolving employee queries.
• Maintaining employee files
• Handling of ad hoc queries from management
• Assist with Provident and UIF claims.
• Assist with Funeral fund claims.
• HR project coordination
• Other as directed by the business.

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MAIN PURPOSE OF JOB:

• To provide superior service to internal and external customers via all contact channels and all media.

QUALIFICATION & EXPERIENCE:

• Matric or relevant qualification
• Customer Service experience in a Call Centre environment would be advantageous
• Computer literacy essential (MS Word, Excel, Outlook, Listener)

Responsibilities and Duties: 

• Quality of Service
• Offer solutions to client issues and concerns via all contact channels and all media e.gtrouble shooting with technical queries

Productivity of Service

• Log in to FADT systems on time and for full shift duration
• Maintain schedule adherence
• Aim for first time contact resolution

Business Intelligence Management 

• Note details of all customer interactions on applicable systems

Customer Database management

• Action and update all customer requests on Listener
• Proactively maintain customer data

Escalation of client issues and concerns 

• Escalate Issues and Concerns appropriately, utilising correct business processes and systems
• Take ownership of escalated queries, ensuring resolution and follow up with customers

Knowledge Management

• Stay abreast of all changes and additions to knowledge base

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Main purpose of job:

• Service and maintain alarm systems for domestic, commercial and industrial sectors.

Qualification & experience:

• Matric Or Equivalent
• Minimum 5 years’ experience as an alarm technician
• Previous programming, wiring, installations and fault-finding experience

 Job requirements & other attributes:

• Valid driver’s license essential
• Must be PSIRA registered (Grade E)
• Sound knowledge of DSC, FBI, CADDX, IDS, Paradox and Texecom systems
• Knowledge of CCTV, Intercom systems and access control
• Able to work standby as per duty sheet

 Duties & Responsibilities:

Technical:

• Conduct service calls / maintenance and repairs of alarms
• Program alarm panels
• Complete handovers and quotations
• Complete invoices and job cards after every service call
• Complete links up for new clients
• Re-programme alarm systems when the current alarm was part of a takeover
• Complete small installations as and when required 

Admin:

• Complete daily drive sheets
• Complete job reports and technical invoices
• Quote clients on upgrades
• Conduct vehicle, electrical and ladder inspection checks and give feedback to FLM (Field Line Manager)
• Complete a stock control check
• Keep the company vehicle clean and tidy 

Performance standards:

Technical:

• Ensure that scheduled service call are attended or rescheduled accordingly
• Ensure that alarm panels are programmed with prescribed standards
• Ensure that documents are completed timeously and within prescribed standards
• Ensure that the alarm is programmed to ADT standards
• Ensure that all installations are completed to ADT standards

 Admin:

• Ensure that drive sheets are completed accurately
• Ensure that job reports and technical invoices are completed accurately and timeously
• Ensure that quotes are completed accurately
• Ensure that inspection checks are completed on a weekly basis
• Ensure that all stock is available at all times and missing stock is reported immediately to FLM
• Ensure that the company vehicle is clean at all times