Open Roles at BETSoftware

Job Description

We Want You:

You Bring:

• Bachelor’s Degree/National Diplomas.
• Relevant Project Management Certifications PMP, Prince II, Scrum Master, etc.
• 2 - 3 years’ experience in Software Development Project Management.
• 2 – 3 years’ experience with full product lifecycle with understanding of development lifecycle and various technology methodologies that support that lifecycle.
• Sound experience in Software Development Lifecycle and Implementation.
• Excellent planning, organizational and prioritization skills and be able to manage multiple projects simultaneously.

What You’ll Do:

Ensuring Project Management:

• Builds and maintains strong business relations with existing and prospective internal customers to interpret all individual requirements.
• Reviews changes in legal and procedural requirements affecting the business or projects.
• Validates product requirements and specifications with various departmental team members to understand the business requirements and facilitate handover to the development team.
• Analyses information and business systems to make recommendations for improvement of processes and systems.
• Co-ordinates, arranges and manages daily/weekly and monthly meetings with subordinates, management and business stakeholders as required.
• Is accountable for project status reporting as defined in a Communication Plan or as required by the Business Unit.
• Is accountable for proactively tracking the end-to-end project schedule and driving corrective action where required.
• Is accountable for end-to-end project planning and a Project Management Plan – including plans for Scope, Communication, Risk & Issues, Dependencies, Cost and Stakeholder Management.
• Assists Team Lead in creating and updating of Team Capacity Plans.
• Assists Team Lead in reviewing team backlogs and re-prioritisation with stakeholders.
• Identifies and schedules project deliverables, milestones, and required tasks.
• Adheres to best project management practices and methodologies such as Professional Management Institute standards or similar.
• Proactively manages change - including time, cost and scope changes.
• Tracks project decisions made on the project.
• Assists Business Units in getting any required benefits monitoring and reporting in place.
• Participates in all areas of the software development life cycle and provides technical support to other company personnel.
• Manages internal business processes or systems/application development projects.
• Liaises and manages external resources and suppliers.
• Ensures appropriate procedures and processes are followed.
• Participates in design control activities, and monitors, evaluates and ensures the completion of tasks and projects.

Ensures Effective Reporting:

• Reports on project success criteria results, metrics, test and deployment management activities.
• Determines the frequency and content of status reports from the project and program team, analyse results and troubleshoot problem areas.
• Provides status reporting regarding project milestones, deliverable, dependencies, risks and issues, communicating across leadership.
• Defines success criteria and disseminate them to involved parties throughout project and program life cycle.

Ensures Effective Communication:

• Communicates any project risk and issues including timing, budget, resources, scope and more to IT management.
• Collaborates closely with the Senior Project Manager and PMO Leader on enterprise projects.
• Communicates with various departmental team members to understand the business requirements.

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Job Description

We Want You:

You Bring:

• A minimum of 3 years’ experience working onsite supporting customers.
• CompTIA Network+ required.
• Experience with/in:
• Service level agreements and maintenance.
• Experience in networking and telecoms.
• Experience in Microsoft suite applications.
• Valid Driver’s License required.
• Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantageous).
• Microsoft Systems Engineer (MCSE) (advantageous).
• ITIL Foundation certification (advantageous).

What You’ll Do:

Technical Support:

• Installation, setup, maintaining and training of all relevant systems, hardware, services, networks and software daily.
• Set up, maintain or repair computer equipment and related devices.
• Installation and troubleshooting of networking equipment.
• Attend to all service activities (whether on-site or telephonic support) assigned to the technician according to service level agreement timeframes.
• Train users to work with new computer hardware or software.
• Undertake any other tasks or once-off projects which may be assigned from time-to-time.

Administration:

• Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
• Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
• Log all time correctly and accurately in the ticketing system.
• Update and close off all tickets assigned in the ITSM system and adhere to clearly defined Escalation. Matrices and ITSM RACI.
• Manage technician idle time to ensure all tasks are met as agreed upon by IT Manager and customers.
• Management of any and all escalations relating to IT infrastructure.

Site Survey & Documentation Reporting:

• Compile technical reports and documentation accurately and detailed regarding the customer site.
• Compile and assist with daily incident, service request and change management reporting.
• Timely submission of daily and monthly reports to relevant stakeholders is a critical responsibility. This entails providing daily reports and fulfilling monthly reporting requirements as requested by direct reports to the manager.

Customer Centricity:

• Respond to customer enquiries and issues promptly, demonstrating our commitment to their satisfaction and loyalty.
• Regular feedback to customer on status of all unresolved queries. This should be followed through until the query is resolved.
• Ensure protection of all user’s data in compliance with company policies and the POPI act.
• Consistently deliver outstanding customer support by actively listening to customer inquiries, addressing their concerns, and providing timely and appropriate solutions.
• Identify opportunities to exceed customer expectations, creating memorable, positive interactions.

Key skills/attributes/position specific competencies:

The following indicates what would typically be expected for this role at a competent level:

• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Experience in cabling and electronics.
• Systems troubleshooting.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Excellent written and verbal communication skills – especially writing professional reports.
• Negotiation and networking skills.
• Professional and punctual approach.
• Pride in appearance.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• High level of ethics to ensure corporate responsibility.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

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You Bring:

• Degree / Diploma in computer science or related field.
• At least 1-2 years’ experience within a development environment or successful completion of the BET Software Graduate programme.
• 1-2 years SQL Experience or successful completion of the BET Software Graduate programme.
• 1-2 years C# experience or successful completion of the BET Software Graduate programme.
• 1-2 years .NET core experience or successful completion of the BET Software Graduate programme.
• 1-2 years of restful API experience or successful completion of the BET Software Graduate Programme.
• 1-2 years of server/client-side language is advantageous.
• Understanding of key design principles.
• Proficiency in HTML, CSS, JavaScript, and jQuery.
• Understanding of server-side CSS.
• Good written and verbal communication skills.
• Strong attention to detail.
• Experience with responsive and adaptive design.
• Understanding of SEO principles.
• Good problem-solving skills.
• Good interpersonal skills.

What You’ll Do:

Technical Outputs:

Design Fit for Purpose Solutions & Algorithms:

• Design solutions using most appropriate approved architectural pattern.
• Design solutions for multi-tier architectures.
• Ensure design meets best practices and are Test, DevOps and Support friendly.

Perform Planning:

• Identify and establish objectives for self.
• Work on objectives or goals within timeline.
• Consider all reasonable factors, impediments, and obstacles.

Implementation - Ensure the Solution is Functionally Complete:

• Deliver a solution which covers all the agreed specified tasks and user objectives.
• Deliver a correct solution which provides the correct results with the needed degree of precision.
• Ensure checked in code is reviewed to ensure standards are met.

Implementation – Ensure the Solution has a High Usability Factor:

• Ensure the user/s of the solution can achieve specified goals with effectiveness, efficiency, and satisfaction.
• Ensure the system logically supports user self-learning on how to use the system with effectiveness and efficiency.
• Ensure the solution protects the user against making errors.
• Ensure the user interface is pleasing and presents a satisfying interaction for the user.

Implementation – Ensure the Solution is Reliable:

• Ensure the solution performs appropriately under agreed conditions for extended periods of time without the need for intervention (despite potential attacks).
• Ensure all steps are taken to reduce the occurrence of faults due to misunderstood requirements, design errors, and implementation errors.
• Respond to outages and failures when and where needed.
• Improve fault tolerance even when operational conditions are not optimal.
• Ensure the solution is maintainable, and actively seek methods to reduce down-time.
• Ensure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term.
• Ensure the solution simplifies support and maintenance support through traceability, and effective error messaging.

Implementation – Ensure the Solution has Effective Security:

• Ensure the solution is secure, and confidential by protecting all information and data (also data transmission).
• Ensure persons or other solutions have the degree of access appropriate to their level of authorization and types.
• Ensure the solution has high integrity where the solution prevents unauthorized access to, modification of computer programs, data, or settings.
• Ensure the solution has a high degree of survivability despite third-Party interventions (attacks, human errors, hardware, or software faults).
• Employ logs and records so that actions and events can be proven to have taken place and cannot be disputed/repudiated later.
• Ensure wherever actions can be traced uniquely to the entity which performed it.

Implementation – Ensure the Solution is Maintainable:

• Ensure relevant documentation is provided to support teams to reduce development support burden.

Verify Deployed Solutions:

• Ensure the solution is delivered completely and with the additional assets which are required to make installation/deployment as seamless and easy as possible.

Respond to Outages & Failures:

• Provide proactive support to Peers, Testing, Dev Support and Operational teams so number of escalations to the development team is reduced, thereby maximizing development time.
• Provide support to the Dev Support when required during operational events and create or assist with the creation of SOP’s.
• Be available to handle emergency outages and failures for you or your teams’ solutions.
• Perform trouble shooting and effectively resolve issues to increase solution stability and reduce intervention required over time.
• Recommend and execute approved improvements to development methods and solutions.
• Provide quick resolutions to app/system issues, driving stability, efficiency and effectiveness.
• Maintain solutions which have completed development and are in the operations phase.
• Develop and maintain technical support documentation.
• Assess risk and impact of production issues/changes and take appropriate steps to mitigate risk.

Behavioural Outputs:

Adaptably Resilient:

• Adapts to change and is open to innovative ideas and willing to take on new responsibilities.
• Able to manage pressure and can effectively adjust plans to meet changing needs/demands.
• Changes his/her interpersonal style and approach based on the circumstances.
• Adapts behaviour to maintain cooperative relationships with others.
• Accepts changes to task, plans and procedures to align with strategic direction of the organization and appropriately adjusts behaviour and activities to changing conditions.
• Maintains a positive attitude in the face of change.

Decision Making Quality:

• Makes confident, timely, fact-based decisions drawing on a broad range of resources through collaboration with others.
• Ensures others understand the decision before moving forward.
• Considers short- and long-term implications of the decision.
• Able to logically defend and explain judgements and decisions.
• Takes steps to accurately define the problem before seeking a solution.
• Bases decisions and evaluations on a careful and systematic review of relevant facts and information.

Resourceful and Improving:

• Generates new ideas and challenges the status quo, takes risk, supports change, and encourages innovation.
• Searches for opportunity to create new ideas and innovate or improve efficiencies wherever possible.
• Solves problems through questioning the status quo.