System Support Specialist at Point Group Marketing Services Partner

Job Description

Reporting To: HOD and Ops

The System Support Specialist will provide support for the client and internal team within the Digital Products and Client Team structure and will be based on site. The role will be accountable for ensuring system related queries and issues are resolved timeously and within a good quality standard in order to ensure operational efficiency and accurate reporting outputs.

The System Support Specialist will be expected to complete their duties in such a way that it contributes to a high performing and efficient team. The role will be cross skilled with a Project Coordinator onsite.

Key Responsibilities

• Working closely with the Technical Support Specialist and Project Coordinator as a complimentary role in ensuring an excellent quality system.
• Ensure the system performance is technically optimal.
• Ensure the functionality of the system operates with zero error.
• Speedy resolution, feedback and expectation management on issues, queries and change requests.
• Data checking and management to produce accurate reporting outputs.
• Engage with internal staff and client users on the day-to-day effective use of system.
• Monitor the system and tickets daily and ensure timeous and accurate resolution with feedback or follow up actions if needed.
• System administration, maintenance, quality assurance testing and troubleshooting.
• Provide input and sense check functional specifications relating to change requests or process changes.
• Actively run and manage the quality assurance process.
• Manage the change request process together with the Project Coordinator.
• Promote system initiatives in the client business that contributes to operational excellence,
• value add and cost saving.
• Ensure effective internal and external communication which includes notifying stakeholders of resolution progress updates, system/feature upgrades and downtimes.
• Produce application manuals and technical process flows to add to internal Technical document library.
• Seek ways for process improvement to enhance the user experience or make operations more efficient.
• Contribute with ideas as part of a collaborative and innovative team.

Education and Experience

• ICT/Technical related education or experience in systems implementation/administration
• IT / SDLC related knowledge highly advantageous
• Advanced Excel skills and/or Power BI skills highly advantageous

Specific Knowledge, Skills, Abilities and Key Competencies

• ‘Can do’ attitude
• Good analytical skills and enjoys working with data
• Ability to stay calm and positive under pressure
• Adaptable to change and contribute to a dynamic work culture
• Must be able to persevere through solving complex problems
• History of delivering to tight deadlines
• Pragmatic
• Strong attention to detail
• Client service delivery skills