Vacant Positions at Experian

Principle responsibilities

• Support of the change management process with support from Dev teams
• Monitor security flaws and support of related activities to ensure it is monitored and reported.
• Support markets in security activities.
• Managing the intake meetings – ensure tickets are managed correctly according to the process description and SLA requirement (MTTR)
• Coordinating prioritization of tickets
• Managing service windows with support from Technical staff
• Supporting developers in relation to tickets (requirements and processes) 
• Supporting requestors in relation to tickets (requirements and processes)
• Support of Incident Management team for P1 & P2
• Reviewing tickets to identify bottlenecks, duplicates, obsolete tickets etc.
• General ticket handling
• Reports on weekly and monthly basis
• Monthly support to OSM – reporting
• Other administrative support as requested from the Line manager
• Security management of applications used (track security tasks to be delivered, support audit process and policy building)

Required key skills (functional / technical)

• Ability to plan and prioritise tasks in a fast-paced environment with frequently changing
• priorities with limited supervision
• Strong communication skills – able to work effectively with stakeholders from multiple teams and geographies
• Good Excel knowledge
• Good analytical skills

Required qualifications/experience

• Degree or equivalent standard in Computer Science or Information Technology
• Proficient understanding of Software Development lifecycle
• Experience in supporting of the change management process
• Experience in monitoring security flaws and support of related activities to ensure it’s monitored and reported

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Required qualifications and experience

• Relevant Qualification (e.g. Diploma, degree etc.)
• Excellent understanding of Product Development methodologies.
• Excellent understanding of Different phases in Project lifecycle.
• Understanding of Project Management methodologies.
• High Level of Emotional Intelligence must be display.
• Extensive experience in working/managing development teams.
• Extensive experience in managing tier 1 clients and technical teams.
• Extensive experience in facilitating client integration.
• Extensive experience in working under pressure and achieving deadlines.
• Extensive experience in software development delivery
• Excellent time management skills.
• Excellent documentation and writing skills.
• Previous working knowledge of Experian integration services advantageous

Principle Responsibility

• Guide, coach and mentor software development team members.
• Provide project management and technical leadership for every aspect of software.
• Prepare lifecycle for different projects inclusive of research, development, design, evaluation, testing along with delivery to product management.
• Supervise architecture plus lead efforts to develop technical roadmap of all projects with assistance from the Technical Team Leader.
• Establish and stimulate software development standards and processes along with best practices for delivery of scalable and high-quality software.
• Perform closely with Engineers, Developers and Product Management throughout organization to influence product development assisting or improving products.
• Develop relations with existing and prospective internal customers to interpret all individual requirements.
• Learn and display as how products would add value to respective business.
• Prepares a cost analysis on the development of a new product.
• Ensure top quality design reviews attaining business goals.
• Supervise resource allocation to assure attainment of business and personnel development goals.
• Involve in strategic plans to accomplish technical as well as business with leadership chain, team and with customers.
• Manage and execute software development projects from beginning to finish.
• Evaluate projects, develop and update schedules plus supervise project status.
• Collaborate effectively with all team members as well as hold regular team meetings.
• Makes adjustments to a development plan whenever the current idea is not working well.
• Keeps up to date with changes in the market and technology that would affect new product development.

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Principle responsibilities

• Lead the design and delivery of Induction Programme
• Respond to ad hoc training requests.
• Process training requests.
• Manage training budget.
• Set up Employment Equity Forum meetings, prepare slide pack, take meeting minutes and manage the renomination process for new EE Forum members.
• Responsible for Employment Equity Annual Reporting to the Department of Labour and Employment by completing and submitting the EEA2 & EEA4 forms, including EEA12 & EEA13 which are required for Director-General Assessments
• Drive Diversity Equity and Inclusion initiatives.
• Responsible for Workplace Skills Plan and Annual Training Reporting annually to FASSET SETA.
• Plan, manage and drive the Management Control, Skills Development and Socio-Economic Development Elements on the generic BBBEE scorecard to reach the required BBBEE Contributor Level for Experian; and support annual BBBEE audit.
• Manage training providers, negotiate possible discounts, complete procurement process, and facilitate payments.
• Compile and maintain training records.
• Drive monthly training committee for bursary applications.

Required key skills (functional / technical)

• Confident, articulate, and clear communication skills (verbal and written) with strong facilitation and presentation skills.
• Analytical Skills
• Attention to detail.
• Be able to collate, analyze data and prepare reports
• Excellent IT skills – MS Office, Word, Excel, PowerPoint, e-mail, Internet, and Outlook, Teams
• Ability to work in a team and independently to a high standard without constant supervision and ensure deadlines are met under pressure.
• Must be fully aware of the sensitivity and confidentiality of the function and act upon it.

Required qualifications/experience

• OD ETDP qualification / Skills Development Facilitator qualification or HRD degree
• Strong learning and development experience
• Experience of Skills Audit for Workplace Skills Plan reporting
• Good understanding of BBBEE
• Related Experience on EE Reporting

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What you’ll be doing  

Service Support 

• Provide first point of contact for internal and external clients. 
• Participate in the management & Incident desk functions to support Credit Services and Decision Analytics applications and Hosted Solutions. 
• Alignment to EMEA Customer Service Management service desk standards and metrics agreed  
• Participate in the Service Support Process which involves  
• Analysing reported queries  
• Identify corrective actions 
• Logging of cases and incidents 
• Resolve and/or route to relevant resolver groups  
• Liase with resolver groups to ensure regular feedback to clients on progress depending on agreed SLA 
• Escalation and reporting on said cases (if and when required) 
• Confirming with client(s) on the satisfaction of resolution 
• Closure of ticket  
• Ensure all services are delivered within the agreed service levels and performance standards. 
• Ensure all operational checks are completed & issues are communicated appropriately. 

Client Reporting 

• Obtain client feedback on reports content. 

Service Management: 

• To assist the service manager as required in the creation, implementation, management and review of appropriate SLA’s and OLA’s for both internal and external clients in line with the CSDA Support strategy.  Ensuring that the support model is adhered to at all times with appropriate escalation of requests outside of that model. Implementing and creation of appropriate MI to show performance of SLA and OLA’s. 

Building and Managing Relationships 

• To build strong working relationships with all stakeholders.  Being a trusted Experian contact - being able to see and represent the clients view within Experian.  Following through to completion client requests. 

Qualifications

What is required  

• Matric/ Grade 12  
• MS Office suite essential 
• 2-3 years’ Service Desk experience  
• 2-3 years Customer Service experience  
• ITIL Foundation Certification  
• 2-3 years previous knowledge working on ticket logging system 
• Previous knowledge of the application support