Application Support Specialist

Sanlam Limited; South Africa; On-site; ZAR 300,000 - 500,000; Full time

Job summary

A leading company in South Africa is seeking an IT Application Support Specialist to enhance user experience through efficient issue resolution in payroll systems. The role encompasses responsibilities such as providing guidance on business-critical software and ensures compliance and accuracy in payroll processing. Ideal candidates will possess relevant experience and contribute to a collaborative workplace environment dedicated to service excellence.

Qualifications

• An IT qualification/certification is advantageous.
• Minimum 2–4 years’ experience in application support required.
• Proven experience in the Employee Benefits industry is critical.

Responsibilities

• Provide technical support and guidance on Payroll applications.
• Conduct trend analysis and root cause investigations.
• Collaborate with project teams to resolve complex technical issues.

Skills

Incident Management

Problem Solving

Communication

Time Management

Collaboration

Education

Matric (Grade 12)

ITIL Certification

Tools

MIP

JUMP

STeP

Job description

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Sanlam Corporate forms part of the Sanlam Group which offers retail and corporate life insurance, health and investment products in South Africa. Our vision is to be the preferred partner to Corporate and Public Sector by providing an awesome client experience and comprehensive solutions that enable the financial resilience and prosperity of those entities and their employees. We tap into over 100 years of expertise to provide cost-effective Employee Benefits and Healthcare Solutions that enable financial confidence for our members. We enable our clients to make better retirement and risk decisions today through determined and passionate thought leadership and best-in-class people, innovative products and proven processes all designed to help people live a better life tomorrow.

We believe in creating and cultivating a positive, energised working environment that gives every individual the opportunity to achieve success by embracing diversity and growing our talent.

You will be responsible for the timely and effective resolution of IT user queries and issues by receiving, logging, and coordinating rapid and appropriate support. You will provide assistance and advice on both new and existing systems. This will include responsibilities related to payroll processing and receipting tasks within system workflows, conducts trend analysis to identify common incidents and recurring issues. You will be required to investigate root causes by replicating issues in a test environment or analysing system design and act as a liaison between users and the IT department. You will manage expectations and ensure clear communication. You may oversee incidents through to full resolution.

Key Responsibilities

• Provide technical support and guidance on business-critical software applications and systems, including those related to Payroll and Contributions processing
• Perform regular system monitoring and maintenance tasks
• Collaborate with project teams to investigate and resolve complex technical issues
• Ensuring effective root cause analysis and solution implementation, with particular focus on Payroll and Contributions workflows
• Partner with cross-functional departments to support knowledge sharing and alignment across Payroll, Contributions, and other business domains
• Conduct functional testing and validation of new applications, system upgrades, patches, and configuration changes, emphasizing accuracy and compliance in Payroll and Contributions processing
• Coordinate with external vendors and internal stakeholders to ensure timely resolution of application-related issues impacting Payroll and Contributions

Qualifications and Experience

• Matric (Grade 12) required
• An IT qualification/certification would be advantageous (e.g. ITIL certificate)
• Minimum 2–4 years’ experience in application support
• Application support in Payroll and Contributions systems would be highly advantageous
• Financial services experience is required
• Proven experience in the Employee Benefits industry
• Operational knowledge of, Benefit Payments, Payroll Processing, Member and Employer Contributions
• Hands-on experience with Sanlam Employee Benefits systems such as, MIP, JUMP, STeP advantageous

Knowledge and Skills

• Strong incident management and escalation capabilities
• Proficient in diagnostic analysis and structured problem-solving techniques
• In-depth understanding of Payroll and Contributions systems associated processes, and compliance requirements
• Effective time management and prioritization skills in a fast-paced, deadline-driven environment
• Excellent written and verbal communication skills for liaising with both technical teams and business stakeholders
• Hands-on troubleshooting expertise in Payroll and Contributions
• Experience with transaction flows and related application issues
• Commitment to reducing audit findings and strengthening controls
• Focus on continuous process improvement and operational efficiency
• Active involvement in business and IT projects
• Due to operational requirements after- hours work may be required to ensure operational continuity
• Ability to perform well under pressure with a calm, solution-focused approach
• Strong team player who promotes collaboration and open communication
• Deadline-driven with a proactive mindset and strong ownership
• Flexible and adaptable when handling changing priorities and tasks
• Excellent task prioritization and time management skills
• Meticulous attention to detail and a hands-on approach to problem-solving

Interpersonal savvy - Contributing independently

Decision quality - Contributing independently

Action orientated - Contributing independently

Optimises work processes - Contributing independently

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth.Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.