Application Support Specialist MMH260521-8

Momentum; Cape Town; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Momentum is seeking a capable Support Analyst to investigate, analyse, resolve and advise on business application support issues. You will provide technical support for a portfolio of applications within the Application Operations area, handling incidents, changes and problem management, and using SQL queries and log analysis to support delivery.

The role requires completing incident life cycles, documenting releases, and ensuring efficient communication between IT and the business.

Qualifications

• Matric and IT qualification as described.
• Minimum 2 years of support/application experience.
• Basic knowledge of incident handling, change and problem management.
• Experience analysing application logs and SQL queries.
• O2 experience would be advantageous.

Responsibilities

• Participate in the complete life cycle of support issues from logging, investigation, recreation, resolution, workarounds and liaising with the client regarding delivery of fixes.
• Address advanced customer business and technical queries.
• Assist with providing and implementing temporary workarounds.
• Review and improve operational requirements relating to business processes.
• Coordinate and manage maintenance requests between the Business and IT.
• Ensure that requests are timeously resolved.
• Ensure that documentation exists and sign-off is obtained on system releases.
• Align business processes and ensure system requests contain necessary information for IT to act promptly.
• Analyse system requests to identify inefficient processes and training needs.
• Recommend business process developments to maximise efficiency and minimise costs.
• Ensure regular interaction between IT and the business and proper system/test documentation.
• Transfer knowledge to business partners and technical support on a daily basis.

Skills

Incident handling

Change management

Problem management

SQL queries

Log analysis

Education

Matric (Grade 12) certificate

3 years tertiary qualification or a relevant IT qualification

Job description

Role Purpose

To investigate, analyse, resolve and advise on support issues in a business application support environment.

Additionally provide technical support for a portfolio of applications within the Application Operations area of the business.

Requirements

Qualifications

• Matric (Grade 12) certificate
• 3 years tertiary qualification or a relevant IT qualification

Experience

• Minimum 2 years support analyst or senior application support experience
• Basic knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
• Exposure at application and business transaction level using application log files and SQL database queries
• Commitment to performing routine as well as investigation/analysis work tasks
• O2 experience – is this non-negotiable

Duties and Responsibilities

• Participation in complete life cycle of support issues from call logging, investigation, recreation, resolution, workarounds and liaison with the client regarding delivery of fixes.
• Addressing advanced customer business and technical queries.
• Assist with providing and implementing temporary workarounds.
• Review and improve operational requirements relating to the business processes.
• Coordinate and manage maintenance requests between the Business and IT.
• Ensure that request, are timeously resolved.
• Ensure that all the documentation exists and that sign-off is obtained on all system releases (SAS 70 requirements).
• Align business processes.
• Ensure that system requests accommodate all information and detail required in order for IT to affect the request as timeously and correctly as possible.
• Analysis of system requests at all times in order to identify inefficient business process, training requirements and system enhancements.
• Recommend developments on Business Processes with the view on maximising efficiency and minimising administrative costs.
• Ensure that regular interaction and exchange of information is achieved between IT and the business.
• Ensure proper system/test documentation and safe keeping thereof.
• Knowledge transfer to business partners and technical support on daily basis.