Business Applications Support Officer

Recruitment Insured; Cape Town; On-site; ZAR 350 000 - 500 000; Full time

Job summary

A private higher education institution in Cape Town is looking for a Business Applications Support Officer. The role involves enhancing operational efficiency through technical support and process optimization, leveraging data analytics for better service performance. Candidates should possess a relevant bachelor's degree, certifications in business intelligence, and 3-5 years of experience in a support role, ideally within a higher education environment.

Qualifications

• 3-5 years' experience in a contact center or customer support role.
• Proven experience in business process improvement and workflow design.
• Hands-on experience with CRM systems and reporting platforms.

Responsibilities

• Provide enablement and technical support.
• Optimize processes and embed automation.
• Monitor system performance and contribute to service design.

Skills

Technical support

Process optimization

Data analytics

Continuous improvement

Education

Bachelor's degree in information systems or related field

Certifications in Business Intelligence or related

Tools

Microsoft Dynamics

Power BI

Tableau

Job description

Introduction

A dynamic and reputable private higher education institution is seeking a Business Applications Support Officer based in Cape Town.

Purpose of Role

The Business Applications Support Officer is responsible for driving operational efficiency, service performance, and continuous improvement across the non-academic contact center. The role focuses on enabling systems, optimising tools and workflows, and embedding automation. By leveraging data analytics and business intelligence, the Specialist ensures scalable, compliant, and seamless support operations that enhance student and agent experience. The role also monitors system performance, contributes to service design, and collaborates with internal stakeholders to enable end-to-end lifecycle support through smart technology.

Duties & Responsibilities

• Enablement and technical support
• Process optimization and automation
• Analytics, reporting and compliance
• Continuous improvement and project collaboration

Desired Experience & Qualification

• Bachelor's degree in information systems, Business Intelligence, Process Engineering, or related field
• Certifications in Business Intelligence, or Business Analyst, CRM Administration, Automation Tools (e.g. MS Dynamics, Power BI)
• Minimum 3-5 years' experience in a contact center or customer support enablement role
• Proven experience in business process improvement, workflow design, and tool rollouts
• Hands-on experience with CRM systems (e.g. Microsoft Dynamics), reporting platforms (e.g. Power BI, Tableau), and automation tools
• Experience in a higher education, academic support, or student service environment is preferred