Impactful Application Support Specialist

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

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.