Information Analyst

Bidvest Protea Coin; Centurion; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Bidvest Protea Coin is seeking a VNOC Analyst to review and validate incidents, ensuring data integrity across monitoring, dispatch and incident systems. You will identify deviations, KPI breaches and discrepancies, and help implement corrective actions to maintain audit-ready records.

You will perform root-cause analyses, verify CCTV and access checks, and ensure full documentation for client reporting and trend analysis in line with company policies.

Qualifications

• RSA Citizen
• Matric
• Tertiary administrative qualification advantageous
• Computer literacy – Excel, Word, Outlook
• Annual Criminal Checks – valid for 12 months
• Annual Polygraphing – valid for 6 months

Responsibilities

• Review, validate, analyse, and report on VNOC incidents in line with SOPs.
• Perform quality assurance on incident data across Monitoring, Dispatch and Incident Management systems.
• Identify, document and report SOP deviations, KPI breaches and data integrity issues; recommend corrective actions.
• Provide support as directed by the VNOC manager.
• Incident Validation & Data Integrity: retrieve and verify incidents in CiiMS and ensure correct linking.
• Identify duplicates, flag discrepancies, and consolidate as needed.
• Assess alert handling against KPIs and verify acknowledgement, validation and action.

Tools

Excel

Word

Outlook

Job description

• Review, validate, analyse, and report on all VNOC incidents in line with operational requirements and SOPs.
• Perform quality assurance on incident data, ensuring accuracy, completeness, consistency, and alignment across Monitoring, Dispatch, and Incident Management systems.
• Identify, document, and report SOP deviations, KPI breaches, and data integrity issues; recommend and implement approved corrective actions, ensuring audit-ready records.
• Provide any support as directed by the VNOC manager.
• Incident Validation & Data Integrity:
• Retrieve and verify incidents in CiiMS, ensuring mandatory fields are complete and correctly linked across Monitoring (Proof/Synapse) and Dispatch (R24); confirm system alignment and event Timeline sequencing.
• Identify duplicate incidents and recommend consolidation.
• Identify, flag, report, and, when approved, correct discrepancies.
• Operational & KPI Compliance Review:
• Assess alert handling against KPIs (≤2 min acknowledgement, ≤4 min dispatch), confirming correct acknowledgement, validation, and action.
• Verify validation steps (CCTV checks, access verification, guard confirmation).
• Evaluate dispatch execution (dual dispatch, responder acceptance, feedback, and capture).
• Flag SOP deviations, KPI breaches, and operational failures.
• Technical Assessment & Risk Analysis:
• Assess CCTV effectiveness (visibility, positioning, coverage, day/night quality) and detectability of incidents.
• Review alert generation (Trex, automated, manual), identifying missed alerts, failures, or design gaps.
• Confirm correct incident classification and linking; correct misclassification and validate responder feedback against CCTV and actual losses.
• Assess site risks (blind spots, guarding gaps, generator exposure); confirm SARs were raised and flag omissions.
• Review maintenance history, including last access and associated QuickBase tickets.
• Root Cause, Reporting & Corrective Action
• Conduct root cause analysis (system, technology, process, human) and identify contributing factors.
• Define why the incident occurred and why detection succeeded or failed.
• Provide specific, actionable recommendations.
• Report findings, risks, SOP breaches, KPI failures, and data issues to the VNOC Manager.
• Implement or coordinate approved corrections, ensuring full resolution and audit readiness.
• Finalise incident reports with evidence, findings, and actions for audit, client reporting, and trend analysis.
• Critical Accountability Requirements:
• Every incident must be reviewed — no exceptions.
• 100% accuracy across all systems is required.
• All SOP breaches must be formally identified and reported.
• All corrective actions must be clearly defined and tracked.

Preferred qualifications/attributes/skills:

• RSA Citizen
• Matric
• Tertiary administrative qualification advantageous
• Computer literacy – Excel, Word, Outlook
• Undergoing on-the-job training and personal development on company policies and the procedures according to functional requirements
• Will undergo the following screening:
• Annual Criminal Checks – valid for 12months
• Annual Polygraphing – valid for 6 months

Employment consideration will be in accordance with the Employment Equity Act requirements