IT Systems Support Analyst

The primary purpose of the IT Systems Support Analyst is to perform duties related to the implementation, management, maintenance, enhancement and support of critical IT Technology systems.

• Provide technical support for internal stakeholders and 3rd party vendors.
• Administrative support for internal stakeholders and 3rd party vendors.
• Resolution of support service tickets within defined SLA.
• Troubleshooting issues for the system and providing support.
• Provide functional guidance.
• Ensure stability of existing systems.
• Integrate with relevant business and IT teams.
• Provide operational support to the business.

• Work together with development teams using agile tools and methodologies, including bug tracking and quality assurance management software.
• Testing of new releases within technology systems.
• Testing of all integrations & upstream and downstream systems (Order management & POS etc).
• Assist in creating and executing test plans, test cases, and test scripts.
• Support the business with UAT.

• Research and recommend new technologies and stay updated with industry reports, whitepapers to discover trends, challenges and opportunities in technology.
• Stay ahead with market analysis to understand how businesses and competitors are utilizing new tech.
• Working toward higher certification in technology to enhance your existing skills.

• Identify and document system deficiencies.
• Compile user training documents.
• Document, publish and maintain system design and all interfaces with other systems.

• Grade 12 / Matric.
• Diploma or Degree qualified (IT or related technical).
• Experience in ERP systems (Advantageous).
• Experience in System development lifecycle.
• Retail experience.
• Proven experience with IT support and ticket resolution.
• Experience in IT testing across platforms & systems.
• Stakeholder and Vendor relationship management.
• Analytical thinking and problem solving.
• Understanding of systems integration.
• Functional testing for system enhancements and upgrades.
• Incident investigation and resolution.
• Time management skills.
• Relationship building and business partnering skills.
• Verbal and written communication skills.

• Adaptability/Decisiveness.
• Ability to meet deadlines and overcome challenges.
• Ability to clearly and concisely articulate problems and explain exactly how to reproduce them.
• Initiative.
• Ability to work well in a rapidly changing environment.
• Interpersonal and organizational skills.
• Ability to follow set processes and procedures.
• Stress Management.
• Ability to effectively work in a team environment while being self-directed and highly motivated.
• Team player.
• Ability to build strong relationships.