Senior Software Associate

Staff Solutions; Oos-Kaap; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Staff Solutions is seeking an experienced IT Systems Support professional to assist with maintaining existing software and developing ERP solutions. You will work closely with team members to enhance support tools, troubleshoot issues, and deliver effective solutions for SAP and Evolve platforms.

The role requires a Diploma/Certificate in IT with system support, 5+ years in production system support, strong communication, and the ability to prioritise tasks.

Qualifications

• Diploma / certificate in IT with system support focus.
• 5+ years in production computer systems support in a customer-facing environment.
• Experience with databases, reporting and query tools.
• Excellent written and verbal communication across all business levels.
• Strong time management and prioritisation abilities.
• Analytical and problem-solving skills.
• Ability to build and maintain business relationships.
• Desire to learn and grow within the organisation.

Responsibilities

• Assist with ongoing maintenance of existing software products and participate in development of ERP systems.
• Collaborate with team members to use and enhance support tools and troubleshooting.
• Provide application support to users, identify issues and propose long-term solutions.
• Support SAP and Evolve systems and related applications.
• Provide proactive support to internal staff and external customers; analyse recurring incidents.
• Investigate system issues to determine causes and corrective actions.
• Contribute to knowledge base and document processes.
• Log calls, assign priorities, and update the system in real time.
• Maintain data quality and monitor critical services.
• Communicate clearly with colleagues, customers and suppliers.
• Carry out system maintenance tasks and supplier management.
• Engage in continuous improvement of systems and support processes.

Skills

Communication skills

Analytical thinking

Time management

Problem solving

Team player

Relationship building

Education

Diploma / Certificate in Information Technology: System support or similar

Tools

Database systems

Reporting tools

Query tools

Job description

Job Description

• Assist with ongoing maintenance of existing software products and to participate in the development of new and enhanced ERP system products and solutions
• Work closely with various team members to use and enhance support tools, learn effective troubleshooting techniques and increase product knowledge
• Communication and problem-solving skills to deliver support services for business applications
• The successful candidate for the role will be responsible for the following systems/apps (but not limited):
  • SAP
  • Evolve
• Providing application support to users Answer, Identify issues and Provide suggestions and long-term solutions
• To provide proactive support to internal staff, and external customers: Analyse recurring incidents on the service desk and solve through interaction with key stakeholders
• Investigate and analyse system issues to determine cause of issues and appropriate corrective action
• Provide system knowledge and consultancy for divisional and cross-divisional projects ensuring that business process requirements are met, and best practice is achieved
• Pre and post information systems implementation, and support with process owners
• Contribute to the Help Desk knowledge base, add quality articles relating to Problem Resolution pertaining to new, existing projects, types and Sub Types
• Review and recommend continuous improvement of the systems and support processes
• Document technical information and processes for existing and newly developed functionality to provide suitable and up-to-date system support
• Maintain data quality and integrity within the systemEnsure all critical services/systems are monitored
• Provide clear, professional, informative and appropriate communication to colleagues, customers and suppliers
• Carry out system maintenance tasks and processes to agreed schedules
• Supplier management: Manage relationships with approved supplier’s 1st/2nd level support
• Log calls
• Assign priority to calls low, medium, urgent, high, critical
• Update system in real time
• Problem analysis – identify recurring problems and report in weekly meeting Alert Management
• Use and update the knowledge base of the system

Requirements

• Diploma / Certificate in Information Technology: System support or similar
• Solid experience of supporting and maintaining production computer systems in a customer facing support environment of at least 5 years
• Experience in database systems, reporting and query tools
• Excellent written and verbal communication skills at all levels of the business with technical and non-technical staff
• Effective time management skills and ability to prioritise work assignments
• Analytical
• Ability to solve problems
• Able to build and maintain business relationships
• Desire to learn and grow within the organisation
• Strong team player