Senior Software Associate Coega

Jobs 4 All; Oos-Kaap; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Jobs 4 All is seeking an experienced IT Systems Support specialist to assist with maintenance of ERP products and new enhancements. You will work with SAP and Evolve, provide proactive user support, and help improve service desk processes to ensure reliable business operations.

The role emphasizes strong communication, problem solving, and teamwork, with opportunities to learn and grow within the organisation while delivering timely and accurate system guidance across departments.

Qualifications

• Diploma or Certificate in Information Technology with a focus on system support
• At least 5 years of production computer systems support in a customer-facing environment
• Experience with database systems, reporting and query tools
• Excellent written and verbal communication across all business levels
• Strong time management and prioritisation abilities
• Analytical and problem-solving capabilities
• Ability to build and maintain business relationships
• Willingness to learn and grow within the organization

Responsibilities

• Provide application support to users: identify issues and propose long-term solutions
• Provide proactive support to internal staff and external customers; analyse recurring incidents on the service desk
• Investigate and analyse system issues to determine causes and corrective actions
• Provide system knowledge and consultancy for projects to meet business requirements and best practices
• Document technical information and processes; contribute to the knowledge base
• Maintain data quality and monitor critical services
• Log calls and assign priorities; update the system in real time
• Supplier management and 1st/2nd level support
• Communicate clearly with colleagues, customers and suppliers
• Carry out system maintenance tasks per schedules
• Engage in weekly alert management and escalation processes
• Use and update the system knowledge base

Skills

Communication skills

Problem solving

Time management

Analytical thinking

Team player

Relationship building

Willingness to learn

Education

Diploma/Certificate in Information Technology: System support or similar

Tools

SAP

Evolve

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):

Systems / Apps

• SAP
• Evolve

Responsibilities

• 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 system
• Ensure 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 suppliers 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