Support Analyst

Concord Efs; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is looking for a dedicated Support Analyst to enhance their technical support team. In this role, you will provide essential troubleshooting and technical assistance, ensuring customer satisfaction through effective issue resolution. You will manage application support processes, collaborate with various stakeholders, and leverage your analytical skills to optimize system performance. If you thrive in a fast-paced environment and have a keen eye for detail, this opportunity is perfect for you to make a significant impact in a dynamic financial setting.

Qualifications

• 3+ years experience in production support for financial systems.
• Detail-oriented and analytical with strong problem-solving skills.

Responsibilities

• Manage application support and incident processes within SLA guidelines.
• Log and track support tickets using tools like Jira.
• Develop and optimize SQL reports for business functions.

Skills

Troubleshooting

SQL Reporting

SAP Business Objects

Incident Management

Analytical Skills

Time Management

Tools

Jira

Job description

Support Analyst at Khonology (Pty) Ltd

We are seeking a Support Analyst to join our team at Khonology (Pty) Ltd. As a Support Analyst, you will be responsible for providing technical assistance and support to our client. Your primary focus will be troubleshooting issues, offering solutions, and ensuring customer satisfaction. Support Analysts have a broad end-to-end understanding of the system, can work across multiple teams and business units, and own the issue resolution process from start to finish by engaging at both technical and functional levels.

What does the role entail?

1. Manage application support and incident processes, including issue identification, root cause analysis, resolution, testing, and change management within SLA guidelines.
2. Log, track, and manage support tickets effectively using tools such as Jira or equivalent platforms.
3. Perform root cause analysis and implement solutions to prevent issue recurrence.
4. Develop, update, and optimize SQL reports and SAP Business Objects reports to support business functions.
5. Initiate and prepare system change requests, ensuring all relevant governance artifacts (UAT Results, Install Plans, Approvals) are attached.
6. Collaborate with stakeholders to understand system requirements and provide technical expertise.
7. Liaise with external vendors to resolve system-related issues.
8. Provide training to team members and end-users to enhance system usage.
9. Update and maintain the system knowledge repository, including user manuals and technical documentation.
10. Monitor and manage End-of-Day batch processes to ensure successful completion and address issues.
11. Participate in deployment handover sessions.
12. Ensure compliance with IT policies and best practices in all support activities.

What you will need to succeed?

• A minimum of 3 years' extensive experience in a similar production support environment for a financial system.
• Experience in Investment Banking/Capital Markets/Global Markets is beneficial.
• Detail-oriented, analytical, and inquisitive.
• Ability to work independently and collaboratively.
• Extremely organized with strong time-management skills.
• Big picture thinking.