Systems Support Analyst

Pepkor Payments & Lending; Cape Town; On-site; ZAR 350,000 - 600,000; Full time

Job summary

Pepkor Payments and Lending seeks an experienced Systems Support Analyst to ensure the efficient operation, optimization, and continuous enhancement of all credit and collections system functions. You will act as the liaison between business and technology teams, configuring workflows, strategies, scoring logic and letters under the Systems Owner, ensuring changes meet objectives and compliance.

Responsibilities include monitoring key processes, validating changes, supporting testing and UAT,

Responsibilities

• Configure system parameters, workflows, strategies and rules within credit and collections platforms.
• Implement and adjust collection strategies, risk rules, scoring logic, dialler strategies, and letter/SMS workflows under guidance from the Systems Owner.
• Maintain accurate and up-to-date configuration records, version controls, and change documentation.
• Perform impact assessments on configuration changes and ensure alignment with system capabilities and compliance requirements.
• Conduct regular system checks to ensure key processes are running (batch jobs, workflows, scoring, integrations).
• Investigate issues, identify root causes, and propose corrective actions.
• Validate system behaviour after configuration updates or deployments.
• Monitor data quality and escalations from operations, ensuring issues are resolved promptly.
• Develop and execute test cases for configuration changes, enhancements, and new functionality.
• Support User Acceptance Testing (UAT) with business teams.
• Log defects, work with IT/vendor teams to ensure resolution, and validate fixes.
• Ensure testing aligns with technical specifications and operational scenarios.
• Provide first-line system support for credit, collections, and recovery teams.
• Answer queries relating to workflows, rules, strategies, and functionality.
• Conduct walkthroughs and assist in training users on new features or updated configurations.
• Prepare clear communication and release notes for changes.
• Ensure configuration changes adhere to audit trails, internal controls, and regulatory requirements (NCA, POPIA, etc.).
• Maintain structured documentation of configurations, processes, and system logic.
• Support the Systems Owner in preparing governance reports, risk assessments, and compliance evidence.
• Provide reporting on system changes and performance.

Job description

Pepkor Payments and Lending is looking for an experienced Systems Support Analyst to play a key role in supporting the Credit Risk Systems Owner by ensuring the efficient operation, optimisation, and continuous enhancement of all credit and collections system functions. This role will act as a critical liaison between business and technology teams, ensuring that system configurations and enhancements are delivered accurately and efficiently, while adhering to business rules, compliance standards, and operational objectives.

Key Performance Areas

1. System Configuration & Strategy Implementation

• Configure system parameters, workflows, strategies, and rules within credit and collections platforms.
• Implement and adjust collection strategies, risk rules, scoring logic, dialler strategies, and letter/SMS workflows under guidance from the Systems Owner.
• Maintain accurate and up-to-date configuration records, version controls, and change documentation.
• Perform impact assessments on configuration changes and ensure alignment with system capabilities and compliance requirements.

2. System Monitoring, Validation & Performance Assurance

• Conduct regular system checks to ensure key processes are running (batch jobs, workflows, scoring, integrations).
• Investigate issues, identify root causes, and propose corrective actions.
• Validate system behaviour after configuration updates or deployments.
• Monitor data quality and escalations from operations, ensuring issues are resolved promptly.

3. Testing & Quality Assurance

• Develop and execute test cases for configuration changes, enhancements, and new functionality.
• Support User Acceptance Testing (UAT) with business teams.
• Log defects, work with IT/vendor teams to ensure resolution, and validate fixes.
• Ensure testing aligns with technical specifications and operational scenarios.

4. Stakeholder Support & Operational Enablement

• Provide first-line system support for credit, collections, and recovery teams.
• Answer queries relating to workflows, rules, strategies, and functionality.
• Conduct walkthroughs and assist in training users on new features or updated configurations.
• Prepare clear communication and release notes for changes

5. Governance, Compliance & Documentation

• Ensure configuration changes adhere to audit trails, internal controls, and regulatory requirements (NCA, POPIA, etc.).
• Maintain structured documentation of configurations, processes, and system logic.
• Support the Systems Owner in preparing governance reports, risk assessments, and compliance evidence.
• Provide reporting on system changes and performance.