Business Systems Support Analyst

2 weeks ago


Johannesburg, Gauteng, South Africa Mimecast Full time

Business Systems Support Analyst

We're your dream IT Team

The business systems support analyst is responsible to manage customer's issues end to end through receiving an issue from the customer, making sense of it and either resolving it or escalating it up the chain to team/s that will provide a resolution while owning the issue until it is resolved.

What you'll do

  • Case troubleshooting and resolution and where needed work with other teams to get the issue resolved
  • Escalate issues timeously
  • Maintain detailed case history and documentation, ensuring comprehensive documentation and timely follow-up
  • Work closely with Business and Function Support teams to aide in knowledge transfer, identification, and remediation of bugs
  • Own the case end to end and continue to up the customer
  • Document findings / requirements form the root cause analysis work
  • Document processes and procedures
  • Ability to present information to stakeholders
  • Ability to present information in a coherent manner
  • Identify recurring issue or wide impacting issues
  • Perform problem analysis – identify reoccurring issue, collate requirement, process reengineering.
  • Document findings and work with relevant stakeholders to determine remediation
  • Work with Senior members of the team to declare a service impacting event.
  • Document new processes and update KB articles

What you'll bring

  • IT / Relevant Science/business tertiary qualification
  • Experience in Business / System analysis
  • Analysis knowledge of enterprise system i.e. Sales Force, SAP, Oracle, etc
  • Experience in Customer Service
  • Exposure as an end user to a support systems, i.e. Remedy, Zendesk, etc.
  • Trends and patterns identification and execution thereafter.
  • Microsoft Office Suite
  • Experience working within all aspects of the Software Development Life Cycle (SDLC).
  • Knowledge of BPMN (Business process modelling notation), OOD (Object oriented design), UIX (User interface design), CJM (Customer journey mapping) - Enterprise Architecture.
  • Excellent communication, both written and verbal
  • Excellent relationship management and collaboration skills
  • Good planning and time management skills

What we bring

We are Mimecasters. And we are alive with purpose.

We do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We're big on honesty because it makes us better. We're empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That's The Mimecast Way.


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