Back Office Support Analyst

3 weeks ago

Cape Town, South Africa Adzuna ZA B C2 Full time

Our client is looking for a Back Office Support Analyst to join their team. The primary purpose of the role is operational support of the production Back-Office environments, ensuring continuous monitoring and improvement of Back-Office processes and functions including preventative and proactive measures to enable system stability, reconciliation, and settlement.

Responsibilities:

  • Technical Support

  • Effective resolution of escalated issues via thorough root cause analysis and effective resolution and / or providing concise reporting.

  • Internal change requests are submitted and followed up on for repeated requests or issues.

  • Provide support functions for the Back-Office environment.

  • Ensure production platforms are reviewed periodically, maintenance and housekeeping are performed, including archiving and monitoring solutions.

  • Identify enhancements to improve supportability, operability, and performance of systems.

  • Maintain the internal back-office servers and perform day-to-day IT admin tasks.

  • Track and report on incidents.

  • Conduct SQL / PostgreSQL scripting and DB maintenance.

  • Work independently and in a team to troubleshoot all support requests and follow escalation matrix.

  • Implementations of software and patches relating to the Back Office squad

  • Customer Service

  • Provide after-hours support according to a standby schedule.

  • Provide resolution for support requests to customers, according to the Service Level Agreement

  • Configure, troubleshoot, isolate, repair, and resolve all customer issues.

  • Ensure effective communication of planned and unplanned outages to customers within SLA and in accordance with the TJ communications policy.

  • Ensure alerts or escalations to the squad are responded to, resolved timeously, and communicated to stakeholders within SLA.

  • Establish and maintain a positive professional relationship with customers.

  • Prepare and conduct customer training as requested.

  • Adherence to SLA to ensure consistent and predictable service delivery.

  • Support tactical and strategic goals of the operations team.

  • Facilitate with reconciliation and settlement disputes between Merchants, transaction Authorizers and acquirers.

  • Work collaboratively

  • Build a culture of respect and understanding across the organization.

  • Recognize outcomes which resulted from effective collaboration between teams.

  • Build co-operation and overcome barriers to information sharing, communication, and collaboration

  • cross the organization.

  • Self-Management

  • Set an example through personal quality and productivity standards and ways of working with others.

  • Demonstrate consistent application of internal procedures. Plan, prioritize, demonstrating abilities to manage competing demands.

  • Demonstrate abilities to anticipate and manage change.

  • Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.

  • Customer Focus

  • Building strong customer relationships and delivering customer-centric solutions

  • Instils Trust

  • Gaining the confidence and trust of others through honesty, integrity, and authenticity.

  • Situational Adaptability

  • Adapting approach and demeanour in real time to match the shifting demands of different situations.

  • Manage complexity

  • Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. E.g. quickly determine the most critical data and focus analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; use systematic problem-solving methods, well.

  • Ensures Accountability

  • Holds self and others accountable to meet commitments. Holds self to high standards and consistently honour policies, procedures, and work requirements. Scrupulously ensures all work is accurate. Demonstrate abilities to anticipate and manage change. Demonstrate flexibility, in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.

  • Cultivates Innovation

  • Creating new and better ways for the squad and organization to be successful.

  • Collaborates

  • Building partnerships and working collaboratively with others to meet shared objectives.

  • Business Insight

  • Applies knowledge of business and the marketplace to advance the squad and organization's goals. E.g. shows considerable business insight, beyond the fundamentals, asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.

  • Plan and Align

  • Plan and prioritize work

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