Systems Support Analyst II

1 week ago

Stellenbosch, Western Cape, South Africa Capitec Bank Full time

Apply by:

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

  1. To see what life at Capitec is all about and complete a short assessment, please click here
  2. Once you have completed the above, finalize your application by clicking apply below.

Join Us in Becoming the Best Bank in the World

We appoint energised and motivated people for their potential and we continuously look for talented, driven individuals to help us innovate and evolve. That is why we focus on finding the right people for the right jobs. We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to building a brand that we are proud of and that earns the trust of our clients.

Who We Are

We are a bank, but we're much more than that. We believe that banking is about enabling people to control their financial lives through banking that is simplified, accessible, affordable, and delivered through a personal experience. By helping our clients manage their financial lives better, we enable them to live better.

Why Choose Us

At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first, act with Energy, and take Ownership. To support people in being their best, our Employee Value Proposition offers every value to all team members through cohesive teams, growth opportunities as well as employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feels welcome, valued, focused, and has the opportunity to grow.

Purpose Statement

  • Co-ordinate, investigate and provide timely feedback on incoming technical queries received from various departments within the contracted service level agreement (SLA).
  • Oversee/implement small system and/or operational improvements resulting from user and client queries.
  • This role is dedicated to supporting automated business processes across various departments within the bank. This position involves the day-to-day support and deployment of automation solutions, including exposure to AWS Cloud, on-premises services, and SQL databases. The primary objective is to support developers and automated solutions. This is to align with company objectives and adhere to internal and external governance, including the SDLC process. By optimising efficiencies and minimising routine tasks through automation, the role enables a greater focus on developmental and improvement work.

Key Performance Areas

  • Daily Support on User and Client Queries:
    • Monitor and investigate incoming user and client queries.
    • Identify and confirm the scope and boundary of the problem through liaison within own team and other departments.
    • Conduct research (e.g., Internet, request assistance from more experienced team members) to identify best course of action to address the more advanced queries.
    • Implement corrective actions to address the more advanced queries.
    • Provide feedback response to the requesting client-facing department/party within an agreed timeframe, managing appropriately any conflict that arises with stakeholders.
  • Real-time Monitoring of the System(s):
    • Daily application of relevant monitoring tools to monitor the system.
    • Identify potential system-related issues.
    • Investigate system-related issues to identify the source.
    • Escalate issue to and inform relevant line managers.
    • Implement corrective actions to address the system-related issue.
    • Provide feedback to user upon resolution of query/issue.
  • Business Requirements, Systems Development and Review for Small System and Operational Tasks:
    • Responsible for compiling business requirements for small system and/or operational improvements.
    • Complete Integration and/or UAT tests.
    • Perform basic system configuration.
    • Apply relevant development tools (e.g., SQL) to complete ad-hoc data extractions.
    • Develop necessary reports.
  • System Support Improvement:
    • Apply technical know-how to support and develop less experienced system support team members, taking opportunities to coach and/or mentor.
    • Support and maintain standards through the oversight of quality assurance within a systems support environment.
    • Contribute to improvements and new developments in a systems support environment.

Education (Minimum)

  • A relevant qualification in Information Technology or Systems Analysis.
  • Grade 12 National Certificate / Vocational.

Education (Ideal or Preferred)

  • A relevant tertiary qualification in Information Technology or Information Technology - Computer Science.
  • Certification.

Experience and Knowledge

Minimum Experience:

  • 2+ years' relevant work experience in a Systems Support, Systems Administration, and/or Systems Analysis role (or in a similar technical role).

Ideal Experience:

  • IT infrastructure and technical solutions maintenance and support.
  • Technical/Systems analysis and support for non-technical areas (e.g., finance, risk).
  • MS Windows Server, SQL Server, as well as knowledge with PowerShell Scripting.
  • MS SQL Stored Procedures.
  • Cloud exposure (e.g., managing and commissioning servers in an AWS environment).
  • MS Power BI (for reporting and data visualisation) or similar reporting tools.
  • Enterprise grade Managed File Transfer (MFT), Scheduling and Code Repository toolsets (such as GitLab and Control-M).
  • Docker containers and their usage in systems.
  • Automation platforms/tools (e.g., UI Path or similar), for deploying and managing automation solutions.
  • Agile environment.
  • High-performing, fast-moving and continuous development environment.
  • Financial services environment.

Minimum Knowledge:

  • Basic knowledge and understanding of:
    • Computer Systems (specific systems relevant to specific team).
    • Databases and Query languages (i.e., basic SQL - My SQL and MSSQL).
    • Systems Analysis Methodologies.
    • Systems Implementation and Technical Systems Support.
    • Testing and supporting integrations.
    • Translating and explaining technical concepts and information to non-technical and/or business people.

Ideal Knowledge:

  • Working knowledge and understanding of:
    • IT systems development processes.
    • ITIL Principles and the application thereof.
    • System architecture (technical design and implementation processes) and SDLC process.
    • Rules and principles of code analysis, design, development, injection, and support.
    • Formal Integration practices.
    • Best practices for Quality Assurance (QA).
    • Banking systems and business models.

Skills

  • Communications Skills.
  • Interpersonal & Relationship management Skills.
  • Negotiation skills.
  • Influencing Skills.
  • Presentation Skills.
  • Facilitation Skills.
  • Analytical Skills.
  • Attention to Detail.
  • Problem solving skills.
  • Planning, organising and coordination skills.

Additional Requirements

  • Clear criminal and credit record.
  • Willing to work regular shifts or weekends or rotational standbys.

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.

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