Operations Support Analyst

5 days ago

Centurion, Gauteng, South Africa Momentum Full time

Closing Date 2025/03/31

Reference Number MMH250314-2

Job Title Operations Support Analyst

Position Type Permanent

Role Family Operations

Cluster Momentum Corporate

Remote Opportunity Some of the time

Location - Country South Africa

Location - Province Gauteng

Location - Town / City Centurion

Introduction

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses. Visit us at www.momentumgroupltd.co.za

Disclaimer: As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose
Provide support system and product support to various stakeholders to enhance the overall client experience.

Requirements
Experience and Qualifications

  • Matric
  • Relevant IT qualification is required
  • Background in general controls and application controls
  • Some experience in IT support or customer service is preferred
  • 12 months IT experience
Duties & Responsibilities
Daily duties
  • The Main workflow source will be Jira, (others will be email/telephone however a Jira must be created at all times)
  • Log, classify, and categorize IT incidents and service requests
  • The Operational Dashboard must be maintained daily
  • All work on the dashboard must be processed with accuracy and within the agreed service level agreements
  • Logging of time, adding of comments and re-assigning of Jira's
  • Responsible for First level support of escalated incidents within the business
  • Resolve incidents accordingly or refer when required
  • Provide feedback on progress of all tasks to applicable stakeholders
  • Report any system/process/human errors to the correct audience
  • Develop and maintain effective relationships with all stakeholders in areas of responsibility
  • Ensure agreed upon client expectations for technical solutions and operational support
  • Understand the practice of obtaining the requirements of a system from users, customers and other stakeholders
  • Operational support and monitoring
  • Perform monthly and quarterly access control
  • Perform health checks on daily processes with regards to scheduled jobs and correspondence queues
  • User Access
  • Provide exceptional customer service, ensuring queries and complaints are resolved efficiently
  • Route unresolved issues to higher-level support when necessary
Other Duties Include
  • Compile and maintain process documents
  • Perform needs analysis for system and/or process enhancements
  • Maintain and update knowledge base articles to improve self-service capabilities.
  • Track and report on key performance indicators (KPIs) related to service desk performance, such as first-call resolution rate and customer satisfaction.
Process, Systems Support And Maintenance
  • Provide ongoing support on applicable systems and processes
  • Manage associated errors, exceptions, and new requirements
  • Log system errors and problems and the resolution thereof
  • Test and implement new versions of various applications and systems
  • Participate in preventative maintenance
  • Perform monthly and Quarterly user access controls
Competencies
  • Experience in administration
  • Ability to successfully engage in multiple initiatives/projects simultaneously
  • Ability to achieve excellent results under challenging time constraints
  • Understanding of business, process and technology -- and their inter-relationships
  • Excellent verbal and written communication skills
  • The ability to interact professionally with a diverse group of executives, managers, and users
  • The ability to operate in a mixed Business and IT environment
  • Initiative and questioning of the status-quo is encouraged
  • Customer service orientation, demonstrating empathy and patience
  • An advanced understanding of technical processes and environments
  • Advanced analysis skills and problem solving ability
  • Attention to detail
  • Ability to work independently
  • Ability to work under pressure
  • Ownership and Accountability
  • Time management and organizational skills
  • Ability to learn quickly and adapt to new technologies
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