Application Support Specialist Ii

1 week ago

Cape Town, South Africa Shoprite Group Full time

**Purpose of the Job**:
**Job Objectives**:
Work with Analysts, Developers, Programmers and business to identify and resolve medium to high complexity software issues and effectively support end users.
Review and give specialist technical input to technical design specifications.
Provide technical support to end users, including support with requests, issues and queries on system functionalities of medium to high complexity.
Investigate and analyse problems of medium to high complexity in order to establish the root cause.
Execute development, configuration and upgrading of medium to high complexity system activities, effectively planning and handling all assigned changes within the specified environment.
Execute multiple software releases and deployments.
Plan and co-ordinate activities across multiple functional lines, ensuring all assigned tasks are executed on time and within agreed frameworks and standards.
Provide back-up to team members and senior specialists as required.
Assign and co-ordinate tasks for team as required.
Work closely with team members and team managers to enable quick prioritisation and timely resolution of issues.
Maintain regular communication with users across business areas, answering questions, updating on system changes, troubleshooting problems, and providing specialist assistance.
Maintain regular communication with internal and external stakeholders, branch teams and IT operations.
Handle all relevant support issues
Keep track of and identify support call trends and communicate these and make recommendations on suitable resolutions to Lead Specialist and relevant stakeholders where applicable.
Monitor and follow-up all assigned service desk calls according to service level agreements.
Train and support 1st and 2nd level Service Desk support teams.
Effectively deliver on own priorities and support with coordination of team priorities as required.

**Qualifications**:
SDA - Service Desk Analyst Certification
MS SQL fundamentals (Introduction to SQL) Certification
MS SQL - Querying data with Transact Certification
ITIL 4 Bridge Certification
DevOps principles

**Experience**:
Demonstrated experience in cloud solutions
Solid IT support and operations knowledge
Experience of working on projects in both Agile and DevOps
Change management experience
Experience in a Retail / Wholesale / Financial Services industry
Experience in software development and testing
Remedy software knowledge
Exposure to vendor management
Exposure to Project Management
Knowledge of SDLC

**Knowledge and Skills**:
Collaborative partner - Builds strong relationships with stakeholders while driving cross functional work teams and projects.?Open, honest, and direct, comfortable giving and receiving constructive feedback. Thinks and acts independently as well as collaboratively.???
Technology expert, bringing top-quality expertise to drive priorities while introducing new tools and practices.?Is curious and adaptable, finds agile and rapid ways of implementing solutions fast.??
Analytical and detailed - Readily grasps new concepts and information, investigates various courses of action and integrates multiple sources of data to guide decision-making and identify optimal solutions.??
Innovative and solution-orientated?- Thinks outside of the box. Sound judgment, quick decision-making, and the ability to generate solutions that serve the flow of work and meeting deadlines.???
Results-driven - Proactively drives results, setting stretch goals for self and others, while remaining focused and working tenaciously to meeting and exceeding expectations within quality standards.??
Planning and organising - Able to timeously and efficiently prioritise and execute multiple and competing demands in a fast-paced environment. Identifies urgent and important tasks / priorities to ensure delivery.??
Business acumen?- Understands how business operates and the issues and risks that drive technological success and impact commercial viability.??
Communication?skills - Communicates effectively while being able to convert complex concepts into well-articulated messages. Adopts a range of influencing styles to facilitate and deal with challenges internally and externally.?
Team Collaboration Skills: Creates a safe team environment that promotes acceptance of failure; strong understanding when and how to include different parties; actively encourages people to live company values.
Stakeholder Management Skills: Embodies "one team" attitude with key stakeholders; proactively works with stakeholders to support them in resolving roadblocks to ensure results are delivered.
Flexible and resilient - Able to work in a fast-paced environment, balancing multiple and competing priorities?while managing ambiguity and adapting as the business evolves.?

**Applicant Feedback Policy**:

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