System Support and Implementation Specialist

2 weeks ago

Johannesburg, South Africa Salt Employee Benefits Full time

**PURPOSE OF ROLE**
- The ability to Analyze data and extract trends to ensure improvement of processes and or customer satisfaction. This could be in the form of innovative ideas as well as the task of compiling reports.
- Engage and list to current challenges in the team/business and use expertise to Trouble shoot issues in order to provide workable solutions
- The ability to tackle a Problem with the intent of using expertise/capability and or experience to resolve speedily
- Perform quality assurance based on the specialized requirements of the role.
- Should be able to ensure strong stake holder management ito Communication ie. feedback to clients, managing clients, responding to clients, attend to queries timeously
- Engage in a professional manner whether it be verbal or face to face
- Have the ability to communicate via different communication channels
- Ensure that the brand or image of SEB is always maintained by adhering to the values (in keeping in line with the KPI and values of the company)
- Be a strong team player
- Have both industry knowledge and experience
- Ensure that the role is carried out with the relevant accuracy, attention to detail and following instructions.
- Ensure that judgement and attention to detail is applied to the role
- Ensure that the role is completed within required deadlines and should have the ability to organize, plan, set goals and deliver accordingly.
- Strong interpersonal skills as cross team collaboration is required.
- Have the ability to innovate in the role
- Quality of work should be thorough
- Conscious of the abuse of company resources
- End to end Implementation process of all new business and system support on various levels.

**RESPONSIBILITIES**
- Analyses fund rules, policies and mandates and summarize in a fund setup document
- Perform set up for new business
- Perform data analysis, uploads and reconciliation
- Independently attend meetings with Trustees, previous administrators and employers
- Perform administration process training to new clients
- Perform system testing on new functionality
- Write test cases for new functionality
- Write business specification for system enhancement and developments
- Resolve first tier system related tickets logged by the business within business standards
- Escalate and manage second and third tier system related tickets to applicable vendors
- Internal system training
- Perform logical access control audits at a frequency defined by business policy.
- Monitoring database performance
- Deploying system developments into production
- Work closely with developers\ users\ external vendors on system projects or system related errors.
- Generate reports \ extracts from SQL

**KPI**
- System Support Manage and coordinate system Issue/bug logs_
- Investigate and resolve
- Investigate and escalate
- Identify recurring issues and address cause
- Manage and coordinate developments_
- Co-ordinate and provide input in business specifications for prioritised development logs
- QA completed development logs
- Co-ordinate QA failures with SP
- Create test cases
- Distribute release notes to users
- Perform training on highest volume user errors
- Manage project development lifecycle
- Provide technical support to the team
- New business implementation _
- Prepare fund analysis document
- System setup
- Data analysis
- Data upload
- Prepare data reconciliation file
- Prepare handover document
- Handover fund to departments
- Maintain user access on all systems
- Fund maintenance

**COMPETENCIES**
- Excel
- Microsoft SQL Server
- Communication (Written and Verbal)
- Stakeholder management (CRM)
- Industry knowledge and experience
- Accuracy and attention to detail
- Judgement and Decision Making
- Working under pressure And Deadline driven
- Organisational skills / Planning and prioritizing
- Interpersonal skills
- Settings goals
- Cross team collaboration
- Innovation
- Management of time
- Critical thinking

**QUALIFICATIONS**
- Matric
- Database administration (MCSA Certificate)/ My SQL
- Knowledge of structured query language (SQL)
- 2 to 4 years experience in a similar position (non-negotiable)
- Retirement Fund Administration experience
- Financial Acumen

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