Intermediate Application Specialist

8 months ago

Cape Town, South Africa Boardroom Appointments Full time

**Key Roles and Responsibilities**:
**Troubleshooting**
- The primary role will require you to be a problem solver.
- You will test, validate and engage with the customer to come up with solutions for any incidents, problems or service requests.

**Assesses business process requirements**
- You will need to be aware of the latest software developments and think of ways that software can be applied to make the business more efficient and successful.

**Creates process and protocols for software**
- For any new and existing software that is in the organization, the Application support specialist will create and develop protocols and procedures for its usage.
- Once these standards are developed, they may also need to provide training to users.

**Project Management**

**Execute business priorities**

**Customer excellence**
- You will uphold and continue to drive customer satisfaction across all sites.
- You will drive best practices with a focus on outcomes for our customers.
- You will identify and own local and global initiatives and continue to optimize our highly customer focused operational teams.

**Vendor relationship management**

**ITIL process**
- Will follow the ITIL standards on a helpdesk to align with our global helpdesk standard.

**Finance**
- Assist with achieving budget process.
- Assist the department with sourcing and budgeting.

**People**
- Contractor management.

**Process**
- Deliver on key allocated projects for the portfolio.
- Implement standardization for operational compliance in all sectors of IT
- Technical problem resolution management
- Identifying gaps in the support process and amend it accordingly.
- Support and customer satisfaction entrenchment.
- SLA alignment
- Assessing the technical needs of staff and clients.
- Establishing and maintaining strong relationships across teams and with staff/clients.

**Knowledge, Skills and Attributes**:

- Experience the in following ERP systems essential; SAP, Syspro.
- Experience in the following WMS essential; Datscope WMS.
- Exceptional technical ability to navigate all escalated related issues is a must.
- Comfortable working with development tools like SQL.
- Ability to be able to debug software at every technical level.
- Experience with the ITIL process.
- Previous experience of working in a highly pressurised environment.
- Excellent analytical and problem-solving skills.
- Deep understanding of the core business of the company and the avenues for growth.
- Ability to compose data into reports and interpret against forecasting.
- Verbal communication professional phone manner and ability to match the customers style/level of communication.
- Shows initiative at every level.
- Customer service orientated, facilitating customer feedback and concerns to drive service improvement initiatives
- Positive and proactive approach at every level and under pressure.

**Academic Qualifications and Certifications**:

- Computer science related degree/ and or experience.
- Relevant technical qualifications.

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