IT Business Support Specialist

2 weeks ago


Sandton, South Africa FirstRand Full time

About us, purpose, experience and qualifications

**about us**:
**purpose**:

- To provide, technical and operational business support to functional areas in order to enable the business to deliver on its objectives and to proactively drive efficiencies**experience and qualifications**:

- Degree or Diploma in related discipline
- Minimum 3-5 years’ experience in financial ERP systems, business support, analyses and product implementation.
- Solid experience working in a multi-disciplinary team, fostering collaboration and teamwork
- Experience in the banking industry an advantage
- Experience in a PCI DSS certified environment Technical Pre-requisites:

- Advanced proficiency in Microsoft Office Suite
- Advanced proficiency in SQL**additional requirements**:
**responsibilities**:

- New bank account configuration / loading
- Bank statement download management
- Exception management for transactions
- Exception risk management for frozen transactions
- Manual file uploading on request
- Ad-hoc Client report generation
- Analysis of Client data
- Ad hoc training to Implementation IT Operations Support
- Required Product support and error handling
- User loading
- Support for technical implementation failures.
- Input to the Implementation manuals on new functionality, enhancements, products
- Automation of queries to deliver system delivered reports
- Exception reports
- Analysis and support for technical failures related to client processes across products
- Filtering of any client queries that require Sales/Implementation/Product input for enablement Operational Support
- Compile various reports as required: ISO / CRM / SLA reports
- Exception management reports
- Production issues monitoring and reporting
- Assess Quality and completeness of logged calls Additional Requirements
- Continuous training to the Support Team members
- Initiate dialogue to build professional working relationships with all stakeholders, displaying excellent abilities to listen, advise, influence, negotiate and present at all levels
- Lead and facilitate difficult conflict situations into consensual agreements
- Liaise with key stakeholders to track progress on tasks, manage expectations and ensure clients’ needs are met
- Anticipate and manage conflict, demonstrating an ability to resolve differences, particularly where these may be stalling the implementation of agreed plans



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