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1st Line Support Specialist

7 months ago

Bellville, South Africa Sanlam Full time

**Who are we?**

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

**What will you do?**
- Guided by the Operations Manager and the Support Team Lead, this role will be responsible for monitoring systems in production, issue tracking & resolution and call management and routing.**What will make you successful in this role?**
- 1st line support for Platform processes.
- Proactive end-to-end monitoring of solutions to ensure completeness and availability.
- Provide daily health check reports to the required stakeholders on systems in production.
- Engage with all stakeholders to resolve technical issues experienced within SLA.
- Communication to all stakeholders when required (e.g. incident updates, etc.)
- Testing after Platform changes.
- Identify, design, and implement internal process improvements: automating of manual processes etc.
- Monitoring and routing of helpdesk calls received.
- Ensure call quality.
- Logging of tickets.
- Ensure tickets are timeously updated with information as per SLA.
- Ticket tracking till resolution within SLA.
- Ensure all Support processes are documented and up to date.
- Engage with Technical Data Stewards when data is not received as per schedules or not at the right quality as per controls.
- User onboarding and offboarding (including documentation, session to confirm all is software & access is working, training).
- Identify and report risks to management
- Incident, change, problem management activities.
- Engagement and collaboration with multiple stakeholders.
- Coordination activities.
- Qualifications- Matric
- National Diploma in and IT related discipline
- ITIL Foundation is recommended**Experience**
1+ years’ experience as a 1st Line Support Engineer in a data environment
- SQL development
- Experience working on SAP Hana
- Ability to read and understand procedural code
- Service Desk related experience
- Service management experience (incident management, request management, etc.)would be advantageous
- User Training/Onboarding**Knowledge and Skills**
- Good customer service skills and confidence with verbal and written communication
- Understanding of basic data engineering principles
- Background in writing basic navigation SQL
- Understanding of data warehousing principles based on Kimball and Vault patterns
- Database Knowledge
- IT Data Analysis
- Data Security
- Risk Management
- Reporting and Administration**Personal Attributes**
- Communicates effectively - Contributing independently- Customer focus - Contributing independently- Nimble learning - Contributing independently- Collaborates - Contributing independently**Build a successful career with us**
- We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.**Core Competencies**
- Cultivates innovation - Contributing independently- Customer focus - Contributing independently- Drives results - Contributing independently- Collaborates - Contributing independently- Being resilient - Contributing independently**Turnaround time**Our commitment to transformation**

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.