Application Support Specialist
7 days ago
Job DescriptionDeveloper/s (Vendor)/ BA
Create Requests for Change (RFC) for all changes implemented or requested.
Ad hoc User Acceptance Testing:
Develop and assist to create Test Plans and associated use cases
Conduct testing against test plan and producing documented test results
Coordinate User Acceptance Testing with end-user group and development (vendors)
Coordinate Re-testing where required
Document all configurations and/or corrective changes
ransfer skills to other staffDevelop training content for end-users
Adhere to support policies; processes and business SLAs
Ensure ITIL processes are followed
Develop and maintain support processes
Use of ICT tools, e.g. service desk for all support calls
Resolve incidents on incident management system/ log and monitor calls in ticket tracking system.
Provide end-users (external and internal) with telephonic or on-site assistance in problem determination and resolution within defined SLA’s.
Provide guidance to users on processes
Participate in standby as per agreed upon standby roster
- Create support scripts
- Create Requests for Change (RFC) for all changes implemented or requested.
Trouble-shooting and bug-fixing; conduct root-cause analysis and ensure corrective actions implemented
Escalate any unresolved support issues through relevant channels.
Manage permanent fixes for issues/problems
Constantly evaluate and make recommendations for improvements to support ICT and business
Document control
Document and file all functional requirements, technical specifications; test cases, test results, implementation plans, change requests and support documentation as well as training logs, sign-off documents (i.e. certificate of completion); manuals and reports to ensure trace-ability
Monitoring
Collaborate with relevant parties to define and implement monitoring requirements:
- Coordinate the activities with the business units to ensure that appropriate monitoring is executed by end-users.
Progress Reporting on assigned metrics
Submit weekly/ monthly reports on assigned metrics
Report to project team
Provide reports, graphs when necessary
Serve as project team member on implementing assigned projects according to defined project-team role.
PPECB brand ambassador and change agent
- Job Requirements- Basic understanding of software technologies
- ITIL Frameworks
- Well-developed analytical and problem-solving skills
- Detail orientated
- Strong coordination and planning skills
- Highly motivated, achievement orientated, goal driven with the ability to function well under demanding circumstances.
- The ability to present and explain technical information to diverse audiences in a simple way to transfer understanding.
Dealing with service providers:
- sound interpersonal relationship skills, communicates efficiently with an ability to build and maintain relationships.
- Ability to demonstrate high levels of professionalism in dealing with clients
- Problem solving and troubleshooting skills to resolve problems within agreed SLAs
- Report-writing
- A valid driver’s license is a requirement for this role.
- PPECB is an equal opportunity employer and promotes compliance with the provisions of the Employment Equity Act.
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