Application Support Specialist

6 months ago

Cape Town, South Africa Health Solutions Full time

**Introduction**

**Role Purpose**

**Requirements**:

- Matric.
- 3 Years tertiary qualification (IT degree/ diploma).
- Minimum 2 years Support Analyst or Senior Application Support experience.
- Basic knowledge of disciplines in an Application Support environment, incident handling, change management, problem management and related areas.

**Duties & Responsibilities**

**Operations and Maintenance**
- Participation in complete life cycle of support issues from call logging, investigation, recreation, resolution, workarounds and liaison with the client regarding delivery of fixes.
- Addressing advanced customer business and technical queries.
- Assist with providing and implementing temporary workarounds.
- Review and improve operational requirements relating to the business processes.
- Coordinate and manage maintenance requests between the Business and IT.
- Ensure that request, are timeously resolved.
- Ensure that all the documentation exists and that sign-off is obtained on all system releases (SAS 70 requirements).
- Align business processes.
- Ensure that system requests accommodate all information and detail required in order for IT to affect the request as timeously and correctly as possible.
- Analysis of system requests at all times in order to identify inefficient business process, training requirements and system enhancements.
- Recommend developments on Business Processes with the view on maximising efficiency and minimising administrative costs.
- Ensure that regular interaction and exchange of information is achieved between IT and the business.
- Ensure proper system/test documentation and safe keeping thereof.
- Knowledge transfer to business partners and technical support on daily basis.

**Business and System Analysis**
- Collaborate with business stakeholders and development teams through joint problem solving sessions to ensure that solutions are robust, correctly monitored, prioritized and lifecycle resilient.
- Drive the process of optimizing current solutions through a service improvement approach to ensure return on investment and that service levels for all deliverables are met.
- Understanding clients business processes and requirements.
- Propose and make configuration amendments.
- Attend and provide input into weekly, monthly and adhoc customer support meetings.
- Advise and train support teams with investigations and support processes.
- Participate in performance measurement of support team members.
- Be available to Shift and Standby personnel for significant events.
- Participate in the customer management escalation standby schedule.
- Identify inefficient business and or system processes.
- Analyse and identify business processes identified as inefficient.
- Proposing and ensure implementation of new or enhanced business and or system processes.
- Analysing of Bugs, identifying system improvements and or enhancements to increase productivity and decrease costs and ensure implementation of changes.
- Ensuring that system changes are at all times catering for ongoing business changes and requirements.
- Ensuring that redundant system processes are removed.

**Competencies**
- Commitment to performing routine as well as investigation/analysis work tasks.
- Ability to solve medium complexity problems.
- Understand and develop the support team technical competency.
- Self-motivated, proactive, taking ownership of problems until they are resolved.
- Mature person with the sense of responsibility to do after hours standby.
- Good oral and written communication skills.
- Good customer relationship skills.
- Quick learner (short initial ramp up period).
- Must be comfortable with working in the customer domain.
- Results Driven.
- Collaboration and Strategic Thinking.

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