Support Analyst Api Channel Integrations

6 months ago

Sandton, South Africa Blue Label Telecoms Full time

**JOB PURPOSE**

The API Channel Integration Support Analyst is responsible for providing technical support and troubleshooting assistance for API integrations that facilitate data exchange and communication across various channels and platforms within the organization. This role focuses on resolving API-related issues, ensuring system stability, and optimizing integration performance.

**RESPONSIBILITIES**

**API Incident Management and Resolution**
- Monitor and respond to API-related incidents, service requests, and alerts in a timely manner
- Investigate and troubleshoot API issues, identify root causes, and implement effective solutions to restore service availability
- Escalate complex or unresolved issues to senior support staff or development teams for further investigation

**Customer Channel Integration Support**
- Collaborate with business stakeholders to understand integration requirements and provide technical support for API-driven customer-facing channels
- Assist in the configuration, testing, and deployment of API integrations to support business processes and enhance user experiences
- Validate API functionality and data integrity across different platforms and environments

**Documentation and Knowledge Management**
- Maintain accurate records of API configurations, incident logs, troubleshooting steps, and resolution outcomes
- Create and update knowledge base articles, FAQs, and support documentation for common API issues and resolutions
- Share knowledge and best practices with team members to improve support efficiency and effectiveness

**Vendor and Partner Collaboration**
- Liaise with external vendors, service providers, and integration partners to troubleshoot and resolve API-related issues
- Coordinate with third-party providers to implement API changes, updates, and patches as needed
- Foster positive relationships with API providers and technology partners to facilitate effective support and collaboration

**Continuous Improvement and Quality Assurance**
- Participate in ongoing initiatives to optimize API performance, reliability, and scalability
- Conduct testing and validation of API integrations to ensure adherence to quality standards and specifications
- Identify opportunities for process improvements and automation to enhance support operations

**Self-Management & Leadership**
- Set an example through personal quality and productivity standards and ways of working with others
- Demonstrate abilities to anticipate and manage change. Demonstrate flexibility. in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs. Drive customer centricity
- Proven leadership, organizational, and communication skills with the ability to influence and collaborate across functions
- Excellent leadership, communication, and interpersonal skills with the ability to influence and collaborate across functions

**Work Collaboratively**
- Provide technical guidance and mentorship to junior database analysts and team members
- Build a culture of integrity, respect and understanding across the organisation
- Recognise outcomes which resulted from effective collaboration between teams
- Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation
- Facilitate opportunities to engage and collaborate with external stakeholders (Retailers and POS Companies) to develop joint solutions
- Demonstrate ability to work in teams
- Demonstrate ability to communicate at all levels

**BEHAVIOURAL COMPETENCIES**
- Customer Focus
- Instills Trust
- Cultivates Innovation
- Collaborates
- Situational Adaptability
- Business Insight
- Manages Complexity
- Plans and Aligns
- Balances Stakeholders
- Ensures Accountability
- Collaborates
- Cultivates Innovation
- Customer Focus
- Instills Trust
- Situational Adaptability
- Tech Savvy

**EDUCATION**
- Matric
- Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree or relevant certifications (e.g., ITIL Expert, PMP) preferred

**EXPERIENCE**
- 1-3 years of experience in IT support, technical troubleshooting, or software development with exposure to API technologies
- Proficiency in API concepts, protocols, and tools (e.g., RESTful APIs, Postman, Swagger)
- Strong problem-solving skills and ability to diagnose and resolve technical issues in a fast-paced environment
- Effective communication and collaboration skills with the ability to interact with stakeholders and technical teams
- Familiarity with API management platforms (e.g., Apigee, MuleSoft, AWS API Gateway)
- Experience with scripting languages (e.g., Python, JavaScript) for automation and troubleshooting tasks
- Knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud) and their integration capabilities
- Basic understanding of web development technologies (e.g., HTML, CSS, JavaScript) and backend systems
- Ability to adapt quickly to new technol

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