Application Support Specialist I

6 months ago


Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
**Job Objectives**:
Work with Analysts, Developers, Programmers and business to identify and resolve assigned software issues and effectively support end users.
With support and guidance from the Senior/Lead specialist review and give input into technical design specifications.
Provide technical support to end users, including support with requests, issues and queries on system functionalities as assigned by the Lead Specialist.
Assist in and conduct as assigned, the investigation and analyses of problems in order to establish the root cause.
Execute assigned development, configuration and upgrading of system activities, effectively planning and handling all assigned changes within the specified environment.
Execute assigned software releases and deployments.
Execute and plan own activities across assigned functional lines, ensuring all assigned tasks are executed on time and within agreed frameworks and standards.
Provide back-up to team members as required.
Participate in functional, regression and performance testing as assigned
With support and guidance from Least Specialist, work closely with team members and team managers to enable quick prioritisation and timely resolution of issues.
Maintain regular communication with users in assigned area, answering questions, updating on system changes, troubleshooting problems, and providing general assistance.
Maintain regular communication with internal and external stakeholders, branch teams and IT operations.
Handle all relevant support issues.
Keep track of and identify support call trends and communicate these and provide input/recommendations on suitable resolutions to Senior/Lead Specialist and relevant stakeholders where applicable.
Monitor and follow-up all assigned service desk calls according to service level agreements.
Train and support 1st and 2nd level Service Desk support teams.
Effectively deliver on own priorities.

**Qualifications**:
SDA - Service Desk Analyst Certification.
ITIL 4 Foundation Certification.
MS SQL fundamentals (Introduction to SQL) Certification.

**Experience**:
+2 years’ experience in a similar role within an IT support team.
Experience in cloud solutions.
IT Support and Operations knowledge.
Experience of working on projects in both Agile and DevOps.
Experience in a Retail / Wholesale / Financial Services industry
Experience in software development and testing.
Remedy software knowledge
Exposure to vendor management
Exposure to Project Management
Change management experience.
Knowledge of SDLC

**Knowledge and Skills**:
Collaborative partner - Builds strong relationships with stakeholders while working collaboratively across work teams and projects. Open, honest and direct, comfortable giving and receiving constructive feedback.
Thinks and acts independently as well as collaboratively.
Strong technical orientation with the ability to translate functional requirements into technical requirements.
Analytical and detailed - Readily grasps new concepts and information, investigates various courses of action and integrates multiple sources of data to guide decision-making and identify optimal solutions.
Innovative and solution-orientated - Open to new ideas and possibilities and proactively contributes ideas and solutions that serve the flow of work and meeting deadlines.
Results-driven - Efficiently executes priorities tasks and priorities, setting stretch goals for self, while remaining focused and working tenaciously to meeting and exceeding expectations within quality standards.
Planning and organising - Able to timeously and efficiently prioritise and execute multiple and competing demands in a fast-paced environment.
Identifies urgent and important tasks / priorities to ensure delivery.
Communication skills - Strong verbal and written communication skills.
Able to simplify technical concepts and convey messages and ideas to users across organisational levels.
Ability to work under pressure and under tight time constraints, managing multiple demands while organizing, prioritizing and reordering workload in a rapidly changing and fast-moving environment.
Digital centric and savvy - Passionate about the possibilities of digital technologies and its value for the business.

**Applicant Feedback Policy**:



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