Application Support Specialist

2 months ago

Western Cape, South Africa The Foschini Group Full time

**Join Our Dynamic ESM Systems Team**:
**Transforming Service Delivery & Driving Business Agility
**About the team**

We're a passionate team within TFG's Business Solutions IT department, dedicated to delivering world-class Enterprise Service Management (ESM) solutions. Our culture and people are our greatest strengths.

**About ESM**

ESM is a strategic approach to managing and delivering services across an organisation, aligning services with business objectives. We leverage ITIL frameworks and cutting-edge technology to streamline operations.

**Our customers**

We provide services and solutions throughout the TFG Organisation, including:

- Internal Business-to-Business (B2B): IT, HR, Finance, Supply Chain, etc.
- Retail Services: Brand/Retail Operations, Customer & Loyalty, Customer Services, FS Credit, FS Bad Debt, Value-Added Services, and Compliance.

**Our Solutions**

We design, deliver, and optimise enterprise-class solutions, including:

- Service Management Platform (Integrated with other systems)
- Access Management
- Incident Management
- Problem Management
- Change Management
- Request Fulfilment
- Service Catalogue Management
- Service Level Management
- Knowledge Management
- IT Operation Management
- Self-Service Portal
- ChatbotsService Reporting, Analytics, and Dashboards

Leveraging cutting-edge Tools & Technologies:

- Hybrid infrastructure: On-Premises and Cloud technologies
- Data management: Collaborating with our supplier or internal SQL team for expert database management
- Server administration: Partnering with our internal Windows team for seamless server management
- Intelligent process automation: Working closely with RPA UI Path BOT teams for efficient automation
- Integration expertise: Utilising Webhooks, API, Kafka, and collaborative teamwork for seamless integrationsSecure access management: Collaborating with our SSO Azure B2B & B2C team for robust access technology

**The Opportunity**

We're seeking an Application Support Specialist to join our team. As a technical resource, you'll deliver and support innovative ESM solutions, collaborate with talented professionals, and contribute to business-critical initiatives.

**Responsibilities**
- Analyse business and system requirements
- Build and implement ESM solutions (Changes)
- Manage ESM operations (Incidents and Service Requests)
- Ensure SLA adherence
- Conduct root cause analysis (Problem)
- Troubleshoot technical solutions
- Document and share knowledge with team membersProduce reports

What We Offer
- On the job training on our solutions, processes & framework
- Cutting-edge technologies and projects
- Dynamic, supportive work environment
- Opportunities for growth and developmentCollaborative team environment

**Qualifications and Experience**:

- Technical passion for problem-solving, system integration, automation, and data analysis
- IT or computer science degree/diploma (or studying towards)
- Experience working in an IT Department (At least 3 years)
- Experience as an IT service management administrator (At least 2 years)
- Experience in IT service management with understanding of ITIL processes (Incident, Service Request, Problem, Change)
- Strong collaboration, communication, and customer-centricity skills and experienceDocumentation and reporting skills and experience

Nice-to-Have Certifications:

- ITIL Foundations

**Desirable Skills**:

- Service management tools/platforms (Ivanti, Freshservice, ServiceNow)
- ITSM/ESM frameworks (ITIL)
- Data analytics and visualization
- Scripting languages (JSON, HTML)Documentation (Process, Technical, Functional)

**Behavioural Competencies**:
To succeed in this role, you should demonstrate:

- Customer-Centricity: Passion for delivering exceptional user experiences and driving customer satisfaction.
- Continuous Learning: Drive your learning journey with the team / stakeholders and your own learning by staying up to date with industry trends, best practices, and emerging technologies.
- Collaborative Mindset: Ability to work effectively with cross-functional teams, stakeholders, and vendors.
- Innovative Thinking: Willingness to explore new technologies, solutions, and processes to improve service delivery.
- Analytical Problem-Solving: Ability to analyse complex technical issues, identify root causes, and develop effective solutions.
- Adaptability: Flexibility to adapt to changing priorities, technologies, and business requirements.
- Effective Communication: Ability to articulate technical concepts to non-technical stakeholders and communicate effectively with diverse teams.
- Proactive Approach: Willingness to take initiative, identify areas for improvement, and propose solutions.
- Results-Driven: Focus on achieving business objectives, meeting SLAs, and delivering high-quality solutions.Resilience: Ability to handle pressure, prioritize tasks, and manage deadlines in a fast-paced environment.

**Cultural Fit**:
We're looking for individuals who:

- Embody o

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