Esm Technical Analyst

1 week ago

Parow, South Africa The Foschini Group Full time

**Job ID**:14069**Position Type**:Full-Time**Job Function**:Graduates / Trainees**Workplace Type**:Head Office**Division**:TFG Human Resources**Province**:Western Cape**Location**:Cape Town North**Suburb**:Parow (Parow)Position Description:
**We are looking for an individual who loves working under pressure using technology to support business processes which enables, various, our shared services teams to deliver exceptional customer experience for internal and third-party customers.**

**The Technical Analyst must love problem solving, process engineering and have a passion for configuration of technology while ensuring accurate scoping, high-level of delivery while adhering to change control and governance.**

The Technical** **Analyst main outputs are:
1. Provide technical guidance to relevant business teams

2. Configure changes in system to support efficient delivery of service to customers.

3.Assess and understand requirements and translate them into service offerings, workflow automation, chat bot, in system process improvements etc.

4.Maintain, support and test functionality of the Enterprise Service Management solution based on relevant modules within the tool.

**Job Requirements**

**Skills and attributes**
- Good working Service management systems knowledge (advantageous)
- Knowledge of troubleshooting systems
- Highly computer literate
- Sense of urgency and deadline driven
- Analytical ability
- Strong technical capabilities
- Ability to work under pressure
- Problem solving skills
- Interpersonal skills
- Attention to detail
- Influence and persuading

**Experience**
- 1 - 3 year’s functional experience required in a systems support

**Qualification**
- IT Degree or relevant qualifications

**Key Performance Areas**

**Systems Support**
- Provide User Technical Support related to relevant systems;
- Resolve customer queries related to Fuse Managed systems, policy and procedures;
- Troubleshoot any errors that are logged on relevant Fuse Managed Systems;
- Create and maintain users and access in systems;
- Extract various systems exports;
- Identify bugs and fix/escalate system issues/ potential systems issues.

**Systems maintenance and operational changes**
- Analyse root causes and patterns in logged calls/queries and issues to identify system/process faults and inefficiencies in order to rectify problems/issues;
- Document and log any changes that are required;
- Perform system changes and/ or liaise with other departments or external service providers to perform the required changes;
- Assist in system upgrades.

**User Acceptance Testing and other opportunities**
- Conduct and document User Acceptance testing on changes logged as well any system upgrades or new system implementations;
- Assist in documenting requirements for new systems/ automation needs;
- Identify opportunities for automation.

**PREFERENCE WILL BE GIVEN, BUT NOT LIMITED TO, CANDIDATES FROM DESIGNATED GROUPS IN TERMS OF THE EMPLOYMENT EQUITY ACT.

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