Application Support Specialist | Technical Operations Expert

2 days ago


Johannesburg, Gauteng, South Africa Liyema Consulting Full time

Liyema Consulting is seeking a skilled Application Support Specialist to join our team.

The successful candidate will have excellent technical skills and experience in application support, with a focus on problem-solving and customer service.

Key Responsibilities:

  • Ticket Management: The ideal candidate will have the ability to triage tickets quickly, identify root causes, and communicate resolutions to end-users within Service Level Agreements (SLAs). They will also be responsible for training users as necessary.
  • System Monitoring: Our team member will be responsible for monitoring system health, managing fallout, maintaining daily checklists, and reporting issues. They will drive incidents according to established processes.
  • Cross-Functional Collaboration: We are looking for a collaborative individual who can work with various departments to resolve issues and ensure knowledge alignment within the team.
  • Documentation: The successful candidate will be responsible for writing reports, documenting root causes, support guides, and other artifacts to retain knowledge.
  • User Management: Our ideal candidate will manage user creation and attestation on all systems.
  • Support ISP Integration: They will assist ISPs with integration requirements and test data.
  • Escalation Management: Facilitate escalations with speed and accuracy.
  • Technical Product Support: Support technical product creation, migrations, and seamless month-end and debit order runs.
  • SLA Optimization: Continuously challenge and minimize SLAs to ensure optimal customer experience and same-day activation.
  • Stakeholder Communication: Effectively communicate issues, resolutions, and next steps to all stakeholders.
  • Cost Reduction: Drive cost reduction efforts to a minimum.
  • Performance Improvement: Facilitate and drive retro actions to improve team performance and metrics.
  • Ownership: Eagerly own and support any application used in development.

Qualifications:

  • Suitable tertiary qualification
  • Salesforce Certificate in Administration and Advanced Administration

Experience:

  • Previous experience as an Application Support Specialist or similar role
  • Proficiency in SQL scripting and understanding APIs
  • Willingness to work after hours and weekends

Knowledge:

  • Understanding of IT management and software development
  • Telecommunication experience is advantageous

Systems & Proficiency:

  • MS Suite (Excel, Word, PowerPoint, Outlook): Advanced
  • SQL: Advanced
  • Salesforce: Advanced
  • Atlassian Suite: Advanced

Skills & Competencies:

  • Customer service orientation
  • Problem-solving
  • Planning and organizing
  • Quality orientation
  • Action orientation and proactivity
  • Verbal and written communication, initiating action, and facilitation
  • Multitasking, ability to work under pressure
  • Attention to detail, record keeping
  • Interpersonal sensitivity and conflict resolution

What Will You Be Measured On?

  • Ticket and fallout volumes
  • SLA of tickets
  • Dispute and rejection ratios
  • 360 reviews

We offer a competitive salary range of $80,000 - $110,000 per annum, commensurate with experience.



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