Helpdesk Administrator

4 weeks ago

Bellville, South Africa Sanlam Full time

Helpdesk Administrator

Date: 17 Oct 2024
Location:

Bellville, Western Cape, ZA

Company: Sanlam Group

Who are we?

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

Provide Support according to the agreed Client Service SLA. This will include the effective support of Incidents, Requests and Service Requests(SRS). Ensure maximum uptime and productivity for all users (Minimum downtime/impact for users as result of IT issues and requests within SGT’s control). Prepares progress reports for all work performed.

What will make you successful in this role?

- Configure BMC Helix modules, including incident management, problem management, change management, service request management, knowledge management and foundation data.
- Developing & Customizing workflow automation for Helix DWP and BWF.
- Perform operation support, bug fixes, and enhancements to optimize the performance of BMC Helix applications.
- Collaborate with functional and technical teams to identify and implement enhancements and new functionalities.
- Conduct thorough testing and troubleshooting of BMC Helix applications to ensure high-quality deliverables.
- Provide technical support and guidance to end-users, addressing their queries and issues promptly.
- Stay up-to-date with BMC Helix software updates, exploring opportunities to enhance the functionality and capabilities.

Qualifications and Experience

Qualifications

- Matric
- IT related Degree or Diploma (Recommended)
- Minimum of 3 years relevant IT experience.
- BMC Helix Administration or Software Development Certification (Recommended)
- ITIL Foundation Certification (Recommended)

Experience

- Strong experience working with BMC Software Helix platform, including customization, configuration, andadministration.
- In-depth knowledge of IT Service Management (ITSM) processes and best practices.
- Familiarity with ITIL frameworks and certification (ITIL Foundation certification is a plus).
- BMC Helix ITSM
- BMC Helix DWP & DWPA
- BMC BWF (Business Workflows)
- Configuration & Deployment Management
- Excellent understanding of ITIL Governance

Knowledge and Skills

Problem Tracking Tools
Computer installation and repairs
Computer Operations
Compliance monitoring and reporting
Information Reporting

Personal Attributes

Decision quality - Contributing independently
Interpersonal savvy - Contributing independently
Optimises work processes - Contributing independently
Action orientated - Contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Being resilient - Contributing independently
Collaborates - Contributing independently
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.

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