Senior Application Support Consultant

1 week ago

East London, South Africa Abantu Staffing Solutions Full time

**Introduction**

The successful applicant will be responsible for the support of custom designed software for the named client and to provide business support. In addition excellent skills will be required to engage with the client professionally in understanding the business needs and translating this into IT System requirements. Based on-site, the applicant will need good communication and relationship skills to ensure good service levels and business growth. Working closely with various team members to improve customer service skills, use and enhance support tools, learn effective troubleshooting techniques, and increase system knowledge

**Job Functions**:
Analysis, Business Analyst, Business Development, Data Analysis, Information Technology, Software Testing, Support

**Specification**:

- Instituting corrective actions by completing accurate and complete Jira Project tickets and ensuring developers understand fully what changes are to be carried out
- Fully understand the clients business model, processes and procedures
- Active involvement in managing two-way communication between ourselves and the relevant Account Managers
- Investigate and analyse system issues to determine cause of issues and appropriate corrective action
- Review and recommend continuous improvement of the systems and support processes
- Document technical information and processes for existing and newly developed functionality
- Select and explain the best solution to solving the client’s query, whether it be general system usage, or higher-level queries
- Escalate new feature requests and bugs, and assist the development team in diagnosing and testing the issue(s)
- Deconstruct client issues and analyze the various solutions via various communication channels
- Effective and accurate logging, updates and closure of service desk calls and monitoring time targets of outstanding calls
- Customer relationship building to ensure our service and value add is of a high quality
- Based on the client site for most days of the week

**Requirements**:
**_
B Com / Information System or similar qualification_**:

- Knowledge and /or exposure to IT/Accounting systems
- Minimum of 5 years’ experience in similar position
- Analytical and problem-solving skills
- Exceptional communication and people skills
- A valid driver’s license and willing to travel during the day in Johannesburg
- Excellent knowledge of business and accounting systems
- Ability to work in a team environment
- An understanding of the software development and database environment will be an added advantage

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