Operational Support Analyst

**Introduction**Role Purpose**Requirements**:

- Relevant tertiary qualification (BA/Financial/Admin) is required (e.g. Diploma or Degree).
- 3-5 years investment and technical operations experience.
- Knowledge of unitisation would be an advantage.

**Duties & Responsibilities**
- The Operational Dashboard must be maintained daily.
- All work on the dashboard must be processed with accuracy and within the agreed service level agreements.
- Logging of time, adding of comments and re-assigning of JIRAs.
- Responsible for first level support of escalated incidents within the business for example Service (ETS is the front line support for incidents reported externally i.e. Advisors/Clients/Marketing advisors).
- First do investigation to determine if incident can be resolved without referral.
- Resolve incidents accordingly or refer when required.
- Provide feedback on progress of all tasks to applicable stakeholders.
- Report any system/process/human errors to the correct audience.
- Develop and maintain effective relationships with all stakeholders in areas of responsibility.
- Ensure agreed upon client expectations for technical solutions and operational support.
- Understand the practice of obtaining the requirements of a system from users, customers and other stakeholders.
- System monitoring.
- Perform health checks on daily processes with regards to scheduled jobs and correspondence queues.
- Perform route cause analysis on incidents experienced.
- Update and maintain the system incident spreadsheet.
- Evening monitoring - minimum 1 week per month.
- Maintenance testing - every month.
- Digital support.

**Other Duties**

**Analysis and Documentation for Processes and Systems**:

- Understand business / user requirements.
- Compile and maintain process documents.
- Perform needs analysis for system and/or process enhancements.

**Implementation:
- Participate in system development, when necessary or applicable.
- Ensure end to end solution testing of new processes and systems.
- Assist with change management relating to new systems or processes or changes to systems or processes.
- Support business and IT in implementing solutions that result in mínimal disruptions to operations.
- Ensure that business and system requirements are adequately met and implemented through working closely with users at all levels.

**Process, Systems Support and Maintenance**:

- Provide ongoing support on applicable systems and processes.
- Manage associated errors, exceptions and new requirements.
- Logging of system errors and the resolution thereof.
- Participate in preventative maintenance.
- Conduct on-going business process analysis, design, documentation, implementation and support.
- Perform monthly and quarterly user access controls.

**Competencies**
- Experience in administration, particularly in a unit trust and multi-manager environment.
- Ability to successfully engage in multiple initiatives/projects simultaneously.
- Ability to achieve excellent results under challenging time constraints. Understanding of business, process and technology
- and their inter-relationships.
- Excellent verbal and written communication skills.
- The ability to interact professionally with a diverse group of executives, managers and users.
- The ability to operate in a mixed business and IT environment.
- Initiative and questioning of the status-quo is highly encouraged.
- An advanced understanding of technical processes and environments.
- Advanced analysis skills and problem solving ability.
- Attention to detail.
- Highly analytical.
- Formal skills in process analysis and documentation (Visio / business process management solutions).
- Knowledge of SQL in context of various relational database management systems would be advantageous.
- Ability to work independently.
- Ability to work under pressure.
- Take Ownership and Accountability.