Technical Support Analyst

**Job Classification**

**Requisition** - 138245- Melissa Cloete

**Cluster**:

- Nedbank Wealth Cluster; Nedbank Insurance Division - Business IT Enablement

**Location** - Nedbank Rivonia Campus, 135 Rivonia Road, Sandton

**Closing Date**:

- 5 March 2025

**Employment Equity Statement
- Preference will be given to Applicants from Underrepresented Groups**
- Job Family
- Information Technology
- Career Stream
- IT Application Development
- Leadership Pipeline
- FAIS Affected

**Job Purpose**
- As a Technical Support Analyst, you play a crucial role in delivering impeccable technical assistance to our valued end-users. Your responsibilities encompass swift resolution of incident tickets, queries, adept handling of diverse technical challenges, and fostering a delightful user experience. By closely collaborating with end-users, you not only troubleshoot incidents efficiently but also delve into root cause analysis, identify optimization opportunities, and actively contribute to system enhancements.

**Responsibilities**:
**1. Efficient Incident Management**:

- Troubleshooting: You will be tasked with promptly diagnosing and resolving technical issues reported. This involves investigating problems, identifying solutions and implementing fixes to minimize downtime and disruptions.

**2. Root Cause Analysis and Problem Management**:

- Root Cause Analysis: It will be essential for you to conduct thorough investigations to determine the underlying causes of recurring issues. By addressing root causes, you can prevent similar incidents from reoccurring and enhance system stability.

**3. Trend Analysis and Optimization**:

- **Trend Analysis**:Your role will involve analysing patterns and trends in technical support requests and incidents. By identifying common issues or recurring problems, you can proactively implement solutions to optimize system performance and user experience**.**:

- **Optimization**:Based on trend analysis, you will recommend and implement system improvements to enhance efficiency and reduce the frequency of technical issues**.**

**Job Responsibilities Continue**

**4. Documentation and Best Practices**:

- **Documentation**: Maintaining detailed logs of technical interactions, incident resolutions, and best practices is vital. Thorough documentation ensures transparency, knowledge sharing, and a reference point for future troubleshooting.

**5. Deployment and Release Processes**:

- You will participate in deploying software updates, patches, and releases while adhering to existing schedules.

**6. Reporting**:

- **Monthly Reporting**:Prepare and present detailed reports on technical support activities, incident trends, root cause analysis, optimization efforts, and deployment activities.

**People Specification**
- **Technical Skills**:

- **ETL Processes**: Develop and maintain SQL Server Integration Services (SSIS) packages to enable Extraction, Transformation and Loading (ETL) processes which involve pulling data from various sources, cleaning and consolidating the data into a usable format.
- **Data Modelling and Database Management**: Create and manage data models to ensure that data used in reports and dashboards is accurate - free of data quality issues, relevant and structured in a manner that supports data analysis and provisioning.
- **Production Report Maintenance**: Leverage off knowledge and experience in SQL Server, Power BI and other relevant tools to design, implement and maintain various BI solutions. This includes development and maintenance of dashboards, visualisations, and automated processes.
- **Testing and Quality Assurance**:Testing Methods**: Experience with various testing methodologies, such as unit testing, integration testing, end-to-end testing, and user acceptance testing.
- Essential Qualifications - NQF Level
- Diploma
- Preferred Qualification
- To excel in this role, you should possess the following:
**Preferred Qualifications and Training**:

- BI Developer Training: Having formal training in SQL, SSIS and Power BI is advantageous.
- IT Degree: A degree in an IT-related field is required.
- Certification: Certification in SQL development or related demonstrates your expertise.
- Minimum Experience Level
- Minimum of 4 years of work experience in a similar IT role.
- BI Development & Support: Proven experience in BI Development and Support.
- Agile Methodology: Practical knowledge of Agile methodologies.
- Solution Translation: Ability to translate incidents, system changes, and business needs into effective BI solution

**Technical / Professional Knowledge**
- Banking knowledge
- Banking procedures
- Business principles
- Business terms and definitions
- Data analysis
- Governance Risks and Controls
- Microsoft Office
- Relevant Software and system Knowledge
- Business writing skills
- Cluster Specific Operational Knowledge
- Behavioural Competencies
- Managing Work
- Monitoring Information
- Continuous Improvement
- Quality Orientation
- Applied