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Application Support Analyst

IT – Analyst, Data Management ~ IT – Support
Cape Town – Western Cape

ENVIRONMENT:
AN innovative Dev House seeks a highly skilled & meticulous Application Support Analyst with 3 years SQL experience to join its team. You will be responsible for internal application support related enquiries and/or requests. You will also require proficiency with JIRA, Advanced Excel, Reporting knowledge and experience, Data Entry and Data Analysis experience.
 
DUTIES:
IT Support –
  • Investigate queries before logging on JIRA.
  • Attempt to solve query without involving IT support.
  • Log all support queries on JIRA and follow up on tickets.
  • Relay information back to Operations.
  • Technical troubleshooting using SQL queries.
  • Test the outcome of support tickets prior to relaying information to Operations.
  • 1st Level testing of new reports.
  • Communicate any new features available to Operations.
  • Conduct testing as requested.
  • Ensure data integrity including national data clean ups.
  • Report on the above.
  • Public holidays: Ensure Patrols are setup and scheduled to fire correctly.
 
Operational Support –
  • Provide support to operational staff including email, telephone & WhatsApps (Patrol; Lockdown; Critical Group; Coastal Group; others).
  • Be up to date on all new and existing features.
  • Communicate updates and/or new features to Operations.
  • Test elements prior to release (reports and development requests).
  • Provide reports where needed for Operations or Management.
  • Ensure that the support tool device notifications are cleared, and unresolved issues escalated to resolve.
 
REQUIREMENTS:
  • 3 Years SQL experience.
  • Advanced Excel.
  • JIRA.
  • Data Entry and Data Analysis.
  • Reporting knowledge and experience.
 
ATTRIBUTES:
  • Excellent organisation and time management.
  • Strong attention to detail.
  • Team player. 
  • Positive attitude.