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Application Support Specialist (ICT) (3-Year Contract)

IT – Support
Cape Town – Western Cape

ENVIRONMENT:
A service provider of Quality Certification and Cold Chain Management seeks a solutions-driven Application Support Specialist for its ICT division who has the strong ability to present and explain technical information to diverse audiences in a simple way to transfer understanding. The ideal candidate will require a solid understanding of software technologies, experience with ITIL Frameworks, dealing with service providers, Report Writing and troubleshooting skills to resolve problems within agreed SLAs. Please note this is a Fixed-Term 3-Year Contract.
 
DUTIES:
  • Provide input and support in compiling technical application requirements.
  • Translate business unit needs and functional requirements (as provided by Business Analyst) into technical application requirements.
  • Communicate technical application requirements to Developer/s (Vendor)/ BA.
  • Create Requests for Change (RFC) for all changes implemented or requested.
  • Ad hoc User Acceptance Testing:
    • Develop and assist to create Test Plans and associated use cases.
    • Conduct testing against test plan and producing documented test results.
    • Coordinate User Acceptance Testing with end-user group and development (vendors).
    • Continually look for process improvement areas within applications to automate process or improve efficiency.
    • Coordinate Re-testing where required.
    • Document all configurations and/or corrective changes.
    • Transfer skills to other staff and Develop training content for end-users.
    • Provide training on application -testing and -implementation for end-users (Internal and External stakeholders).
  • Provide application support to end-user:
    • Adhere to support policies, processes and business SLAs.
    • Ensure ITIL processes are followed.
    • Develop and maintain support processes.
    • Use of ICT tools, e.g., Service Desk for all support calls.
    • Resolve incidents on incident management system/ log and monitor calls in ticket tracking system.
    • Provide end-users (external and internal) with telephonic or on-site assistance in problem determination and resolution within defined SLA’s.
    • Provide guidance to users on processes.
    • Participate in standby as per agreed upon standby roster.
  • Create and maintain application support documentation:
    • Create support scripts.
    • Create Requests for Change (RFC) for all changes implemented or requested.
  • Troubleshooting and bug-fixing; conduct root-cause analysis and ensure corrective actions implemented.
  • Escalate any unresolved support issues through relevant channels.
  • Manage permanent fixes for issues/problems.
  • Constantly evaluate and make recommendations for improvements to support ICT and business.
  • Document control.
  • Document and file all functional requirements, technical specifications; test cases, test results, implementation plans, change requests and support documentation as well as training logs, sign-off documents (i.e., certificate of completion); manuals and reports to ensure traceability.
  • Monitoring.
  • Collaborate with relevant parties to define and implement monitoring requirements:
    • Monitor applications continuously to ensure reliability, stability and security to reduce organisational risk.
    • Coordinate the activities with the business units to ensure that appropriate monitoring is executed by end-users.
    • Progress Reporting on assigned metrics.
    • Submit weekly/ monthly reports on assigned metrics.
    • Report to Project team.
    • Provide reports, graphs when necessary.
    • Serve as Project team member on implementing assigned projects according to defined Project-team role.
    • Brand ambassador and change agent.
 
REQUIREMENTS:
  • Basic understanding of software technologies.
  • ITIL Frameworks.
  • Dealing with service providers.
  • Problem solving and troubleshooting skills to resolve problems within agreed SLAs.
  • Report-writing.
  • A valid driver’s license is a requirement for this role.
 
ATTRIBUTES:
  • Well-developed analytical and problem-solving skills.
  • Detail orientated.
  • Strong coordination and planning skills.
  • Highly motivated, achievement orientated, goal driven with the ability to function well under demanding circumstances.
  • Sound interpersonal relationship skills, communicates efficiently with an ability to build and maintain relationships. 
  • Ability to demonstrate high levels of professionalism in dealing with clients.