SUMMARY:
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POSITION INFO:
The IMS 1st-line Support and Tester role provides first-line technical support, participates in software testing and documentation, and contributes to the ongoing development and maintenance of the organisation’s Information Management Systems (IMS). This includes MyGateway, Syspro-integrated systems, Qlik, Power BI, PowerPivot, Power Automate workflows, SharePoint solutions, and PDF-based digital forms.
The role bridges user support, software testing, and light development activities — ensuring that changes, enhancements, and user requests are handled efficiently, tested thoroughly, and documented consistently. It offers a strong foundation for future growth in software development, quality assurance, or business analysis roles within the MyGateway and Business Excellence teams.
Key ResponsibilitiesApplication Support
- Serve as the first point of contact for IMS-related queries, troubleshooting user issues and logging them accurately.
- Manage and triage support tickets (e.g., Spiceworks, Trello), ensuring timely resolution and escalation where required.
- Perform basic configuration, data corrections, software, and system updates under supervision.
- Identify recurring issues and feed insights into MyGateway, QA and BI teams for process or system improvements.
- Maintain a customer-focused, service-oriented mindset in all interactions.
Software Testing
- Execute structured test plans for new features, bug fixes, and enhancements.
- Development of integration tests for automated regression testing.
- Perform regression testing prior to deployment to ensure system stability.
- Document test results clearly and ensure they are stored according to QA protocols.
- Collaborate with the QA Analyst and Developers to validate fixes, confirm requirements, and report any defects or inconsistencies.
- Participate in feature demos and ensure business-facing test cases reflect user needs.
Documentation & Knowledge Management
- Contribute to maintaining a user-friendly, well-structured knowledge base, including SOPs, FAQs, and how-to guides.
- Ensure that documentation is updated following system changes or releases.
- Collaborate with the MyGateway, QA and Training teams to prepare material for business handover and training.
- Maintain traceability of configuration and testing artefacts in alignment with Business Excellence standards.
Continuous Improvement
- Adopt a prevention-first approach — identifying opportunities to automate, simplify, or improve recurring support processes.
- Support the QA Manager in implementing Lean and PDCA (Plan–Do–Check–Act) principles within the Quality Assurance stream.
- Participate in retrospectives and process reviews to refine support and testing practices.
Process Automation
- Develop and maintain low-code / no-code solutions such as Power Automate flows, SharePoint lists, and PDF-based digital forms.
- Assist in maintaining standard templates and document libraries that underpin business workflows.
- Support small-scale enhancements to existing applications in collaboration with senior developers.
- Follow best practices in change control, testing, and documentation.
Key Relationships
Internal: QA Manager, QA Analyst, MyGateway Developers, BI Team, Data Operations Team, Business Users
External: System vendors, third-party service providers (as required)
Required Qualifications & Skills
- National Diploma or Degree in Information Systems, Computer Science, Industrial Engineering, or equivalent experience.
- 1–3 years’ experience in application support, testing, or related IT function.
- Basic knowledge of SQL and relational databases.
- Familiarity with Microsoft 365 tools — Power Automate, SharePoint, Excel, and Teams.
- Understanding of software testing principles and bug tracking workflows.
- Strong analytical and troubleshooting skills.
- Excellent written and verbal communication skills.
- High attention to detail and documentation accuracy.
- Proactive learner with a growth mindset and willingness to experiment with new technologies.
Desirable Skills
- Exposure to Syspro or similar ERP systems.
- Basic knowledge of BI concepts and exposure to Qlik or PowerBI.
- Experience with low-code development or scripting (e.g., Power Automate, Power Apps, VBA, Java).
- Familiarity with CI/CD or deployment tools (e.g., Octopus Deploy).
- An interest in automation, business process improvement, or data analytics.
Success Metrics / KPIs
- Timely and accurate resolution of user tickets.
- Reduction in recurring issues through effective root cause analysis and feedback loops.
- High quality and completeness of test documentation and results.
- Improved accuracy and usability of test plans over time.
- Improved testing effectiveness through automated testing.
- Improved accuracy and usability of business documentation (SOPs, FAQs, templates).
- Contribution to small-scale automation or workflow improvements.
- Positive feedback from users and internal QA team on responsiveness and professionalism.
