Production Support Analyst

The support analyst will work closely with the business users, business analysts, development teams, and operations teams to manage any incidents and requests occurring within the production environment. Through in-depth business knowledge, they will identify and or analyse system issues, and propose and implement solutions to those issues, in such a way that there is minimal impact on business-as-usual operations and IT systems.

Key Responsibilities:

• Effective alignment of IT system functionality to business value drivers
• Through interaction and collaboration with Business users, to resolve production requests & incidents.
• Analyze incident reports to determine underlying causes of issues and to determine ways in which to proactively prevent their reoccurrence (User training, system enhancements, process reengineering etc.).
• Clearly document resolutions to recurring issues
• Understand business processes/workflow and system integration.
• Clearly understand the system job schedules and the interdependencies between them.
• Collaborate closely with developers, BA’s and DBA’s to determine and specify the best fit solution in line with current technology and architecture best practices.
• Roll-out of system enhancements and fixes to UAT, Production following all prescribed IT processes.
• Participate in knowledge transfer to ensure better grasp of the product and domain for both yourself and the team.

Education

• Matric and preferably BCom in Information Systems or other high-quality tertiary education certificate, diploma or degree

Experience:

• Minimum of 2 years of relevant experience pertaining to support and analysis, development or testing in an IT software development environment

Competencies

• Ability to play the role of a facilitative leader
• An energetic, pro-active and positive attitude is key – support analysts are not ''''micro-managed''''
• Excellent communications skills, willingness to drive and embrace change, self- motivated accountability and problem ownership,
• Ability to work within a team and as an individual,
• Embrace and adopt technology tools and protocols, with an enthusiasm for, and interest in IT technology
• lateral thinking and problem-solving skills: ability to seek and find alternative options and solutions
• Excellent people skills: eg Facilitation – the art of leading people through processes to agreed objectives, in a structured manner designed to deliver participation, ownership and creativity.

Technical Competencies:

• Must have intermediate knowledge of MS SQL and MS Excel
• Must have an intermediate level of IT systems and technical awareness, to leverage technology to provide business solutions
• Domain knowledge – the Company business model, business rules, processes and products
• Understand and work comfortably within various SDLC methodologies

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