Systems Support Analyst (CH1194)

SUMMARY:
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POSITION INFO:

Our client in credit and payments industry, has an opening for an experienced Systems Support Analyst to play a key role in supporting the Credit Risk Systems Owner by ensuring efficient operation, optimisation, and continuous enhancement of all credit and collections system functions.

This role will act as a critical liaison between business and technology teams, ensuring that system configurations and enhancements are delivered accurately and efficiently, while adhering to business rules, compliance standards, and operational objectives.

Qualifications & Experience

• Bachelor’s degree in information systems, Business Analysis, Finance, or related field (or equivalent experience).
• Approximately 3 years years’ experience in Business Analysis, Systems Analysis, or Configuration roles.
• Experience within financial services, credit, lending, collections, or debt recovery environments.
• Exposure in delivering enhancements across the full development lifecycle.

Key Performance Areas

System Configuration & Strategy Implementation

• Configure system parameters, workflows, strategies, and rules within credit and collections platforms.
• Implement and adjust collection strategies, risk rules, scoring logic, dialler strategies, and letter/SMS workflows under guidance from the Systems Owner.
• Maintain accurate and up-to-date configuration records, version controls, and change documentation.
• Perform impact assessments on configuration changes and ensure alignment with system capabilities and compliance requirements.

System Monitoring, Validation & Performance Assurance

• Conduct regular system checks to ensure key processes are running (batch jobs, workflows, scoring, integrations).
• Investigate issues, identify root causes, and propose corrective actions.
• Validate system behaviour after configuration updates or deployments.
• Monitor data quality and escalations from operations, ensuring issues are resolved promptly.

Testing & Quality Assurance

• Develop and execute test cases for configuration changes, enhancements, and new functionality.
• Support User Acceptance Testing (UAT) with business teams.
• Log defects, work with IT/vendor teams to ensure resolution, and validate fixes.
• Ensure testing aligns with technical specifications and operational scenarios.

Stakeholder Support & Operational Enablement

• Provide first-line system support for credit, collections, and recovery teams.
• Answer queries relating to workflows, rules, strategies, and functionality.
• Conduct walkthroughs and assist in training users on new features or updated configurations.
• Prepare clear communication and release notes for changes

Governance, Compliance & Documentation

• Ensure configuration changes adhere to audit trails, internal controls, and regulatory requirements (NCA, POPIA, etc.).
• Maintain structured documentation of configurations, processes, and system logic.
• Support the Systems Owner in preparing governance reports, risk assessments, and compliance evidence.
• Provide reporting on system changes and performance.

Competencies

Functional Competencies

• Configuring system settings
• Implementing collection and risk strategies
• Conducting technical validation
• Performing requirements analysis
• Providing first-line system support

Behavioural competencies

• Strong analytical and problem-solving ability.
• Highly organised with excellent prioritisation skills.
• Strong documentation, specification writing, and communication skills.
• Ability to collaborate with diverse stakeholder groups (operations, IT, vendors, risk, finance).
• Resilient and solutions-driven with high attention to detail.
• Ability to work independently while escalating issues appropriately.
• Testing and QA skills.

General

• We are committed to fair and inclusive hiring. All suitably qualified applicants are welcome to apply.
• Preference may be given in line with our client’s Employment Equity plan and applicable legislation.
• Applicants must have the legal right to work in South Africa at the time of application.
• Only shortlisted candidates will be contacted. If you do not hear from us within 30 days, please consider your application unsuccessful.
• Please include your current remuneration (CTC), salary expectation, and notice period (optional but helpful for screening).
• By applying, you consent to the processing of your personal information for recruitment purposes in accordance with POPIA.

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