SUMMARY:
The Functional Systems Support Analyst serves as the primary bridge between end-users, executive lea

POSITION INFO:

Job Opportunity: Functional Systems Support Analyst

Role Information

Main Purpose of Position

The Functional Systems Support Analyst serves as the primary bridge between end-users, executive leadership, and the technical development team. The role involves providing day-to-day guidance, analyzing data inconsistencies, and translating system data into actionable reports for Directors. Additionally, the incumbent will diagnose and escalate system issues while providing high-quality documentation for internal action.

Key Performance Areas

• User Support & Liaison:

• Serve as the first point of contact for all end-user system inquiries and troubleshooting.

• Advocate for the end-user by identifying common 'pain points' and suggesting improvements to the development team.

• Identify whether an issue is a 'User Error' (to be coached) or a 'System Bug' (to be escalated).

• Data Integrity & Rectification:

• Regularly audit system data to identify inaccuracies, failures in processes, and incomplete tasks/actions.

• Collaborate directly with senior branch management and end-users to rectify data entry errors and ensure the database remains a 'single source of truth.'

• Develop and maintain data-entry best practices to prevent future errors.

• Analysis & Executive Reporting:

• Extract data from the system to create weekly, monthly, and ad-hoc reports for Directors.

• Provide context to the numbers, explaining the 'why' behind data trends based on user feedback.

• Build and maintain data dashboards (e.g., Excel) to track key performance indicators.

• Escalation & Coordination:

• Document technical system failures with clear 'steps to reproduce' and escalate to internal teams.

• Track the progress of escalated tickets and communicate timelines back to the affected users.

• Health and Safety:

• Participate in the design/development/review/implementation and monitoring of the branch/region/national safety plans.

• Comply with and distribute safety policies and procedures at the workplace.

• Report all safety incidents, attend safety education and refresher programmes, and follow-up on assigned activities.

Minimum Requirements

Qualifications

• Grade 12.

• Bachelor’s Degree in Computer Science, Information Technology, Management Information Systems (MIS), or a related field; OR

• A 3-year National Diploma or NQF Level 6 ICT qualification.

Experience

• 2 to 4 years of hands-on experience in application support, helpdesk environments, or database systems.

• A thorough understanding of the Software Development Life Cycle (SDLC) and business process mapping.

• Experience in analyzing system data and compiling reports.

• Domain expertise in specialized fields such as finance, banking, or aviation is advantageous.

Skills and Attributes

• Communication: Ability to explain technical concepts to non-technical users and business needs to internal stakeholders.

• Analytical Thinking: Strong ability to spot patterns in data and identify the root cause of errors.

• Technical Literacy: Proficiency in using tools like Excel (VLOOKUPs, Pivot Tables) to analyze data and compile reports.

• Problem Solving: A proactive "helper" mentality with a focus on data accuracy and process improvement.