Junior Technical System Analyst

SUMMARY:
 
Job Summary:
Provide high quality application and systems support, understand the nature and business impact of requests and perform the required analysis. Provide second line support for technical and functional solutions
 
Responsibilities:

• Provide high quality operational and technical application and systems support to customers and internal business functions.
• Provide second line support service to NOC, Service Desk, Business Desk SA and Business Desk MAH
• Resolve incidents, problems, service requests and change requests in line with business priorities.
• Resolve calls logged within the agreed MTTR (Mean time to resolve) included in agreed SLAs.
• Ensure Incident / Request updates are at an acceptable quality.
• Document and provide analysis of defects to solution teams
• Create diagnostic scripts and other aids per system e.g., simple diagnostic question sheets, historical records, known error lists, predefined extract scripts, etc.
• Collaborate with the Solution Delivery teams and Architectural teams with regards to planning, designing, architecture development and configuration of the technical platforms for the Application Support portfolio.
• Participating in deployment handover sessions.
• Be available to the business and support leads for operational support.
• Involvement in internal projects.
• Assist with On-The-Job training.
• Participate in Priority war room sessions.
• Participating in disaster recovery exercises.
• Generate and execute scripts related to daily support requirements.

• Ensure the consistency and stability of the environment and produce SOPs for day-to-day operations
• Minimising adverse impacts of Incidents and Problems on business and preventing reoccurrence of Incidents
• Proactively monitoring of and fixing system and data related errors
• Consult with business to identify business problems and opportunities to enhance existing processes
• Provide advice on the support and maintenance of systems
• Contribute to continuous improvement by using technology and improving processes
• Stay current on industry practices and trends
• Conduct quality control protocols to reduce errors and improve the effectiveness of production systems

• Matric and tertiary qualifications.
• 4 years’ experience as a technical analyst
• Hands-on experience:
  • Oracle, SQL Server
  • Web Methods
  • Web Services
  • Automation / Scheduling tools / frameworks
  • SOA
  • SQL
  • SharePoint
  • F5
  • SQL Server Integration Services
  • SQL Server Reporting Services
  • ESB
• Create monthly reports to track progress of solutions against identified benefits
• Stakeholder Management
• Develop and maintain relationships with key stakeholders across the business
• Technical Competencies
• Understanding of basic integration concepts
• Basic knowledge of the Agile and Software Development Life Cycle (SDLC) processes, cloud computing, ITIL, COBIL

POSITION INFO:
 
Job Summary:
Provide high quality application and systems support, understand the nature and business impact of requests and perform the required analysis. Provide second line support for technical and functional solutions
 
Responsibilities:

• Provide high quality operational and technical application and systems support to customers and internal business functions.
• Provide second line support service to NOC, Service Desk, Business Desk SA and Business Desk MAH
• Resolve incidents, problems, service requests and change requests in line with business priorities.
• Resolve calls logged within the agreed MTTR (Mean time to resolve) included in agreed SLAs.
• Ensure Incident / Request updates are at an acceptable quality.
• Document and provide analysis of defects to solution teams
• Create diagnostic scripts and other aids per system e.g., simple diagnostic question sheets, historical records, known error lists, predefined extract scripts, etc.
• Collaborate with the Solution Delivery teams and Architectural teams with regards to planning, designing, architecture development and configuration of the technical platforms for the Application Support portfolio.
• Participating in deployment handover sessions.
• Be available to the business and support leads for operational support.
• Involvement in internal projects.
• Assist with On-The-Job training.
• Participate in Priority war room sessions.
• Participating in disaster recovery exercises.
• Generate and execute scripts related to daily support requirements.

• Ensure the consistency and stability of the environment and produce SOPs for day-to-day operations
• Minimising adverse impacts of Incidents and Problems on business and preventing reoccurrence of Incidents
• Proactively monitoring of and fixing system and data related errors
• Consult with business to identify business problems and opportunities to enhance existing processes
• Provide advice on the support and maintenance of systems
• Contribute to continuous improvement by using technology and improving processes
• Stay current on industry practices and trends
• Conduct quality control protocols to reduce errors and improve the effectiveness of production systems

• Matric and tertiary qualifications.
• 4 years’ experience as a technical analyst
• Hands-on experience:
  • Oracle, SQL Server
  • Web Methods
  • Web Services
  • Automation / Scheduling tools / frameworks
  • SOA
  • SQL
  • SharePoint
  • F5
  • SQL Server Integration Services
  • SQL Server Reporting Services
  • ESB
• Create monthly reports to track progress of solutions against identified benefits
• Stakeholder Management
• Develop and maintain relationships with key stakeholders across the business
• Technical Competencies
• Understanding of basic integration concepts
• Basic knowledge of the Agile and Software Development Life Cycle (SDLC) processes, cloud computing, ITIL, COBIL