Senior Support Analyst

SUMMARY:
Based in Durban

POSITION INFO:

Job Summary:

• The Senior Support Analyst will provide support to end users and team members on various issues and problems relating to Transport systems, and related business processes. CarLo is the primary software package that is supported.
• They will be responsible for responding to, documenting and resolving service tickets in a timely manner.  Procedures must be followed for every support ticket or piece of work.
• The Senior Support Analyst must have excellent problem solving skills in order to diagnose, evaluate and resolve problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
• The Senior Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.
• This position may require independent work, sharing information and assisting others.
• Taking ownership of issues and effectively managing the whole Support function is a must.

Organisational Relationships

• The Senior Support Analyst will work in conjunction with the Business Analysts, developers, infrastructure staff and users. 
• Must work well independently or as part of a team.  Good communication skills and the ability to work well with people at all levels are essential.

List of Key Result Areas:

• The Senior Support Analyst will learn the CarLo TMS system and other systems used by the Transport division.  This includes advanced configuration.
• Some first line support.
• Escalated support.
• Owning and delivering change requests.
• Assisting BA’s on their projects, if required.

• Maintenance of Master Data ensuring accuracy and completeness.
• Creation and maintenance of pricing rules. (including monthly rate adjustments).
• Manage system upgrades, applying patches and testing, as well as UAT refreshes.
• Training and rollout of processes & system improvements.
• Assist with training at all levels.

• Assist with documentation of Transportation business requirements and system configuration .
• Extract data, develop and modify information, analyse and recommend actions based on statistical findings within the system.
• Assist in testing software and interfaces.
• Manage license allocation.
• Support the business at month end.
• Identify and build relationships with key knowledge users in the business.

Key Performance indicators to be adhered to include:

1. Ensure the Support desk is effectively managed, with timeous resolution of tickets and ownership of work.
2. Ensure Master data within Carlo is complete and accurate.
3. Knowledge sharing and training of all users .
4. Provide assistance to the Innovations Team and the business as required.

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