Job Description

Support Analysis and Design Activities

Assist in analysing existing software applications to identify opportunities for enhancements.

Monitor and analyse application performance, system capabilities, workflow, and scheduling limitations.

Coordinate user engagements to determine business needs and formulate requirements for system development.

Participate in the analysis of business requirements, develop applications according to standards, test, deploy, and monitor.

Provide support to the business in defining business requirements into a functional specification for a solution design.

Participate in the design of sound and effective solutions based on the client's needs and the organisation's system capabilities.

Assist in writing and maintaining application support documentation and technical procedures.

Maintain a project plan action list and track the progress of key milestones and communication of checkpoints.

Provide input in putting together the scope, and work breakdown structures in terms of the project.

Update approval of ad hoc change requests within scope and inform the client of the impact on timelines.

Participate in planning and feedback sessions, as and when required.

Technical implementation within own area

Assist in improving the performance, availability, reliability, and consistency of application systems (performance predictability).

Identify opportunities to streamline business processes with existing applications to enhance operational performance.

Assist cross-functional teams in collecting information on system integration and functionality needs


to verify that application design is synchronised across the end-to-end development process and continuous improvement opportunities are identified.


Coordinate integration of application design with business processes, standards, policies, and rules.

Maintain documentation of every phase of the application lifecycle for supporting future business plans to the implementation of new, upgraded, or decommissioning of applications.

Maintain an ongoing evaluation of applications so that technical issues that could impact operational excellence can be identified and proactively resolved.

Provide first level support incidents and problems within agreed service level timeframes, and investigate errors and system issues before escalated for second level of support.

Assist with upgrades, installation, maintenance, patching of all applications (both vendor-supplied and internal developed).

Maintain fault logs, issues raised or project management system according to organisational


requirements.


Conduct the root cause analysis of incidents and advise on appropriate solutions for review.

Provide support for planned system maintenance and interruptions outside of business hours


(planned shutdown).


Administer record of system technical issues and their solutions for future training and lessons learned.

Quality Management

Participate in the development of systems integration testing approaches, test cases, and scenarios.

Support the implementation and maintenance of high-quality processes within project deliverables and deliver solutions according to timelines, quality, and scope requirements.

Prepare for user acceptance testing of applications to enable sign off and handover from project teams to business as usual to maintain quality and compliance with established business policies.

Conduct test fixes to effective solutions based on client needs.

Investigate, troubleshoot, or diagnose, and resolve faults and errors in application.

Maintain documentation of test results.

Risk Management

Proactively identify risks and issues related to the implementation of the solution requirements and escalate, where necessary.

Proactively resolve application problems, issues, and incidents to prevent recurrence and plan for repairs.

Support the Applications Support team in closing out audit findings and implement corrective measures to maintain compliance.

Reporting

Provide data analysis for management and/or team members on the status of the programming process.

Provide input into the team reports as part of providing status updates for MANCO.

Provide support to users during the rollout of the application and resolve issues as part of handover transitioning

Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department's processes and quality management system is at all times in compliance with the standard.

Support SBV Services' ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

Customer Management

Collaborate with Technical and Architecture teams to assure software required for applications is


functioning correctly.


Prepare responses for new requests to support line manager to channel the request through


governance structures.


Track and report on response and resolution times in accordance with Service Level Agreements (SLA) requirements.

Effective teamwork and self-management

Maintain good time management to handle several projects at once.

Plan and prioritise competing demands, demonstrating the ability to manage them.

Protect and maintain the confidentiality of critical business systems and data.

Adhere to SBV's development standards and principles.

Stay abreast of industry and technological changes and trends within own area of expertise.

Live the organisation culture within one's centre

Live the department's values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission.


Degree in Information Technology Management, Computer Science, Business Administration,

Commerce or similar

Certification in relevant Enterprise Architecture or Technology frameworks and methodologies

(Advantageous)

Cloud certifications AWS or AZURE OR GCP (Advantageous)

Minimum Requirements: Work Experience

2 years of experience in Applications Support role Projects experience and interacting with business to scope business requirements for technical

solution design

Technical background in applications or technical analysis for integration of processes Be conversant in the development of technical applications as well as hardware




NB: Communication will be limited to shortlisted candidates only.



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