Job Description

Who are we?
Glacier by Sanlam brings together leading experts and respected financial services companies to meet clients' investment needs. We deliver focused investment services through specialist teams, partner with acclaimed financial intermediaries and pride ourselves on our superior products and solutions and high quality service. We offer a comprehensive range of investment solutions, designed to assist in the creation and preservation of wealth. Our offering encompasses local investments, including fixed term investments and investments with guarantees, international investments, retirement saving solutions, and retirement income solutions. While each solution has its own distinct purpose, they all share the world-class quality and commitment that have come to distinguish Glacier.
What will you do?
The IT Application Support Engineer will be responsible for specialized 1st line application business support in the IT Production Support team, including writing MIS queries (SQL & DB2) and troubleshooting application software that carries out business operations.
Key outcomes
The following outcomes will be expected to be achieved by the IT Application Support Engineer:

• Writing MIS queries for users
• Evaluating and sifting user requests
• Responsible for 1st line application support across Glacier systems
• Performing analysis on software application functionality and suggesting improvements.
• Liaising with business and or technical representatives to ensure the highest quality outcomes
• Ensuring effective front-end and back-end functionality of applications.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Establishing the root causes of application errors and escalating serious concerns to the IT Production Support Manager.
• Keeping a record of configuration changes and scheduling application updates.
• Documenting processes and monitoring application performance metrics.
• Testing of production changes

What will make you successful in this role?
Qualifications and experience

• Matric / Grade 12
• IT qualification advantageous
• 3 - 5 years relevant experience in a support environment in the financial services industry will be advantageous
• Knowledge in SQL will be beneficial.
• Business knowledge - Relevant practical experience in the financial services industry, preferably Unit trust or Linked product industry
• Previous experience working in dynamic support environment would be to your advantage
• Understanding of common software failures and faults

Competencies

• Excellent problem solving and analysis skills
• Excellent communication skills, both written and verbal
• Information Monitoring
• Ability to perform well under pressure
• Attention to detail

Attributes

• Honesty, integrity and respect
• Proactive
• Thoroughness
• Self-motivated
• Professional manner
• Positive, enthusiastic attitude
• A challenging and enquiring mind

Knowledge and Skills
IT process analysis and mapping
Business Requirements Definition
Process implementation, training and adherence
IT Operations and frameworks
Personal Attributes
Interpersonal savvy - Contributing independently
Decision quality - Contributing independently
Action orientated - Contributing independently
Optimises work processes - Contributing independently
Build a successful career with us
We're all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters - Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development.
Core Competencies
Cultivates innovation - Contributing independently
Customer focus - Contributing independently
Drives results - Contributing independently
Collaborates - Contributing independently
Being resilient - Contributing independently
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
Our commitment to transformation
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.