Job Description

Job Details
Closing Date 2023/12/21
Reference Number SHO231214-2
Job Title Application Support Specialist I
Job Type Permanent
Location - Country South Africa
Location - Province Western Cape
Location - Town or City Brackenfell, Cape Town
Purpose of the Job

The purpose of the Application Support Specialist I role is to support end users with the operation and functionality of software applications.
The role works alongside the Applications Support team to provide technical support relating to various applications, system-level software, compilers, and other general computing applications, troubleshooting day-to-day malfunctioning of applications or software systems and analysing standardised software requirements. The role works in close collaboration with project teams and functional units to deliver client application support and ensure IT operations run smoothly. The Application Support Specialist I execute operational processes of low to medium complexity and scale.

Job Advert Details
Job Category IT
Job Objectives

Support the operation and functionality of one or more software applications / products.
Work with Analysts, Developers, Programmers and business to identify and resolve assigned software issues and effectively support end users.
With support and guidance from the Senior/Lead specialist review and give input into technical design specifications.
Provide technical support to end users, including support with requests, issues and queries on system functionalities as assigned by the Lead Specialist.
Assist in and conduct as assigned, the investigation and analyses of problems in order to establish the root cause.
Execute assigned development, configuration and upgrading of system activities, effectively planning and handling all assigned changes within the specified environment.
Execute assigned software releases and deployments.
Execute and plan own activities across assigned functional lines, ensuring all assigned tasks are executed on time and within agreed frameworks and standards.
Provide back-up to team members as required.
Conduct end user training on assigned applications.
Participate in functional, regression and performance testing as assigned
With support and guidance from Least Specialist, work closely with team members and team managers to enable quick prioritisation and timely resolution of issues.
Maintain regular communication with users in assigned area, answering questions, updating on system changes, troubleshooting problems, and providing general assistance.
Maintain regular communication with internal and external stakeholders, branch teams and IT operations.
Handle all relevant support issues.
Keep track of and identify support call trends and communicate these and provide input/recommendations on suitable resolutions to Senior/Lead Specialist and relevant stakeholders where applicable.
Monitor and follow-up all assigned service desk calls according to service level agreements.
Support and execute assigned client-specific application configurations.
Train and support 1st and 2nd level Service Desk support teams.
Effectively deliver on own priorities.
Qualifications

SDA - Service Desk Analyst Certification.
ITIL 4 Foundation Certification.
MS SQL fundamentals (Introduction to SQL) Certification.
Experience

+2 yearsxe2x80x99 experience in a similar role within an IT support team.
Experience in cloud solutions.
IT Support and Operations knowledge.
Experience of working on projects in both Agile and DevOps.
Experience in a Retail / Wholesale / Financial Services industry
Experience in software development and testing.
Remedy software knowledge
Exposure to vendor management
Exposure to Project Management
Change management experience.
Knowledge of SDLC
Knowledge and Skills

Collaborative partner xe2x80x93 Builds strong relationships with stakeholders while working collaboratively across work teams and projects. Open, honest and direct, comfortable giving and receiving constructive feedback.
Thinks and acts independently as well as collaboratively.
Strong technical orientation with the ability to translate functional requirements into technical requirements.
Is curious and adaptable and able to quickly apply new insights and learnings.
Analytical and detailed - Readily grasps new concepts and information, investigates various courses of action and integrates multiple sources of data to guide decision-making and identify optimal solutions.
Innovative and solution-orientated xe2x80x93 Open to new ideas and possibilities and proactively contributes ideas and solutions that serve the flow of work and meeting deadlines.
Results-driven xe2x80x93 Efficiently executes priorities tasks and priorities, setting stretch goals for self, while remaining focused and working tenaciously to meeting and exceeding expectations within quality standards.
Planning and organising xe2x80x93 Able to timeously and efficiently prioritise and execute multiple and competing demands in a fast-paced environment.
Identifies urgent and important tasks / priorities to ensure delivery.
Communication skills xe2x80x93 Strong verbal and written communication skills.
Able to simplify technical concepts and convey messages and ideas to users across organisational levels.
Ability to work under pressure and under tight time constraints, managing multiple demands while organizing, prioritizing and reordering workload in a rapidly changing and fast-moving environment.
Digital centric and savvy - Passionate about the possibilities of digital technologies and its value for the business.
A self-starter who can come up to speed quickly on our applications, technologies, and processes.

Shoprite Holdings