Analyst I: Application Support - Logistics SCS Centurion
Core purpose of the role The main purpose of the role is to deliver support to end users in the organisation on how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The incumbent is also responsible for contributing to the design, testing, delivery, and improvement of software applications. Key deliverables and outputs1.Provide support on software programmes by fielding incoming tickets from end users. 2.Monitor and improve support process effectiveness by creating and deploying feedback mechanisms for end users, analysing results and implementing appropriate changes.3.Monitor, document and communicate application problems and issues to key stakeholders, including management, development teams, end users and team leads.4.Enhance end user effectiveness by implementing training on the software applications used in the organisation and maintaining own expertise in these applications. 5.Actively participate and support the roll out of group-wide IT projects, especially related to new business applications. 6.Assist in designing, delivery and improvement of software applications, including testing new and existing software applications under development or consideration for purchase 7.Ensure the implementation of and compliance with all internal policies, processes and quality standards as applicable to the area of responsibility. 8.Create and manage constructive relationships with internal and external providers, including but not limited to developers, Business Intelligence, IT infrastructure team, software vendors and software development vendors 9.Manage second line support service providers in terms of delivery and task tracking.10.Ensure that all reports and administrative documents are completed as agreed. This includes incident reports, status updates and applicable monthly reports.11.Provide guidance and learnings to junior team members.
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