What will you do?

The Document Management Support Analyst is responsible for the monitoring, maintenance, and support of document management systems and related IT infrastructure. The role ensures system stability, optimal performance, and high-quality service delivery to business users while contributing to continuous improvement initiatives.

What will make you successful in this role?

1. System Monitoring & Support

• Monitor and maintain document management and supporting software infrastructure
• Perform daily system health checks and proactively resolve issues
• Provide first-line support for document capture environments and associated systems
• Ensure system availability meets agreed service levels

2. Incident & Problem Management

• Diagnose, troubleshoot, and resolve software and infrastructure issues efficiently
• Escalate complex incidents where necessary, following ITIL practices
• Maintain accurate incident and resolution records

3. System Administration & Maintenance

• Perform routine maintenance, system updates, and software testing
• Provide server support and ensure infrastructure reliability
• Assist with system configuration and environment administration

4. Continuous Improvement & Documentation

• Identify and implement process improvements
• Develop and maintain support documentation, procedures, and knowledge articles
• Promote best practices and consistent support processes

5. Stakeholder Support & Training

• Provide guidance to users on optimal system usage
• Support application development teams via system administration
• Deliver quality customer service and maintain strong stakeholder relationships

6. Reporting & Compliance

• Produce regular service and performance reports
• Ensure compliance with organisational standards and policies
• Participate in after-hours standby rotation as required

Qualification

• Matric
• Relevant IT qualification (Diploma/Degree in Information Technology or equivalent)

Experience

• Experience in first-line IT support and system administration
• Experience troubleshooting software and infrastructure environments
• Exposure to document management systems (advantageous)
• Basic development or scripting knowledge (advantageous)

Technical Knowledge

• Understanding of ITIL principles and support frameworks
• Knowledge of server environments and system infrastructure
• Familiarity with enterprise document management or capture systems

Personal Attributes

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

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