Job Description

Key Roles and Responsibilities:

Troubleshooting

• The primary role will require you to be a problem solver.
• You will test, validate and engage with the customer to come up with solutions for any incidents, problems or service requests.

Assesses business process requirements

• Analyze the structure and flow of the business work to identify, maintain and advise on possible application solutions.
• You will need to be aware of the latest software developments and think of ways that software can be applied to make the business more efficient and successful.

Creates process and protocols for software

• For any new and existing software that is in the organization, the Application support specialist will create and develop protocols and procedures for its usage.
• Once these standards are developed, they may also need to provide training to users.

Project Management

• Self sufficient to drive your own project portfolio with the assistance from the application manager.
• Any updates, upgrades or maintenance on the application will be driven from the Application team.

Execute business priorities

• Key contributor on delivery and support for the applications portfolio and participate in defining, planning, and documenting key projects and initiatives.

Customer excellence

• You will uphold and continue to drive customer satisfaction across all sites.
• You will drive best practices with a focus on outcomes for our customers.
• You will identify and own local and global initiatives and continue to optimize our highly customer focused operational teams.

Vendor relationship management

• Front line for all escalation enquiries for our end users and assist with the entire flow of the application trouble shooting life cycle. Which will start at the customer and end at the vendor.

ITIL process

• Will follow the ITIL standards on a helpdesk to align with our global helpdesk standard.

Finance

• Assist with achieving budget process.
• Support the application portfolio internally mitigating vendor management.
• Assist the department with sourcing and budgeting.

People

• Contractor management.

Process

• Deliver on key allocated projects for the portfolio.
• Implement standardization for operational compliance in all sectors of IT
• Technical problem resolution management
• Identifying gaps in the support process and amend it accordingly.
• Support and customer satisfaction entrenchment.
• SLA alignment
• Assessing the technical needs of staff and clients.
• Establishing and maintaining strong relationships across teams and with staff/clients.
• Resolving application issues.

Knowledge, Skills and Attributes:

• Experience the in following ERP systems essential; SAP, Syspro.
• Experience in the following WMS essential; Datscope WMS.
• Experience in the following applications; Qlikview, Rapidtrade, Pastel, SAGE, Netstock
• 5 years of experience in one or more of the following roles; application support specialist, helpdesk support agent, customer support agent, system administrator.
• Exceptional technical ability to navigate all escalated related issues is a must.
• Experience Supporting application process lifecycle (Support, Development, Deployment)
• Comfortable working with development tools like SQL.
• Ability to be able to debug software at every technical level.
• Experience with the ITIL process.
• Previous experience of working in a highly pressurised environment.
• Excellent analytical and problem-solving skills.
• Deep understanding of the core business of the company and the avenues for growth.
• Ability to compose data into reports and interpret against forecasting.
• Verbal communication professional phone manner and ability to match the customers style/level of communication.
• Written communication ability to write professional emails and document knowledge clearly and concisely.
• Shows initiative at every level.
• Customer service orientated, facilitating customer feedback and concerns to drive service improvement initiatives
• Positive and proactive approach at every level and under pressure.

Academic Qualifications and Certifications:

• 5-10 years experience working in IT application or infrastructure environments and have working knowledge and understanding of support structures.
• Computer science related degree/ and or experience.
• Relevant technical qualifications.