IMS 1st-line Support and Tester, Durban

The IMS 1st-line Support and Tester role provides first‑line technical support, participates in software testing and documentation, and contributes to the ongoing development and maintenance of the organisation’s Information Management Systems (IMS). This includes MyGateway, Syspro‑integrated systems, Qlik, Power BI, PowerPivot, Power Automate workflows, SharePoint solutions, and PDF‑based digital forms.

The role bridges user support, software testing, and light development activities—ensuring that changes, enhancements, and user requests are handled efficiently, tested thoroughly, and documented consistently. It offers a strong foundation for future growth in software development, quality assurance, or business analysis roles within the MyGateway and Business Excellence teams.

Key Responsibilities Application Support

Serve as the first point of contact for IMS‑related queries, troubleshooting user issues and logging them accurately.

Manage and triage support tickets (e.g., Spiceworks, Trello), ensuring timely resolution and escalation where required.

Perform basic configuration, data corrections, software, and system updates under supervision.

Identify recurring issues and feed insights into MyGateway, QA and BI teams for process or system improvements.

Maintain a customer‑focused, service‑oriented mindset in all interactions.

Software Testing

Execute structured test plans for new features, bug fixes, and enhancements.

Develop integration tests for automated regression testing.

Perform regression testing prior to deployment to ensure system stability.

Document test results clearly and ensure they are stored according to QA protocols.

Collaborate with the QA Analyst and Developers to validate fixes, confirm requirements, and report any defects or inconsistencies.

Participate in feature demos and ensure business‑facing test cases reflect user needs.

Documentation&Knowledge Management

Contribute to maintaining a user‑friendly, well‑structured knowledge base, including SOPs, FAQs, and how‑to guides.

Ensure that documentation is updated following system changes or releases.

Collaborate with MyGateway, QA and Training teams to prepare material for business handover and training.

Maintain traceability of configuration and testing artefacts in alignment with Business Excellence standards.

Continuous Improvement

Adopt a prevention‑first approach—identifying opportunities to automate, simplify, or improve recurring support processes.

Support the QA Manager in implementing Lean and PDCA (Plan–Do–Check–Act) principles within the Quality Assurance stream.

Participate in retrospectives and process reviews to refine support and testing practices.

Process Automation

Develop and maintain low‑code / no‑code solutions such as Power Automate flows, SharePoint lists, and PDF‑based digital forms.

Assist in maintaining standard templates and document libraries that underpin business workflows.

Support small‑scale enhancements to existing applications in collaboration with senior developers.

Follow best practices in change control, testing, and documentation.

Key Relationships

Internal: QA Manager, QA Analyst, MyGateway Developers, BI Team, Data Operations Team, Business Users

External: System vendors, third‑party service providers (as required)

Required Qualifications&Skills

National Diploma or Degree in Information Systems, Computer Science, Industrial Engineering, or equivalent experience.

1–3 years’ experience in application support, testing, or related IT function.

Basic knowledge of SQL and relational databases.

Familiarity with Microsoft 365 tools—Power Automate, SharePoint, Excel, and Teams.

Understanding of software testing principles and bug tracking workflows.

Strong analytical and troubleshooting skills.

Excellent written and verbal communication skills.

High attention to detail and documentation accuracy.

Proactive learner with a growth mindset and willingness to experiment with new technologies.

Desirable Skills

Exposure to Syspro or similar ERP systems.

Basic knowledge of BI concepts and exposure to Qlik or PowerBI.

Experience with low‑code development or scripting (e.g., Power Automate, Power Apps, VBA, Java).

Familiarity with CI/CD or deployment tools (e.g., Octopus Deploy).

An interest in automation, business process improvement, or data analytics.

Success Metrics / KPIs

Timely and accurate resolution of user tickets.

Reduction in recurring issues through effective root cause analysis and feedback loops.

High quality and completeness of test documentation and results.

Improved accuracy and usability of test plans over time.

Improved testing effectiveness through automated testing.

Improved accuracy and usability of business documentation (SOPs, FAQs, templates).

Contribution to small‑scale automation or workflow improvements.

Positive feedback from users and internal QA team on responsiveness and professionalism.

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