Senior Software Associate, Port Elizabeth

Job Description

Assist with ongoing maintenance of existing software products and to participate in the development of new and enhanced ERP system products and solutions

Work closely with various team members to use and enhance support tools, learn effective troubleshooting techniques and increase product knowledge

Communication and problem-solving skills to deliver support services for business applications

The successful candidate for the role will be responsible for the following systems/apps (but not limited): - SAP - Evolve

Providing application support to users Answer, Identify issues and Provide suggestions and long-term solutions

To provide proactive support to internal staff, and external customers: Analyse recurring incidents on the service desk and solve through interaction with key stakeholders

Investigate and analyse system issues to determine cause of issues and appropriate corrective action

Provide system knowledge and consultancy for divisional and cross-divisional projects ensuring that business process requirements are met, and best practice is achieved

Pre and post information systems implementation, and support with process owners

Contribute to the Help Desk knowledge base, add quality articles relating to Problem Resolution pertaining to new, existing projects, types and Sub Types

Review and recommend continuous improvement of the systems and support processes

Document technical information and processes for existing and newly developed functionality to provide suitable and up-to-date system support

Maintain data quality and integrity within the system

Ensure all critical services/systems are monitored

Provide clear, professional, informative and appropriate communication to colleagues, customers and suppliers

Carry out system maintenance tasks and processes to agreed schedules

Supplier management: Manage relationships with approved supplier’s 1st/2nd level support

Log calls

Assign priority to calls low, medium, urgent, high, critical

Update system in real time

Problem analysis– identify recurring problems and report in weekly meeting Alert Management

Use and update the knowledge base of the system

Requirements

Diploma / Certificate in Information Technology: System support or similar

Solid experience of supporting and maintaining production computer systems in a customer facing support environment of at least 5 years

Experience in database systems, reporting and query tools

Excellent written and verbal communication skills at all levels of the business with technical and non-technical staff

Effective time management skills and ability to prioritise work assignments

Analytical

Ability to solve problems

Able to build and maintain business relationships

Desire to learn and grow within the organisation

Strong team player

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