Intermediate Support Analyst

SUMMARY:
Title: Intermediate Support Analyst
Description    
Responsibilities/Tasks:

• Analysis of all issues raised from SARS Production from the SARS QA team. In this process the following is involved:
• Using the "Remedy Action Request System" to track client originating issues.
• Accessing data held on DB2 databases.
• Working with XML messages flowing in and out the system.
• Discussing issues with business owners.
• Using the company Defect Tracking System (currently "Atlassian Jira" system).
• Utilising company Support Software.
• Analysis of logs in the error queue and initiating resolution with the respective resolver group.
• Facilitate resolution of Incidents and Service Requests throughout the lifecycles and across various teams within the specified SLAs/OLAs.
• Raising valid company defects and logging required information into the company Defect Tracking system.
• Providing company developers and testers with all information required to replicate and resolve client issues.
• Scripting of data script and packaging for correcting data in the production system.
• As a member of the support team, ensure 24/7 support coverage for client production systems.
• Assist with communication, creation, maintenance, scheduling, and distribution of reports.
• When on standby duty according to a standby roaster, taking first call, registering, prioritizing and escalating any issue raised via the different support channels.
• Collaborate with other teams to troubleshoot and restore services in the event of outages.
• Participate in Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence.
• Creating and submit knowledge articles to knowledge base for reuse.

POSITION INFO:
Requirements

• Information Technology or technical qualification - NDIT or bachelor’s degree or matric and at least 3-4 years related work experience.
• Demonstrated ability to work with business process models (UML), at least 3 years.
• Solid SQL and XML experience, at least 3 years.
• Experience with scripting languages at least 2 years.
• Proven ability to read system logs and software build scripts.
• At least 3 years working knowledge of the Systems Development Life Cycle (SDLC).
• Personal Profile
• Analytical thinking, enjoys problem solving
• Attention to detail
• Calm and methodical
• Has no problem dealing with large workloads
• Can quickly establish rapport with others
• Ability to learn large volumes and reapply their principles in other areas
• Willing to self-teach to resolution when faced with a problem.
• Driven to close the loop on open issues.
• Take ownership.