We have 2 Intern Support Analyst Vacancies available. During this period training and upskilling will be applied.

 

JOB PURPOSE

Primary purpose of the role is to facilitate the operational support of the production payment environments, and implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability.

 

SUPPORT ANALYST INTERN: RESPONSIBILITIES

 

Technical Support

Effective resolution of escalated issues via thorough root cause analysis and effective resolution and / or providing concise reporting. Internal change requests are submitted and followed up on for repeated requests or issues
Provide 2nd and 3rd level support functions for the Postillion and Imbeko environments.
Ensure production platforms are reviewed periodically and maintenance and housekeeping is performed.
Identify enhancements to improve supportability, operability, and performance of systems
Maintain the internal servers and perform day-to-day IT admin tasks.
Track and report on incidents
Conduct SQL scripting and DB maintenance
Work independently to troubleshoot all support requests and follow escalation policies
Implementations of software and patches

 

Customer Service

Provide after-hours support according to a standby schedule.
Provide resolution for support requests to customers, according to the Service Level Agreement
Configure, troubleshoot, isolate, repair, and resolve all customer issues.
Ensure effective communication of planned and unplanned outages to customers within SLA.
Ensure alerts or escalations to Tech Ops are resolved timeously and communicated to requestors within SLA.
Establish and maintain a positive professional relationship with customers.
Prepare and conduct customer training as requested.
Adherence to SLA to ensure consistent and predictable service delivery.
Support tactical and strategic goals of the operations team.
Provide training and mentoring for support team members, including escalated support requests

 

Work collaboratively

Build a culture of respect and understanding across the organisation.
Recognise outcomes which resulted from effective collaboration between teams.
Build cooperation and overcome barriers to information sharing, communication and collaboration across the organisation.
Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions.

 

Self Management

Demonstrate consistent application of internal procedures.
Plan and priorities, demonstrating abilities to manage competing demands.
Demonstrate abilities to anticipate and manage change.
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs.

 

SUPPORT ANALYST INTERN: BEHAVIORAL COMPETENCIES

 

Customer Focus

Building strong customer relationships and delivering customer-centric solutions.

 

Instills Trust

Gaining the confidence and trust of others through honesty, integrity, and authenticity.

 

Cultivates Innovation

Creating new and better ways for the organisation to be successful.

 

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives.

 

Situational Adaptability

Adapting approach and demeanor in real time to match the shifting demands of different situations.

 

Business Insight

Applies knowledge of business and the marketplace to advance the organisation’s goals. For example, shows considerable business insight, beyond the fundamentals. Asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.

 

Manages Complexity

Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognises even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods well.

 

Plans and Aligns

Plans and prioritises work to meet commitments aligned with organisational goals. For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skillful use of resources and support to deliver efficient, high-quality work.

 

Balances Stakeholders

Anticipates and balances the needs of multiple stakeholders. For example, draws upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders. Probes deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders; takes initiative to respond to stakeholder problems.

 

Drives Results

Consistently achieves results, even under tough circumstances. For example, devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks; maintains productivity and a positive attitude.

 

Ensures Accountability

Holds self and others accountable to meet commitments. For example, holds self to high standards and consistently honors policies, procedures, and work requirements. Scrupulously ensures all work is correct.

 

Financial Acumen

Interprets and applies key financial indicators to make better business decisions. For example, swiftly assembles and fluently interprets the financial data and metrics relevant to the role. Draws rich insights from financial and quantitative data. Adheres to relevant budgetary guidelines.

 

EDUCATION

Post graduate qualification in Information Technology or similar.

 

EXPERIENCE

Minimum 1-2 years’ experience in similar role / Payment Services or retail environments
Experience of SQL / PostgreSQL scripting, the Postilion Application suite / Payment Services or retail environments will be highly advantageous.