Application Support Specialist I - Brackenfell at Shoprite Group of Companies

Purpose of the Job

• The purpose of the Application Support Specialist I role is to support end users with the operation and functionality of software applications.
• The role works alongside the Applications Support team to provide technical support relating to various applications, system-level software, compilers, and other general computing applications, troubleshooting day-to-day malfunctioning of applications or software systems and analysing standardised software requirements.
• The role works in close collaboration with project teams and functional units to deliver client application support and ensure IT operations run smoothly.
• The Application Support Specialist I execute operational processes of low to medium complexity and scale.

Job Objectives

• Support the operation and functionality of one or more software applications / products.
• Work with Analysts, Developers, Programmers and business to identify and resolve assigned software issues and effectively support end users.
• With support and guidance from the Senior/Lead specialist review and give input into technical design specifications.
• Provide technical support to end users, including support with requests, issues and queries on system functionalities as assigned by the Lead Specialist.
• Assist in and conduct as assigned, the investigation and analyses of problems in order to establish the root cause. 
• Execute assigned development, configuration and upgrading of system activities, effectively planning and handling all assigned changes within the specified environment.
• Execute assigned software releases and deployments. 
• Execute and plan own activities across assigned functional lines, ensuring all assigned tasks are executed on time and within agreed frameworks and standards.
• Provide back-up to team members as required.
• Conduct end user training on assigned applications.
• Participate in functional, regression and performance testing as assigned
• With support and guidance from Least Specialist, work closely with team members and team managers to enable quick prioritisation and timely resolution of issues.
• Maintain regular communication with users in assigned area, answering questions, updating on system changes, troubleshooting problems, and providing general assistance.
• Maintain regular communication with internal and external stakeholders, branch teams and IT operations.
• Handle all relevant support issues.
• Keep track of and identify support call trends and communicate these and provide input/recommendations on suitable resolutions to Senior/Lead Specialist and relevant stakeholders where applicable. 
• Monitor and follow-up all assigned service desk calls according to service level agreements. 
• Support and execute assigned client-specific application configurations.
• Train and support 1st and 2nd level Service Desk support teams.
• Effectively deliver on own priorities.

Qualifications

• SDA - Service Desk Analyst Certification.
• ITIL 4 Foundation Certification.
• MS SQL fundamentals (Introduction to SQL) Certification.

Experience

• +2 years’ experience in a similar role within an IT support team. 
• Experience in cloud solutions. 
• IT Support and Operations knowledge.
• Experience of working on projects in both Agile and DevOps.
• Experience in a Retail / Wholesale / Financial Services industry
• Experience in software development and testing.
• Remedy software knowledge
• Exposure to vendor management
• Exposure to Project Management
• Change management experience. 
• Knowledge of SDLC 

Knowledge and Skills

• Collaborative partner – Builds strong relationships with stakeholders while working collaboratively across work teams and projects. Open, honest and direct, comfortable giving and receiving constructive feedback.
• Thinks and acts independently as well as collaboratively.
• Strong technical orientation with the ability to translate functional requirements into technical requirements.
• Is curious and adaptable and able to quickly apply new insights and learnings.
• Analytical and detailed - Readily grasps new concepts and information, investigates various courses of action and integrates multiple sources of data to guide decision-making and identify optimal solutions.
• Innovative and solution-orientated – Open to new ideas and possibilities and proactively contributes ideas and solutions that serve the flow of work and meeting deadlines.
• Results-driven – Efficiently executes priorities tasks and priorities, setting stretch goals for self, while remaining focused and working tenaciously to meeting and exceeding expectations within quality standards.
• Planning and organising – Able to timeously and efficiently prioritise and execute multiple and competing demands in a fast-paced environment.
• Identifies urgent and important tasks / priorities to ensure delivery.
• Communication skills – Strong verbal and written communication skills.
• Able to simplify technical concepts and convey messages and ideas to users across organisational levels.
• Ability to work under pressure and under tight time constraints, managing multiple demands while organizing, prioritizing and reordering workload in a rapidly changing and fast-moving environment.
• Digital centric and savvy - Passionate about the possibilities of digital technologies and its value for the business.
• A self-starter who can come up to speed quickly on our applications, technologies, and processes.