Senior Applications Specialist at BDO South Africa

The Senior Applications Specialist is responsible for supporting and maintaining the various Applications in the Organization, of which Maconomy will be the biggest portion. From an end user support role to assisting with system functionality. Ensure Applications are available on machines in the organization and liaising with ITC on rollouts where needed. Manage requests using a Ticketing system and adhering to Service levels and ITIL or similar Framework. Utilizing Junior Applications Specialists in the Team to ensure first line support is delivered and assisting with more in-depth support, technical skills and knowledge.

The Senior Applications Specialist must maintain a culture within the firm whereby local support and assistance is available on site, and end Users feel comfortable asking for assistance. Working with the Senior Applications Manager, identify training gaps and provide feedback to the Development Team on functionality requests from Business users. Filtering this information down to the Junior Application Specialists to ensure a robust and effective support structure are built.

Doing this by:

• Daily working though the tickets logged on the Service Desk to provide support, ensuring the cadence of ticket closure is in line with the SLA and users expectancies and Business Projects.
• Adhering to and ensuring SLA levels are adhered to on the Service Desk.
• Use Teams or Remote software to share screens Nationally with end users to assist with tickets.
• Keep up to date on System changes and functionality to ensure the feedback they provide stays relevant and are best for the end User and Team.
• Keep track of daily occurrences or requests and give through to the Senior Application Manager to action more permanent solutions.
• Assist with onboarding / offboarding of Users (JML), ensuring Licenses are used optimally.
• Assist with rollout of new Software, Reports, or functionality
• Ensure tickets are closed timeously, keeping Users Informed at all times.
• Ensure familiarity with System capabilities and functionalities to provide the best assistance.
• Document support related matters and create Knowledge based articles to assist other Support staff to assist.
• Follow ITIL protocols Start to end to ensure best service rendered.
• Assist with upload files and Journals that needs to be processed each month. This includes but are not limited to – General Journals, WIP Provision files, Master Data upload files, User and Employee Creation
• with uploads.
• Assist in training and upskilling of staff and Champions in the various Business areas.
• Assist Administrators in Business with Invoicing, Credit notes, WIP Provisions and WIP Transfers where needed.

Requirements    
Qualifications, Requirements & Knowledge:

• Relevant degree in Information Science, Computer Science or Commerce or relevant work experience.
• 2-3 years in a relevant environment or similar exposure to support and Service Desk environments
• Solid understanding of ERP systems, financial reporting and WIP management.

Competencies
Technical Competencies:

• Intermediate Excel skills
• Experience on working on a Service Desk.
• Understanding of ERP systems.
• ITIL Certification will be a bonus.
• Excellent fault-finding capability, Root cause Analysis
• Microsoft Teams / Team Viewer or similar software knowledge

Behavioural Competencies:

• Excellent communication skills
• Ability to deal with senior employees
• Assertive
• Time management
• Work independently as well as within a team

BDO Core Competencies:

• Relationships and Collaboration
• Leadership
• Exceptional Client Service
• Business Growth
• Engaging people and working well as part of a team
• Inclusive Agile Leadership
• Quality, Risk management and Operational transformation

Closing Date: 31st, March 2022