Senior Support Analyst at FNZ Group

The Role

An experienced Support Analyst responsible for incident and request management with a swift turnaround on production systems for the Transfer Agency Business Support team (TABS).  This person will also be required to collect, process, and analyse data for a variety of business concerns.

Skills and Experience

Competencies

• Formal SQL training
• Knowledge of ITIL and SDLC
• In-depth knowledge of specific systems worked on: LOB, Sapphire, Collapsed API, Fiscus
• Experience working in DevOps teams advantageous.
• Analytically inclined and solution driven.
• Building and maintaining good relationships with all other divisions within FNZ, suppliers, and clients
• Effective business and solutions analysis.
• Creative problem solving and solution thinking.
• Ability to document training content and facilitate training for end users.
• Ensure daily log management process and policies are followed.
• Follow good data practices.
• Assist in the mapping of data between systems.
• Assist in analysing data and providing trend reports.
• Using tools and techniques to visualise data in easy-to-understand formats, such as diagrams and graphs.
• Monitoring data quality and removing corrupt data.
• Ensure compliance with FNZ's data privacy policy.
• Manage documentation related to data quality (standards, definitions, guidelines etc)
• Keen understanding of data terminology and principles.
• Able to present and communicate concepts and ideas clearly to an audience.
• Driving a Data-Driven approach to decisions
• Provide input to data quality deliverables, conduct root cause analysis into anomalies & provide feedback to data governance facilitator.

Experience:

• Knowledge of the financial industry minimum 2 years.
• Experience in second-line support role (Minimum 3 Year)
• Experience in technical analysis including testing (Minimum 5 Year)
• Experience with software implementation projects preferred.
• Experience with working in project teams preferred.
• Knowledge of Data Quality
• Excellent digital literacy

Qualifications:

• Minimum Matric
• Technical Degree or Diploma (in related industry) advantageous
• Formal testing training advantageous
• DevOps / ITIL fundamentals advantageous
• Formal technical analysis training advantageous.
• Understanding of Data Stewardship advantageous
• Relevant data certifications advantageous

Key Accountabilities

• Provide System Support for FNZ SA legacy Line of Business systems.
• Prepare data fix scripts.
• Perform root cause analysis and provide possible solutions.
• Technical Log/Requirement Analysis & Documentation
• Managing resolution until completion
• Perform testing (Performance, Regression, Functional, Integration, UAT etc)
• Contributing to design for internal controls with the relevant technical teams
• Contribute to Knowledge Base
• Identify and raise IT Risks, completion of Risk Events and identification of mitigating controls.
• Provide robust and continuous communication to clients, service providers and internal stakeholders and partners.
• Provide training content and facilitate training for users of technical solutions.
• Change Management for releases/implementations.
• Assist with learning and development and training/ knowledge transfer including training and knowledge base updates.
• Review scripts.
• Provide afterhours standby support.
• DR Testing
• Maintenance weekend testing
• Continuously improve your knowledge by growing and developing yourself

Personality and Attributes

• Commitment to excellence and delivery to customers
• Ability to quickly grasp new requirements and concepts.
• Methodical, attention to detail and accuracy, with a strong work ethic and a focus on quality
• Lateral and critical thinker with the ability to solve problems.
• Positive attitude
• Ability to be flexible and work in a stressful environment.
• Must be calm, composed, and work well, under pressure.
• Strong communication skills
• Excellent interpersonal skills
• Self-motivated
• Ability to work standby.
• Self-starter with initiative
• Ability to prioritize efficiently.
• Ability to work longer hours on occasion.
• Ability to guide and mentor others.
• Comfortable working in a hybrid between home and office and being managed by outcomes.