Specialist: IT Systems Support at Liberty Group South Africa

Purpose

• To provide specialist remedy advice and support related to day-to-day computer use and IT system trouble-shooting, problem-solving and education, through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Key Deliberables

• Perform and monitor day to day scheduled and ad hoc requests for service on associated IT application.
• Provide support the technical IT domain solution in both project and production support environments.
• Resolve incidents and problems, escalate 2nd level support requirements to relevant IT platform team. Service restore must satisfy service level agreements.
• Perform day to day application and user administration. In terms of user administration, ensure that user access and related permissions are managed in accordance with the user access management regime.
• Participate in the planning, development and implementation of the Remedy projects and enhancements.
• Monitor projects throughout all phases to ensure compliance and alert IT leadership when there are potential disconnects.
• Consult with Technical SME to assist in the design of solution which comply with the Architecture and standards of the Liberty / Standard Bank Group.
• Testing and verification of application patches, refreshes, and upgrades in accordance with related deployment and release schedules, with the guidance of the Domain SME.
• Keep up to date with domain technology trends, enhancements and future technology developments.
• Provide insights to internal customers on all matters relating to the relevant domain.
• Support Operational Controls processes (Audits, Risk and DR& BCM governance, business processes improvements), supply requested information and assist in the implementation of corrective actions as applicable.

Minimum Experience

• 2 - 3 years experience in a similar environment

Minimum Qualifications

• Bachelor`s Degrees or Advanced Diplomas [NQF Level 07] in Information Technology and Computer Sciences or equivalent experience

Process

• Apply relevant research methodologies, tools and techniques to effectively and purposefully gather information.
• Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
• Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
• Comprehensively test solution to ensure delivery according to identified requirements and document changes for recording and governance purposes.
• Configure and troubleshoot computer problems and install and configure org. software through walk in or remote access within agreed SLAs.
• Diagnose and advise users on course of action to remedy IT related problems (hardware, network, system or access problem): within agreed SLAs.
• Accountable for the execution of specialised work including the improvement of quality, standards and outputs within defined work routines and operating procedures.
• Proactively solves problems, determines root-cause and applies solutions in line with guidelines and providing the necessary information to solve problems related to area of specialisation.
• Plan for own task execution and advises on improvements related to area of specialisation.

Customer

• Ensure own understanding and adherence to customer service delivery and Treating the Customer Fairly (TCF) principles to provide specialist support and guidance.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage related to the area of specialisation.

Learning and Growth

• Interact proactively with others for the purpose of continuous knowledge sharing; and integration of own new knowledge.
• Contribute positively to own area-specific knowledge improvement associated with area of specialisation.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.