Open Position -

Application Support Analyst

REF. NO:
PrF - ASA

SKILL SET

  • 1-2 years of experience in a similar role
  • Excellent written and oral communication in English
  • Basic knowledge of SQL Databases, Network troubleshooting, Support of Windows 10, and MacOS based systems

BONUS POINTS FOR

  • Basic understanding of APIs and REST based Web Services, PL/SQL, Shell Scripting, Jira, Confluence, Office 365 Administration
  • An IT related degree qualification
  • An understanding of premium finance is an advantage

YOUR CONTRIBUTION

  • Maintain a detailed understanding of the product technically and functionally
  • Managing, investigating, resolving and / or escalating pre- and post-implementation issues via our ticketing systems
  • Make recommendations for product enhancement and revisions to the product manual/user guide based on support and training experience
  • Involvement in all stages of the delivery cycle: from research to development, working closely with the developers and business analysts
  • Carrying out business process reviews with clients to ensure that existing processes are still relevant and that where change is required it is managed effectively to deliver improvements to business efficiency without upsetting the status quo
  • Thoroughly document product and process inconsistencies/issues/ software concerns for follow-up and/or resolution by ASEs development team
  • Providing first and second line support including ad-hoc training to clients via email and remote sessions