Support Analyst: Business Applications
3 weeks ago
Perform day-to-day Tier I and Tier II support of the ICT business systems in use in the organisation by prioritising and completing work packages logged by end users. Ensure work packages are resolved effectively to ensure that the systems supported are functioning according to set Service Level Agreements. Highlight deficiencies and or opportunities identified on business systems.
Key Performance Areas
Supply line manager with relevant information required for the annual budgeting process.
Contribute to the creation of Service Level Agreements (SLA) with relevant stakeholders.
Ensure that own SLA targets are met.
Investigate and report to line manager on non-compliance to set targets.
Build relationships with key business stakeholders to facilitate healthy interdepartmental partnerships.
Be fully versed with all ICT business systems in area of responsibility to facilitate Tier I1 and II2 support to organisation.
Participate in performance management and monitor own performance on an on-going basis to ensure set goals are achieved.
Contribute to the creation of Standard Operating Procedures (SOP) and or Policies relevant to the area of responsibility.
Ensure compliance to SOPs and policies by ensuring that training and competence are done before effective date.
Research and analyse the effectiveness and efficiency of existing processes and submit to line manager strategies for enhancing or further leveraging these processes.
Contribute to the development of project plans for projects in area of responsibility
Analytical Thinking and Attention to Detail
Drive and Belief in the cause
Customer Service Orientation
Systems Competence
Judgement and Decision Making
Ethical Behaviour
Organisational Awareness
Technical Skills:
Computer Literacy.
BECS.
LIMS.
Problem solving
Excellence Orientation
Knowledge Sharing
Business and Financial Acumen
Planning Organising
Personal Development
Teamwork
Big Picture Thinking
Communication
Education
Matric
Experience
2 years working experience on a Blood Establishment Computer System (BECS) in one or more of the following areas:
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