Support Analyst

We are seeking a Support Analyst to join our team at Khonology (Pty) Ltd.

We are seeking a Support Analyst to join our team at Khonology (Pty) Ltd.

As a Support Analyst, you will be responsible for providing technical assistance and support to our client.

Your primary focus will be to troubleshoot issues, offer solutions, and ensure customer satisfaction. Support Analysts have a broader end-to-end understanding of the system, can work across multiple teams and business units and own the the issue resolution from start to finish by getting involved at both a technical and functional level.

What does the role entail?

Manage application support and incident processes, including issue identification, root cause analysis, resolution, testing, and change management within SLA guidelines.

Log, track, and manage support tickets effectively using tools such as Jira or equivalent platforms.

Perform root cause analysis and implement solutions to prevent issue recurrence.

Develop, update, and optimize SQL reports and SAP Business Objects reports to support business functions.

Initiate, prepare system change request and ensure that all relevant governance Artefacts are attached to the Change (UAT Results, Install Plan, IT and Business Approvals).

Collaborate with stakeholders to understand system requirements and provide technical expertise.

Liaise with external vendors to resolve system-related issues.

Provide training to team members and end-users to improve system usage.

Update and maintain the systems knowledge repository, creating user manuals and technical documentation.

Monitor and manage End-of-Day (overnight) batch processes to ensure successful completion and address any issues that arise.

Participate in deployment handover sessions.

Ensure compliance with IT policies and best practices in all support activities

What you will need to succeed?

A minimum of 3 years extensive experience working in a similar production support environment for a financial system.

Experience in Investment Banking/Capital

Markets/Global Markets is beneficial

Detail oriented, analytical and inquisitive.

Ability to work independently and with others.

Extremely organized with strong time-management skills.

Big picture thinking.