Are you someone who can

• To be responsible for operations in support of the business applications/systems at 2nd Level. This includes logging, resolving, monitoring, tracking and communicating calls escalated from First Level Support Agents into the problem and change management processes and tools.
• The App Support Analyst will also be responsible for trending and reporting as well as investigations that aid the Incident and Problem processes to deliver suitable work around and root cause analysis Where applicable they will escalate calls to Second/Third Level, Third party Vendors and even the Incident\Problem Manager

Role Purpose

• Increase operational efficiency and suggest solutions to enhance cost effectiveness.
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions by resolving queries fast end effective
• Responsible for the timely and effective response of IT systems user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses
• Mange the reduction of hours of unplanned downtime caused by faulty applications incidents
• Manage installation of planned system solutions and changes against required System Application Plan
• Improves user experience by pro-actively advising of issues or fixes being implemented on the system using the appropriate communication avenues.
• Translate Business Strategies into actionable goals and execute relevant IT projects / IT initiatives aligned to strategic objectives with specific performance measures and control systems to track progress
• Comply, understand and implemental steps within IT development and meet governance in terms of legislative and audit requirements
• The overall management of application releases (tasks, assignments, delivery, timeframes and problem fixtures).
• Maintain and make changes to application software systems, as and when required by business, to reduce the number of production problems caused by downtime
• Manage IT projects to ensure successful implementation within agreed timelines
• Manage the incident to completion of queries by trouble-shooting end user functional issues and resolves or escalates to senior applications administrator / functional / technical support where necessary
• Assists with first level testing of system fixes prior to placement in production environment by providing onsite implementation support if required
• Responsible for producing reports and statistic information on the applications/systems and impact on business unit and/or segment
• Manage own development to increase own competencies
• Increase job knowledge by participating in educational opportunities reading professional publications maintaining personal networks participating in professional organizations

Education and Experience

• Diploma in computer science, Information Technology, or a related field. A relevant degree would be advantageous.
• Over 1-4 years’ experience in IT Support within an Information Technology environment.
• Experience to a process Model tool
• OS administration (Linux, Windows server)
• Knowledge on Sailpoint IdentityIQ, A+ N+, Excel
• Understanding identity and Access governance and understanding of Segregation of Duties
• Proven experience in application support or a similar role.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Experience working with Service now.
• Branch experience added advantage.
• Knowledge of SQL, databases, and scripting languages