intermediate-support-analyst-at-sabenza-it

Job Description:

Beware of scammers who pose as reprensentatives of genuine employers.

DCV-Sabenza iT – a global specialized recruitment service Sabenza iT is a South African registered business focusing on SAP and general IT recruitment. With over 15 years’ experience in recruiting in South Africa, Australia, Europe, South America and Asia Sabenza iT has provided an excellent bespoke service working with a number of large compani...

Intermediate Support Analyst

Requirements:

Information Technology or technical qualification – NDIT or Bachelor’s degree or matric and at least 3-4 years related work experience.
Demonstrated ability to work with business process models (UML), at least 3 years.
Solid SQL and XML experience, at least 3 years.
Experience with scripting languages at least 2 years.
Proven ability to read system logs and software build scripts.
At least 3 years working knowledge of the Systems Development Life Cycle (SDLC).

Duties that the successful candidate would need to carry out:

Analysis of all issues raised from Production from the QA team. In this process the following is involved:

Using the Remedy Action Request System ttrack client originating issues
Accessing data held on DB2 databases
Working with XML messages flowing in and out the system
Discussing issues with business owners
Using the Client Defect Tracking System (currently Atlassian Jira system)
Utilising Client Support Software
Analysis of logs in the error queue and initiating resolution with the respective resolver group
Facilitate resolution of Incidents and Service Requests throughout the lifecycles and across various teams within the specified SLAs/OLAs
Raising valid Client defects and logging required information into the Client Defect Tracking system.
Providing Client developers and testers with all information required to replicate and resolve client issues.
Scripting of datascript and packaging for correcting data in the production system
As a member of the support team, ensure 24/7 support coverage for client production systems.
Assist with communication, creation, maintenance, scheduling, and distribution of reports
When on standby duty according to a standby roaster, taking first call, registering, prioritizing and escalating any issue raised via the different support channels.
Collaborate with other teams to troubleshoot and restore services in the event of outages
Participate in Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
Creating and submit knowledge articles to knowledge base for reuse.