The Support Analyst is the first point of contact as a part of Interfront third line support and is 1 of 4 roles in the department that provide a 24/7/365 support service to our client. The principal task is to receive production issues discovered by the SARS client in their Production Environment. Once received the Support Analyst will analyse, reproduce, manage the resolution of the defect, verify the resolution and release the upgrade to SARS.
To analyze all issues raised from SARS Production and SARS QA team by:
Remedy Action Request System (when on Standby)
Data held on DB2 databases by running queries
Text log files located on IBM servers running AIX OS/WAS logs
Discussions with business owners
JIRA Defect Tracking System
Knowing Interfront Support Software both tactical and strategic
To raise valid Interfront defects adding all required information into JIRA Defects to the appropriate departments
To provide Interfront developers and testers with all information they require in resolving the bugs.
To be able to reproduce issues before escalating to Interfront QA Team.
Define needed Support Tools for use to make support process better.
Responsible for ensuring a 24/7 support coverage for our client's Production System.
Providing assistance and training to other members of the team.
Information Technology or Technical qualification - NDIT or Bachelors degree
Demonstrated ability to work with business process models (UML), atleast 3 years
Solid SQL and XML experience, atleast 3 years.
Experience with scripting languagesatleast 2 years
Proven ability to read system logs and software build scripts
Atleast 3 years working knowledge of the Systems Development Life Cycle (SDLC)
Knowledge of Configuration Management
Exposure to Enterprise Architect as modeling tool will be an advantage
Skills and Knowledge requirements:
SSH Terminal commands
Experience with XML and XSDs
Development capability in a scripting language
Business analysis qualification and experience
Experience as a Support Analyst
The ability be self-taught and drive continuous improvement
Low level of training will be provided to the successful candidate. The candidate is expected to provide a lot of their own training through research, investation, reading through documentation, testing and asking or setting up training sessions with colleagues. The position is based in Somerset West, however, the Support Analyst may be required to travel to the clients' site on occasion.
Analytical thinking, enjoys problem solving
Calm and methodical
Has no problem dealing with large workloads
Can quickly establish rapport with others
Ability to learn large volumes and reapply their principles in other areas
Willing to self teach to resolution when faced with a problem.
Interfront offers competitive remuneration packages commensurate with the positions available and a pleasant working environment. The Employment Equity policy of Interfront will be considered as part of the recruitment selection. Therefore, preference will be given to employment equity candidates. For statistical purposes, please indicate your Employment Equity status. Successful candidates will be required to undertake an oath of secrecy, declaration of private interest and a pre-employment screening and/or vetting which includes background, criminal and tax clearance checks as well as a psychometric assessment (if required for the position). The appointment will be subject to appropriate references.
Included in package:
Total cost to company package including
Group life and income protection
24 days annual leave
Closure between Christmas and New Years day
Other leave benefits as per basic conditions of employment
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