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Job Title
Applications Support Analyst
Work Type
Full Time
Job Location
Johannesburg
Practice Group/Department
Information Technology
Role
Business Services
Description
Applications Support Analyst
The Team
This is an opportunity to join a friendly
and supportive global team responsible for providing expert
technical application support & maintenance to a large
international user base.Quality of service delivery & support,
knowledge of application development, infrastructure design and a
willingness to learn are key traits required for this role. Strong
problem-solving and a pragmatic approach will be required as well as
an ability to work with senior stakeholders in resolving
time-sensitive issues quickly and effectively.
The Role
We're in search of a dynamic and driven
individual to join our team as a Support Analyst. In this role,
you'll have the chance to blend database administration with user
support, collaborating across time zones to uphold the reliability,
performance, and usability of our systems. Effective communication
and relationship-building skills are vital as you'll work closely
with colleagues, users, and vendors to deliver exceptional service
to our clients.
Proficiency in engaging with senior
stakeholders to address issues promptly and professionally is a key
aspect of this role.
We're looking for an experienced analyst
who values stability, a strong team culture and the opportunity to
leverage their existing skills while honing new ones. Our
environment prioritizes a healthy work-life balance, although
occasional flexibility may be required, including working outside
regular hours to ensure optimal support for our systems and user base.
If you're ready to excel in a supportive,
people-focused environment and are willing to go the extra mile when
needed, we encourage you to apply.
Key Responsibilities:
Collaborate with colleagues across
different time zones to ensure comprehensive coverage for incident
resolution across our international user base within an ITIL framework.
Utilise exceptional troubleshooting,
problem-solving, and analytical skills to proactively manage and
resolve issues throughout the incident lifecycle.
Effectively escalate incidents to vendor
support and collaborate with internal and external stakeholders
until resolution and fixes are implemented.
Identify system defects and advocate for
their resolution, collaborating closely with application teams
during the development lifecycle.
Monitor and maintain data processing and
feeds between systems, ensuring a deep understanding of end-to-end
processes and data flow.
Assist in database maintenance,
performance monitoring, troubleshooting, and supporting
database-related tasks (e.g. patching) under the supervision of
senior DBAs.
Work as part of a team to deliver
projects to improve systems manageability & supportability,
including taking ownership of specific tasks / work streams,
within the Change Management delivery process to ensure project success.
Any other reasonable duties requested by
the internal team lead.
Skills and Experience Required
Bachelor's degree in computer science,
Information Technology, or related field (or equivalent experience).
Proven experience in a support analyst
role, preferably in a global environment with a strong
understanding of ITIL framework and processes (incidents,
problems, and change management).
Experience working in a legal firm /
professional services industry and familiarity with Legal PMS
systems or ERP (SAP) would be advantageous.
Excellent English written and verbal
communication skills are required.
Hands-on experience supporting Intapp
Intake and Conflicts, Wallbuilder, and Integration Builder is
required. Additional experience with Intapp Integration Services
(IIS/Boomi) and Intapp Cloud is a distinct advantage.
Experience supporting other key
technologies and critical systems within a Corporate Environment,
including Document Management (iManage), Expense Management
(Chrome River), e-Billing, Marketing, and Security/Confidentiality
systems (Intapp Wallbuilder/iManage SPM), would be advantageous.
Proven ability to work effectively with
senior stakeholders.
Proactive problem-solving and analytical
skills, with the ability to troubleshoot issues across multiple systems.
Experience supporting and maintaining
enterprise applications, with a strong appreciation of
applications design & development, including database (SQL),
Servers/infrastructure technologies, and Integrations.
Demonstrates a willingness to both
mentor and be mentored, fostering a collaborative and supportive
work environment.
Exhibits resilience and composure in
handling situations with scattered or disorganised data,
maintaining a positive and solution-oriented attitude.
Demonstrates a proactive attitude
towards learning and adapting to new technologies across the
diverse technical landscape, encompassing areas such as front-end
application support, infrastructure, and development, to broaden
expertise and contribute effectively to various projects and initiatives.
Experience documenting KB articles and
reference guides to enable 1st line support and junior team
members to easily pick up work.
Understanding of integrated solutions
and a willingness to learn/take on applications outside of the
applications within the scope of responsibility.