Business Systems Support Analyst
Business Systems Support Analyst
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Job Description
Business Systems Support analyst Job Description
Key Responsibilities
The business systems support analyst is responsible to manage customers issues end to end through receiving and issue from the customer making sense of it and either resolving it or escalation up the chain to team/s that will provide a resolution while owning the issue until resolve.
Providing support and stakeholder engagement
- Case troubleshooting and resolution and where needed work with other teams to get the issue resolved
- Escalate issues timeously
- Maintain detailed case history and documentation ensuring comprehensive documentation and timely follow-up
- Work closely with Business and Function Support teams to aide in knowledge transfer identification and remediation of bugs
- Own the case end to end and continue to up the customer
- Documen findings / requirements form the root cause analysis work
- Document processes and procedures
- Ability to present information to stakeholders
- Ability to present information in a coherent manner
Work Experience and Qualification
- IT / Relevant Science/business tertiary qualification
- Minimum of 2 years Business / System analysis experience
- Analysis knowledge of enterprise system i.e. Sales Force SAP Oracleetc
- Experience in Customer Service
- Exposure as an end user to a support systems i.e. remedy zendeks etc.
- Trends and patterns identication and execution thereafter.
- Microsoft Office Suite
- Experience working within all aspects of the Software Development Life Cycle (SDLC).
- Knowledge of BPMN (Business process modelling notation) OOD (Object oriented design) UIX (User interface design) CJM (Customer journey mapping) - Enterprise Architecture.
- Excellent communication both written and verbal
- Excellent relationship management and collaboration skills
- Good planning and time management skills
Critical skills of the role
- Analysis
- Problem solving
- Customer Service
- Communication
- Relationship Management
- Self Management
- Decision making
- Planning co-ordinating and directing
DEI Statement
Cybersecurity is a community effort. Thats why were committed to building an inclusive diverse community that celebrates and welcomes everyone unless theyre a cybercriminal of course.
Were proud to be an Equal Opportunity and Affirmative Action Employer and wed encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.
We consider everyone equally: your race age religion sexual orientation gender identity ability marital status nationality or any other protected characteristic wont affect your application.
Due to certain obligations to our customers an offer of employment will be subject to your successful completion of applicable background checks conducted in accordance with local law.
Required Experience:
IC
Employment Type
Full-Time
