Senior Specialist IM Marketing Support

Valterra Platinum Marketing IM is seeking an experienced Software Application Support Specialist with a strong background in supporting both physical and financial commodities trading and marketing systems to join our team.

The Senior Specialist IM Support will be the lead for the support function for the Marketing IM software estate set the direction and scope of activities of the support team and drive the continuous improvement of the Marketing system processes and support function.

The role holder will play a part in setting the support strategy. They will be a trusted partner to the Marketing business and combine expert knowledge of the technologies and the applications estate across the commodity trading value chain to deliver technology that supports safe secure resilient solutions to enable the Marketing business.

Senior Specialist IM Support will act as the key specialist point of contact for service providers in problem solving and investigations related to incidents in the Marketing area where they relate to systems and manage escalations within the IM team and external vendors.

The role holder will partner with the system delivery teams as new or changed application move into early life and BAU support to ensure a controlled evolution of the supported estate.

Job responsibilities include (but are not limited to):
Performance and Delivery

• Lead and manage the IM Marketing support team to provide timely and effective solutions to technical issues (including managing root cause analysis and resolution)
• Develop and implement IM support policies and procedures to ensure consistent service delivery.
• Monitoring the performance of IM systems to identify and resolve issues proactively.
• Collaborate with IM peers to align support services with broader IM Marketing and organizational goals.
• Manage the IM support ticketing system and ensuring issues are resolved within agreed service level agreements (SLAs).
• Provide training and support to Marketing IM staff and end-users to maximize the return on the IM investments.
• Ensure compliance with relevant internal process laws regulations and best practices in IM support and cybersecurity.
• Ensure the knowledge underpinning any new enhancement is documented managed and maintained.
• Work with the business analysis and development teams to identify plan and execute service improvements.
• Work with project and support teams to manage service introduction and deployment.
• Manage team members tasks workflow and mentoring to build a high performing development team.
• Thought leadership & Innovation:
• Responsible for prioritizing the implementation of the people tools and processes for the Marketing Support function working in collaboration with colleagues from the business Marketing IM and Group IM.
• Contributor to the IM communities of practice encouraging innovation amongst the community and supporting individuals and teams to share creative ideas to constantly improve the quality of the development deliverables.
• Ambassador for innovation with the ability to connect relevant technology advancements with opportunity for business improvements.

Quality & Controls:

• Defining and implementing design and development of support standards and practices to ensure compliance and cohesion between Marketing transformation activities.
• Responsibility for defining and maintaining best-practice high value support artefacts.

People & Teams:  

• Implement a purpose-driven high-performing culture that is aligned with the company values is inclusive and promotes diversity supports engagement and fosters continuous improvement to work processes.
• Responsible for leading a team of support analyst for the Marketing IM system to meet the needs of business users. This will include line management of permanent team members and performance management for contractors and consultants.
• Provide technical support and guidance to develop the team and their capability
• Support the team to operate in accordance with Valterra Platinum and Marketing IM operational processes standards frameworks and quality controls as required.
• Managing team tasks workflow and mentoring.
• Support the professional development of permanent team members to enable individual growth and progression and to continuously improve internal developer capabilities.
   

Qualifications :

•  An undergraduate qualification (Bachelors degree or equivalent) ideally in a technical degree (Computer Science Engineering Mathematics Pure Science)
• It would be advantageous to have a postgraduate qualification in the related business or IM discipline OR a proven track record of extensive practical experience in a role and context of similar complexity.
• Registration with professional bodies relevant to the role (Desirable)

Experience:

• 5-7 years of experience of working in a similar role
• 10 years supporting software system and process in a commodities or financial services firm ideally metals but other commodities also possibility

Role-specific knowledge:

• Experience in leading service support teams (Essential)
• Experience in trading domain knowledge market/credit risk back office/ERP integration experience (Desirable)
• Experience in CTRM/ETRM systems e.g. Aspect (Desirable)
• Experience of using data analysis tools (Essential)
• Experience of working with analysis and development teams supporting the SDLC (Essential)
• Experience of using one or more issue or SDLC management tools (e.g. DevOps JIRA ServiceNow) 
• Experience of support process creation implementation and documentation e.g. ITIL (Desirable)
• Proven record of problem-solving skills requiring analytical communication and negotiation skills (Desirable)
   

Additional Information :

Who We Are
We are a Southern African PGM producer marketing metals globally with a presence across 8 regions and 17 sites. Our operations include 4 operating mines 3 smelters and 2 refineries giving us full control across the Platinum Group Metals (PGM) value chainfrom resource to market.
We explore we mine we concentrate we smelt we refine and we market. As a result we have an in-depth knowledge of PGM production and markets. Using this knowledge we invest in developing sustainable markets for PGMs partnering directly with research institutions as well as customers in the industrial jewellery and investment sectors.
With 3 global marketing hubs and a team of over 29000 employees we serve a diverse international customer base while remaining deeply rooted in Southern Africa.

What We Offer
At Valterra Platinum you will join a team committed to excellence and impact.
We offer:
    Meaningful work in a high-performance values-led environment.
    Market-aligned reward and recognition.
    Opportunities for learning development and progression.
    A culture that respects diversity and encourages innovation.
    A clear commitment to safe Operations.

Inclusion and Diversity
Valterra Platinum is an equal opportunities employer. We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are and provide equality of opportunity so that everyone can fulfill their potential.

Valterra Platinum has a zero tolerance to dignity harms these include all acts of gender based violence bullying harassment and victimisation. Ensuring the safety of our employees extends beyond physical safety and includes the eradication of harmful behaviours from our workplace. This responsibility extends to everyone at Valterra Platinum both during work hours and outside of work. We are unconditional in creating a respectful inclusive and safe working environment to ensure that no colleague will be violated or harassed under our watch.

How to Apply

To apply for this role please complete our online application form via this job advert.

Closing Date: 04/07/2025
 

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