Psybergate is an IT company that builds bespoke software solutions and provides highly skilled resources to its clients.
We are looking for a CX Systems Administrator to join our financial services client based in Sandton for a 12-month contract role.
What You Will Be Doing:
- Ensure that the production/service delivery meets set objectives as per the Service Level Agreements (SLA's); maintain and support the Experience Design Tool (Cemantica) and the Experience Measurement and Orchestration Tool (Qualtrics) to ensure availability, scalability, and sustainability, in line with company business strategy.
- Keep abreast of legislation and other industry changes that impact the role.
- Understand and embrace the company vision and values.
- Ensure that own contribution and participation contribute to the achievement of team goals.
- Contribute to a culture of transformation by participating in company culture building initiatives, business strategy, and CSI.
- Stay abreast of developments in the field of expertise, ensuring personal and professional growth.
- Ensure knowledge management, continuity, and team success through constructive participation in a diverse team and sharing knowledge.
- Build internal relationships by engaging with team members and providing timely and effective feedback on any operational issues.
- Ensure client needs are addressed.
- Assist clients by providing consistent second-level support and troubleshooting.
- Ensure smooth workflow.
- Identify opportunities to improve or enhance processes, adding value to the company.
- Identify remedial and/or enhancement actions by providing and analyzing MIS information.
- Monitor the trends of system activity and work with colleagues to agree on policies and procedures for future system enhancements.
- Ensure compliance with standards.
- Guide and perform daily operational work requirements within existing policies, processes, and procedures.
- Ensure the stability of Experience Design (Cemantica) and Experience Measurement and Orchestration (Qualtrics) technologies within existing processes, procedures, and policies.
- Ensure problems are solved effectively.
- Ensure user accounts are configured and managed in line with Active Directory configuration guidelines in a timely manner.
- Ensure recurring incidents are managed appropriately to resolution; ensure that all standards are observed and procedures are documented and carried out in a timely manner.
- Propose and implement consequent improvements by monitoring and reviewing performance, throughput, availability, and exceptional incidents.
- Research and understand product roadmaps.
- Provide input to enhancement by participating in the planning and implementation of upgrades and fixes.
- Ensure work is completed to plan.
- Ensure that all standards are observed and procedures are carried out timely, so that all systems functionality and data is accurate.
What We Are Looking For: - Completed IT Degree or other related fields.
- Certification or experience applicable to Experience Design (Cemantica) and Experience Measurement and Orchestration (Qualtrics) or relevant/similar technology.
- 3 - 5 years in the IT industry with 2-3 of these years in experience applicable to Experience Design (Cemantica) and Experience Measurement and Orchestration (Qualtrics).
Technical / Professional Knowledge: - Administrative procedures and systems.
- Data analysis.
- Microsoft Office.
- Business writing skills.
- Information Technology concepts.
- Role relevant related technologies of Experience applicable to Experience Design (Cemantica) and Experience Measurement and Orchestration (Qualtrics).
- Multiple operating systems.
- Computer literacy.
- Performance monitoring and tuning.
Please note that if you do not hear from us within 3 weeks, consider your application unsuccessful.
This is a hybrid role.
Desired Skills:
- Cemantica.
- Qualtrics.
- Experience Design.
- Experience Measurement.
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