Managed Talent Solutions a Business Unit within Datacentrix is looking for an
HR Application Support Consultant for one of their client based in Randburg. This is a fixed term contract for 6 months. The Support Consultant will be required to serve as the
custodial “owner” and subject-matter expert for designated IT applications/systems. Supporting the day-to-day use, performance and maintenance of the applications/systems, changes, improvements and enhancements to the applications/systems and involvement in Call Centre projects.
Be part of new projects to understand what is happening and what needs to be supported.
Qualifications/Skills/Personal Attributes Required: - Matric
- ITIL Foundation Certified is a prerequisite.
- IT related qualification will be advantageous.
- HR knowledge and workflow knowledge advantageous.
- 2-3 years’ direct experience in managing IT systems from a business point of view.
- 5-7 years related work experience.
- 2-3 years’ experience in analyzing and defining business requirement specifications.
- Operational experience in a corporate channel environment.
- The ability to communicate verbally and in writing.
- Knowledge of operating systems (Microsoft Windows)
- Data base proficiency.
- Managing delivery of senior technical resources.
- Deep knowledge and subject-matter expertise regarding the designated IT systems, products, services and procedures
- Good understanding of IT systems development lifecycle principles.
- Good listening skills.
- Good analytical and business-analysis skills.
- Good interpersonal skills
- Basic understanding of project-management disciplines.
- Basic understanding of Business Change Lifecycle methodology.
- Good written-communication skills (writing MS Word documents).
- Computer literate.
- Good MS Office skills (MS Word, PowerPoint, Excel)
- General business acumen; commercial awareness
- Professional credibility with sponsors/stakeholders
- Team orientation
Accountability and responsibility - Manage the day-to-day use, performance and maintenance of the designated systems
- Provide subject-matter expertise and knowledge regarding the systems, to all role players, and provide user support as required, in liaison with the Helpdesk.
- Monitor and assess the extent to which the systems functionalities, performance, etc. meet/satisfy user requirements.
- Manage Service level delivery according to agreed and signed off SLA’s.
- Investigate incidents and problem reports regarding the systems and assist with problem resolution.
- Ensure required maintenance requests are logged and implemented with little/no disruptions to business.
- Know Systems landscape and ensure that this is monitored and optimized.
- Document interdependencies between systems and other related systems & processes and optimize to ensure business stability.
- Manage 3rd Party escalation.
- Partake in Change Control meetings.
- Ensure Incidents are addressed and resolved in a timeous manner.
- Proactively identify shortcomings, issues, etc. in system functionalities, procedures and performance and make recommendations for changes/improvements.
- Follow change governance process for any changes required in IT environment including sign off of UAT (user acceptance testing)
- Ensure full understanding of business changes (BRD & BSS) to determine systems impact and sign off.
- Review deployment plan and sign off if correct.
- Provide subject-matter expertise and support & assistance to change projects regarding changes/improvements to systems.
- Provide post-implementation user support.
- Communicate with business units as per engagement model.
- Provide reports and management information on system performance, issues, changes, etc. where and as needed
- Keep abreast of trends, developments, best practices, competitive activities, etc. regarding systems functionalities, capabilities, etc.
- Implement relevant policies and procedure and ensure that due processes are followed related to IT delivery.
- Deliver appropriate solutions to close all IT related audit findings.
- Drive solution of severity 1 and 2 and root cause analysis actively until resolved and follow escalation process if required.
- Identify process gaps within business process where the system can’t support the business requirement and implement the solution.
