About the position
Introduction
To provide support to clients on the functionality of the ITS Integrator suite of products. The incumbent
is responsible for the for logging, investigation, and resolution of queries from the clients, to fulfill the
contractual obligation to the clients as laid out in the SLA (Service Level agreement).
Description
PRIMARYRESPONSIBILITIESFORTHEROLE
· Investigate incidents relating to systems, within the scope of control and assign to other
departments where necessary.
· Continuous communication with originators of incidents with regards to their status and
activity.
· Perform reconciliations for the subsystem in the scope of control
· Recommend corrective actions after investigation.
· Participate in internal audits.
· Provide client support on the use of the ITS Integrator systems as per maintenance and service
level agreements (SLA).
· Log incidents on the ticketing system in response to customer or internal reports.
· Monitor statutory regulation alignment to the system within scope of control.
· Responsible for the integration between sub-systems allocated to the team and other ITS
systems.
SECONDARYRESPONSIBILITIES-SERVICEMANAGEMENTROLE
· Professional Services:
? Submission of quotations to client
? Follow up on status of order
? Close task if the client rejects the quotation
? Assistance with completion and sign of report
? Logging of tasks and submission to relevant BU’s
? Compile spreadsheet for submission to client
? Update of consolidated spreadsheet – internal Adapt IT
? Track and tracing of tasks
· Service Management:
? SLA Reporting
i. Tracking and Reporting
ii. Incident Management
1. Keep register of Root causes
? Weekly Check-ins
? Monthly Meetings
? Assist Client with Quarterly Forums
? Assist clients to run Forums
? Client Risk Management
i. Keep Risk Register log and manage with assistance of relevant stakeholders
? Monitor Audit reporting and DHET compliance
? Liaise with Contract Management making sure clients have current contracts and
Service Orders
COMPLIANCETOTHEISO9001:2015SUPPORTPROCEDURE
· Adhere to published procedures and standards.
· Maintain records in accordance with published procedures.
· Initiate
Minimum Requirements
MINIMUMQUALIFICATIONEXPERIENCEREQUIRED
· Matric relevant qualification (e.g. Business Analysis/Testing Certificate etc.)
· Or 3 years of experience on the related subsystem
CORECOMPETENCIES
KNOWLEDGE
· Intermediate to advanced business process knowledge
· Intermediate to advanced understanding of business principles
· Intermediate to advanced knowledge of statutory legislation
· Identify opportunities to sell systems and services to existing clients
· Intermediate to advanced knowledge of the sector
· Intermediate to advanced knowledge of the ERP systems function
· Intermediate to advanced knowledge of different modules in the various suite of products
· Continuous development of knowledge of software systems within scope of control.
· Continuous development of knowledge of business practices that are addressed by software
systems within scope of control.
SKILLS
· Ability to perform medium to complex investigations
· Design & analysis skills
· Research skills
· Mentoring and coaching skills
· Conduct Training and Consulting
· Ability to grasp business practices and recommend alternative solutions
· Intermediate to advanced problem-solving ability
· Ability to create, compose and edit written materials
· Agile and adaptable
COMMUNICATIONSKILLS
· Proficient written and verbal communication skills
· Proficient presentation and report writing skills
· Proficient negotiation skills
· Interpersonal skills
SYSTEMKNOWLEDGE
Have Intermediate knowledge of:
· Finance Code Structure
· PMISS (From Requisitions to Invoicing) – Including Finance iEnabler
o PO – Purchase Order
o
Desired Skills:
- Investigate
- ITS
- ERP
- Support
- Comminication
- Investigate
- Finance
