About the position
Introduction
Are you passionate about technology, client support and solving complex system-related challenges?
We are looking for a Support Consultant to provide professional support to clients using the ITS Integrator suite of products. The successful candidate will be responsible for investigating and resolving incidents, providing client guidance, managing tickets in line with SLAs, and ensuring that systems remain aligned with business and statutory requirements.
Description
Key Responsibilities
- Investigate, troubleshoot and resolve system incidents and client queries.
- Log, track and manage incidents through the relevant ticketing system.
- Provide regular communication to clients regarding incident status and progress.
- Escalate incidents to relevant departments when required.
- Perform system and subsystem reconciliations.
- Identify root causes and recommend corrective actions.
- Provide client support, training and consulting on ITS Integrator functionality.
- Monitor SLA performance and contribute to SLA reporting.
- Assist with quotations, task management and client reporting.
- Maintain root-cause and risk registers.
- Participate in internal audits and monitor audit and compliance requirements.
- Monitor alignment with relevant statutory regulations.
- Support integration between allocated subsystems and other ITS systems.
- Liaise with clients, Contract Management and internal stakeholders to ensure effective service delivery.
- Adhere to ISO 9001:2015 support procedures, standards and record-keeping requirements.
Minimum Requirements
MINIMUM QUALIFICATION EXPERIENCE REQUIRED - Matric/Grade 12.
- A relevant qualification in Business Analysis, Software Testing, IT or a related field; alternatively, 3 years' relevant subsystem experience.
- Experience providing client support within an ERP, HR, Payroll or similar software environment.
- Experience working with ticketing systems and incident management.
- Knowledge of Service Level Agreements (SLAs) and service management processes.
- Experience investigating medium to complex system issues and identifying root causes.
- Intermediate knowledge of business processes, business principles and statutory legislation.
- Experience or knowledge of HR and Payroll systems.
- Knowledge of payroll functionality, including salary calculations, payroll processing and SARS submissions.
- Strong problem-solving, research, analytical and communication skills.
- Good report-writing and presentation skills.
- The ability to work effectively with clients and internal stakeholders.
- A proactive, adaptable and customer-focused approach.
Desired Skills:
- HR
- Payroll
- ITS Integrator
- SLA
- Troubleshoot
- Investigating
- ticketing system
