Hyphen IT Business Support Specialist - Sandton, South Africa - FirstRand

FirstRand

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

About us, purpose, experience and qualifications

about us:

purpose:

To provide, technical and operational business support to functional areas in order to enable the business to deliver on its objectives and to proactively drive efficiencies

experience and qualifications:

Additional Requirements
Continuous training to the Support Team members
Initiate dialogue to build professional working relationships with all stakeholders, displaying excellent abilities to listen, advise, influence, negotiate and present at all levels
Lead and facilitate difficult conflict situations into consensual agreements
Liaise with key stakeholders to track progress on tasks, manage expectations and ensure clients' needs are met
Proactively communicate, share information and facilitate discussion and debate (share successes, highlight challenges and identify and manage risks)
Read the cultural environment and adapt communication style to meet the needs of different audiences
Anticipate and manage conflict, demonstrating an ability to resolve differences, particularly where these may be stalling the implementation of agreed plans
Qualification Requirements
Degree or Diploma in related discipline
Minimum 35 years' experience in financial ERP systems, business support, analyses and product implementation.
Solid experience working in a multidisciplinary team, fostering collaboration and teamwork
Experience in the banking industry an advantage
Experience in a PCI DSS certified environment
Technical Prerequisites:
Advanced proficiency in Microsoft Office Suite
Advanced proficiency in SQL
Competencies & Personal Attributes
A professional, who is a team player and who is willing to embrace our values.
Selfstarter who is organised, analytical and detail oriented.
Good communication and document writing skills are essential.
Must be able to cope well under pressure.
Must have a strong customer service orientation (internal & external).
Must be able to operate with minimum supervision
additional requirements:

responsibilities:

Implementation Support
New bank account configuration / loading
Bank statement download management
Exception management for transactions
Exception risk management for frozen transactions
Manual file uploading on request
Adhoc Client report generation
Analysis of Client data
Ad hoc training to Implementation
IT Operations Support
Required Product support and error handling
User loading
Support for technical implementation failures.
Input to the Implementation manuals on new functionality, enhancements, products
Automation of queries to deliver system delivered reports
Exception reports
Analysis and support for technical failures related to client processes across products
Filtering of any client queries that require Sales/Implementation/Product input for enablement
Operational Support
Compile various reports at relevant intervals:
ISO / CRM / SLA reports
Exception management reports
Production issues monitoring and reporting
Assess Quality and completeness of logged call