Client requires the services of a Supervisor: Application Support in the Technology Department. We require a self-starter with an outgoing personality and the ability to communicate at all levels. The successful candidate will be required to facilitate the team leadership within the Application Support team.

KEY ROLES AND RESPONSIBILITIES

Work Order Responsibility
• Providing application configuration and maintenance on business facing systems.
• Delivering support to existing business users.
• Investigating and resolving application errors, data discrepancies and queries.
• Ensure that all work orders is carried out in accordance with required standards, methods and SOP’s
• Introducing new Standard Operating Procedures and SLA’s for the team or improving the existing ones.
• Identify Application error trends.
• Quality Assurance to uphold data integrity.
• Investigate problems and other requests, determine appropriate action to be taken.
• Monitor progress of work orders and ensure that users and other interested parties are kept informed.
• Consistently uphold professional communication with Developers at all times.
• Develop temporary work around or application enhancements.
• Assist in presenting solutions on issues raised.
• Draw monthly report for management reporting
• Log bugs if and when necessary in order to resolve system issues.

Team Leadership Responsibilities
• Oversee work order’s to ensure that the overdue rate is within acceptable levels.
• Drive continual improvement with regards to work orders in order to bring down the average response time of work orders.
• Attend relevant OPS meetings to supply feedback to interested parties.
• Identify trends in work orders and implement plans to reduce trending work order issues.
• Ensure staff time management and manage leave requests.

Departmental Standards
• Ensure compliance with Departmental Standards.
• Adhere to Quality of work orders / Application Support.
• Department to ensure that new product and software releases meet documentation/sign-off requirements as well as stakeholder expectations.

KEY REQUIREMENTS
• Matric or Equivalent certification required.
• IT Diploma or Equivalent IT related Certification required
• Microsoft SQL Training and certificate is a must.
• A+, N+, and ITIL Foundation is prefered
• Training on relevant internal processes and procedures.
• 4-5 years of in depth product knowledge (RF, Skytrax, TomTom and Skygistics).
• 12 months experience in the Application Support Position.
• Excellent CRM knowledge and in depth understanding of system process flows.
• Basic Willow Financial System Knowledge is advantageous.
• Knowledge of Web Services is advantageous.
• Technical, Desktop and Network Support is desired.
• Own Transport and Valid driver’s license
• Willing to work extended hours
• Willing to travel