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Support Consultant

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General Details

Location:

Johannesburg CBD, Johannesburg

Advertised By:Agency

Company Name:Adapt IT

Job Type:Full-Time

Description

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).

Primary Responsibilities for the Role

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.
Have a good understanding of all other modules and systems within the product set (e.g. Student Administration, Finance, HR etc).
Assist with testing of software when required and advise on compliance.
Be able to assist with material development, manuals etc. Adapt IT Consultant Student Management
Comply with all administrative, SLA and ISO requirements as published and as revised from time to time.
Mentoring of juniors and new staff and the associated administrative functions related to this. Key Competencies
Have the Ability to understand issues and make systematic and rational judgments based on the relevant information.

Compliance to the ISO 9001:2015 Support Procedure

Adhere to published procedures and standards.
Maintain records in accordance with published procedures.
Initiate corrective and preventative action as per standard procedure.
Monitor effectiveness of corrective and preventative action.

Minimum Qualification Experience RequireD

Matric + relevant qualification i.e., a Degree or Diploma
Business Analysis/Testing Certificate will be an advantage
7+ years of experience using ITS Integrator on the related subsystem
Proficient in MS Excel, MS Word and PowerPoint
Knowledge of Visio and MS Projects will be an advantage
Knowledge of Student Finance system and/or HR/Payroll system will be advantageous.

CORE COMPETENCIES

KNOWLEDGE

Intermediate business process knowledge
Intermediate understanding of business principles
Intermediate knowledge of statutory legislation
Identify opportunities to sell syst...
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Id Subtitle 1014350104

Adapt IT

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