Old Mutual
DUE: 12 FEB 2025
Job Description
The role is responsible for day-to-day operational support including administration, troubleshooting, configuration, installation, deployment, maintenance, upgrades of the organization’s systems and applications on On-premises and Cloud Infrastructure.
- Manages day-to-day operational support including administration, troubleshooting, configuration, installation, deployment, maintenance, upgrades on On-premises and Cloud Infrastructure.
- Provision of level 1 support to stakeholders on the ERP Platform and other TCoE Applications and Systems across all operating countries.
- Centrally manages tickets logged by various stakeholders by maintaining a daily log of operational and maintenance issues.
- Leads troubleshooting efforts and works with peripheral system support teams for a quick resolution of potential technical issues.
- Ensures that organization’s wide applications and systems are working correctly through monitoring and routine system checks.
- Provides reports on Support, Systems, Applications and Infrastructure Performance.
- Performs root cause analysis of tickets logged, prioritizes through impact analysis and escalate to level 2 and level 3 as appropriate
Job requirements:
- Functional knowledge ERP Systems and support experience across the core financial system modules – AR, AP, Procurement, GL, Fixed Assets, Bank reconciliation
- Good Understanding of Chart of accounts, dimensions, account structures and advanced rules configuration.
- Understanding of journal configurations and posting profiles.
- 3+ years of hands-on infrastructure and operations support (on premises and Cloud), and administration or experience with managing and integrating middleware application technologies is required.
- 2+ years of experience in any system management tools technologies.
- Previous experience in implementation and/or support of D365 in a financial services industry is an added advantage.
- Knowledge of ITIL processes preferred.
- Stakeholder management and coordination
Provides more advanced technical support either remotely or physically to help end-user resolve issues with computer hardware and software by responding to inquiries and requests. Troubleshoots, diagnoses, and addresses problems as well as identifies and implements appropriate IT solutions to enable proper functioning
Responsibilities
User Support
Provide advice, training, and assistance to users to resolve complex queries and ensure the applications/website capabilities are well understood by the business.
Data Management
Help others get the most out of data management systems by providing support and advice.
Client & Customer Management (Internal)
Help senior colleagues manage internal client and customer relationships by using relevant sales or client systems.
Administration
Produce, update, and provide best practice support on complex Microsoft documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes.
Faults Diagnosis and Correction
Provide fault isolation and resolution to limit and address issues promptly.
Documentation and Backup
Draft and maintain basic technical and/or user documentation to a high standard, and create backup files to ensure instant recovery if problems occur.
Knowledge Management System
Help others get the most out of knowledge management systems by offering support and advice.
Operational Compliance
Identify, within the team, instances of noncompliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.
Work Scheduling and Allocation
Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.
Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Skills
Analytical Thinking, Innovation, Pressure Management, Problem Solving, Programming Languages, Teamwork, Technical Support, Technologically Savvy, Working Independently
Competencies
Collaborates
Communicates Effectively
Decision Quality
Ensures Accountability
Manages Complexity
Optimizes Work Processes
Plans and Aligns
Tech Savvy
Education
Bachelor Of Business Science In Information Systems: Information Technology And Computer Science: Information Technology Management
TO APPLY
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