Senior Business Support Specialist

• This role manages the Data Capability Support function and provides the interface between end users and product/ technical support resources, responding to the user community efficiently and timeously.
• The Support Team manages user queries and incidents, provides application support, and monitors the accuracy of the estate. Ensuring the availability and accuracy of the production environment with ongoing monitoring and the resolution of incidents as quickly as possible are key responsibilities.
• The role is responsible for managing customer expectations, maintaining optimal customer service standards, ensuring effective communication between end users and the Data Capability team, and providing prompt 1st tier resolution where possible.

Role Requirements

System Efficiency Optimization

• Implements cost saving/optimization initiatives.

Training

• Provides training and guidance to end users on products and services offered by the Group Finance Data Capability.
• Ensures best practice of solutions by end users.
• Provides advice and consultation to the business across products and processes.

Technical Support

• Super user on applications in use, with knowledge of IT processes and technologies.
• Responsible for daily monitoring of user queries and accessibility and accuracy of estate.
• Responsible for problem and incident management – from logging to troubleshooting to root cause analysis of incidents, and pro-actively managing re-occurrences.
• Provides temporary workarounds for incidents, to ensure service is restored as quickly as possible to achieve service level agreements.
• Has knowledge of data management processes and technologies.  
• Deep understanding of business processes, procedures, policies, and practices.
• Ensure clear requirements and expected results received in business requests.
• Assists with Self Service report builds.
• Tests and troubleshoots builds and fixes.
• Participates in the systems, process, and reporting handover once solutions operationalized. Ensures that sufficient understanding and documentation is in place to support these solutions. 
• Communicates timeously and effectively regarding Support and Data Capability- related incidents and activities.
• Available to provide 24/7 first-tier standby support for production processes

Role Qualifications, Skills & Required Experience & Knowledge

• Finance Function experience
• Data Management experience
• Project or BAU Support Role Experience
• Analytical skills
• ITIL Service Management (Advantageous)
• Minimum of 2 years’ service desk/ helpdesk experience

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question