Support Analyst x3 – Sandton needed at Blue Label Telecoms

JOB PURPOSE

• The Technology Specialist who will play a pivotal role in bridging the gap between business needs and technical solutions. This role focuses having strong ETL skills, proficiency in MSSQL and MySQL, and a deep understanding of technical processes and starter packs in South Africa. This role requires a proactive approach to problem-solving and exceptional customer service skills

RESPONSIBILITIES

Client Engagement

• Meet regularly with business stakeholders to understand their technical and business challenges
• Act as a liaison between technical teams and business units to ensure alignment and effective communication.

Root Cause Analysis

• Conduct root cause analysis on trending issues to identify underlying problems
• Develop and implement solutions to prevent recurrence of issues

Customer Centricity

• Maintain a customer-centric approach in all interactions and solutions
• Ensure that client needs are met with high-quality and timely responses

Technical Expertise

• Possess a deep understanding of technical processes and how they relate to business operations
• Stay updated with the latest technological advancements and best practices

Starter Packs Knowledge

• Have a deep understanding of starter packs in South Africa and their operational mechanisms
• Apply this knowledge to support business and technical strategies.

Process Review and Documentation

• Review and document existing processes to identify areas for improvement
• Develop comprehensive documentation for new and existing processes

ETL Functions

• Perform Extract, Transform, Load (ETL) functions to integrate and manage data from various sources
• Ensure data integrity and accuracy during the ETL process

Work Collaboratively

• Provide technical guidance and mentorship to junior database analysts and team members
• Build a culture of integrity, respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with external stakeholders (Retailers and POS Companies) to develop joint solutions
• Demonstrate ability to work in teams
• Demonstrate ability to communicate at all levels

Requirements:
BEHAVIOURAL COMPETENCIES

• Customer Focus
• Instills Trust
• Cultivates Innovation
• Collaborates
• Situational Adaptability
• Business Insight
• Manages Complexity
• Plans and Aligns
• Balances Stakeholders
• Ensures Accountability
• Collaborates
• Cultivates Innovation
• Customer Focus
• Instills Trust
• Situational Adaptability
• Tech Savvy 

EDUCATION

• Matric
• Bachelor’s degree in Computer Science, Information Technology, or a related field (Advantageous)

EXPERIENCE

• Proven experience in a similar role, preferably in a technology-driven environment
• Strong proficiency in MSSQL and MySQL
• Experience with ETL tools and processes
• Excellent problem-solving and analytical skills
• Exceptional communication and interpersonal skills
• In-depth knowledge of starter packs in South Africa
• Strong organizational skills with the ability to manage multiple priorities
• Knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud) and their integration capabilities
• Basic understanding of web development technologies (e.g., HTML, CSS, JavaScript, Glassfish) and backend systems
• Ability to adapt quickly to new technologies and learn on the job in a dynamic IT environment