Analyst: IT Application Support

Structural Information

Job number:                     10024708

Job title:                             Analyst: IT Application Support

Job grade:                          S6

Group/ BU:                       Generic

Division:                             Generic

Span of control:               0

Reports to:                        Management

REM Functional Area:    IT

Core Description

Responsible for providing, technical advice and support for the installing, complex analysis, testing, tuning, optimising, diagnosing problems, repairing, upgrading and maintaining system software using a variety of functionalities and a range of associated products in order to support services for assigned applications. Responsible for and oversees day to day tracking and follow-up on issues of daily operations. Maintains liaison with vendors and repair personnel to obtain required service. Responsible for problem resolution and monitoring.

Job Responsibilities

OUTPUT 1
Maintained Solutions
SUB-OUTPUTS
Receive faults/request
Analyse the fault/ request
Rectify or allocate fault/ request to applicable parties
Apply change control procedures
RANGE

Types of solutions
Types of Maintenance
Functional Specifications
CMID's
RCAs
OUTPUT 2
Implemented Solutions
SUB-OUTPUTS
Follow appropriate processes
Roll out solution
Perform trouble shooting
Monitor system to ensure stability
Implement interfaces
RANGE
Types of implementation:
Implementation Plan
Installation Manual
System Administration Instructions
Operating Instructions
Disaster Recovery Plan
User Guide/ Manuals

Training Documentation/ Manuals
Roll-Out Plan
Progress Reports
Review Document/ Report
OUTPUT 3
Provided Support
SUB-OUTPUTS
Receive/ analyse request
Determine nature of support/ project to be provided
Execute support/ project actions
Provide feedback
Update documentation
RANGE
Meetings
OUTPUT 4
Tested Solutions
SUB-OUTPUTS
Check that solutions conform to original specification
Test any errors identified
Arrange for customers for testing and approval

Assist with negotiation & compilation of Service Level Agreements
Obtain approval to continue
RANGE
New solutions
Test Plan
Test Cases
Test Reports/ Results
Plan For User Testing
Acceptance Test Plan
SLA
OUTPUT 5
Monitored Applications
SUB-OUTPUTS
Make sure application is monitored by the approved Telkom monitoring software
All possible variables is measured by the approved Telkom monitoring software
RANGE
Documentation/ Manuals
Foglight
OUTPUT 6
Maintained Documentation

SUB-OUTPUTS
Identify the need for a new document
Research information to satisfy the need
Create the document
Get approval for the document
File a signed or electronic copy of document
Revise the document as necessary
RANGE
Types of feasibility studies:
Package Evaluation
Standard for Feasibility Study Report
Request for Information

Core Competencies

FUNCTIONAL KNOWLEDGE
Operating Systems (e.g. UNIX, Linux, Microsoft Servers); Computer Software (e.g. Oracle Application, MS Window Servers, Internet Information Services, etc.); Databases (e.g. Oracle, MSSQL Server, etc.); Databases (e.g. Oracle)
FUNCTIONAL SKILLS
Database Scripting; OS Scripting, Analytical; Communicating; Organizing Techniques

Certifications

Education

Experience

Additional Information

Special Requirements:

• Must be prepared to work after hours, shifts and stand-by when required.

Special Requirements

Physical Requirements

Key Stakeholders