Application Support Analyst at Sabi

Job Purpose

• As the App Support Analyst, you will provide efficient and effective application support services to ensure the smooth functioning of the organization's technology infrastructure and user satisfaction.
• This involves troubleshooting and resolving technical issues, providing timely responses to user inquiries, collaborating with cross-functional teams, implementing upgrades and enhancements, and ensuring system availability and stability.
• The goal is to minimize downtime and maximize productivity, while maintaining the highest levels of customer service and user experience. 

Job Responsibilities

• Ensure the uptime and continuous maintenance of all priority technology applications. 
• Managing the company's ticketing system in ensuring all tickets raised are attended to as fast as possible in compliance with our defined SLA. 
• Provision of support to all stakeholders and end-users at Sabi business locations 
• Troubleshooting issues escalated on the service desk. 
• Developing and enforcing request handling and escalation policies and procedures. 
• Participate and support in all deployments, ensuring they are successfully carried out and tested. 
• Participating and supporting all UAT in line with business requirements. 
• Creation of roles and access to stakeholders on applications managed by the team. 
• Identifying, recommending, developing, and implementing end-user training programs to increase computer literacy and self-sufficiency. 
• Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues. 
• Track and analyze trends in Help Desk requests and generate statistical reports. 
• Monitor incident trends and anticipate potential problems for proactive resolution. 
• Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts. 
• Ensure Service Level Agreements (SLAs) are established, and resolution are within timeframes.

Requirements

Special Skills and Qualifications

• Bachelor’s, HND, OND degree or equivalent in Computer Science, Computer engineering, Software engineering or a related field  
• 3-4 years’ experience as an Application Support personnel in a related field.  
• Strong analytical, logical thinking, and problem-solving skills  
• Proven experience and strengths in problem resolution, customer service/management, and support.  
• Excellent verbal and written communication skills.  
• Thorough understanding of business and technology process  
• Certifications and training in relevant areas (COBIT, ITIL, PMP, TOGAF, Agile Scrum, Jenkins, GitHub, Netlify etc.).  
• High-level understanding of the technology landscape (cloud on-prem and tools like Office-suite, Azure solutions).  
• Familiarity with programming languages, such as C++, Javascript, Python, and Ruby, etc. 

Candidate Specification

• Motivated by the mission of Sabi
• Pragmatic with quantitative and analytical ability and attention to detail
• Driven, independent thinker and leader who can juggle multiple projects simultaneously with fast-changing priorities
• High level of integrity and dependability with a strong sense of urgency.
• A focus on execution. Willing and able to get hands dirty.
• Flexibility to roll up your sleeves and attack problems and projects as they arise, where you will need to set out a clear structure, method and outcomes yourself .

Benefits

• Rapid Career Growth
• Annual Training Budget
• Robust Health Coverage, including
  • Optical Cover, and
  • Dental Cover
• Wellness Programs, including
  • Free Gym Cover
  • Free Spa Cover
• Competitive Pension Plan
• Opportunity to work in other global office.
• Life Cover
• Performance Bonus
• Paid Vacation Days
• Fully-funded Team Bonding Activities