Problem Identification and Resolution: Conduct root cause analysis for recurring issues to identify and implement solutions. Collaborate with other business units to address systematic problems and enhance overall system stability.
User support: Provide expert support to end-users for the client, addressing queries and issues related to system functionality.
Documentation and Knowledge Sharing: Maintain comprehensive documentation for system configurations, troubleshooting steps, and resolutions. Contribute to the creations of a knowledge base to facilitate efficient issue resolution and training of Service Desk team members.
Collaboration with Stakeholders: Work closely with Service Desk team members, clients, and other business unit members to understand business requirements and translate into technical and functional solutions. Service Desk System Analyst – Success Profile
Skills The following skills requirements were found to be relevant to this role:
- 1 -3 years’ experience within a Service Desk role or similar
- Requirements Gathering – elicitation of client system requirements for input to functional and/or technical requirements specifications.
- Solution Design – design of functional and/or technical system solutions that address client system requirements.
- Scoping – contribute to client deliverable scope analysis and definition within context of system requirements.
- System Configuration and/or Development – the ability to configure systems and/or develop system software in order to deliver functional and/or technical solutions to client system requirements.
- Planning – plan task execution and deliver accordingly.
- Documentation – documenting of all required aspects related to system analysis, including requirements, solutions and testing.
- Testing – definition, validation and documentation of functional and/or technical testing scope, test cases and test outcomes across all testing phases, including unit, functional/integration, regression and user acceptance testing.
- Solution Verification – quality control and verification of final solution adherence to functional and/or technical requirements specifications before final production delivery and implementation.
- System Training – training to client business users in the use and/or understanding of system functionality.
- Post Implementation Support – system maintenance and client assistance in the use and/or understanding of the implemented system solutions.
- Stakeholder Engagement – the ability to engage relevant stakeholders of a client deliverable for all functional and/or technical delivery aspects.
- Prioritisation – the ability to identify the object of highest importance and executing accordingly.
- Communication – the ability to convey relevant information in written and verbal form with the intent of creating clarity.
- Interpersonal Skills – the ability to interact with other people, individually and in groups through listening, effective speaking and the ability to control and manage emotions.
- Collaboration – being intentional about working together with others to achieve a common purpose, and the realisation that the collective result is superior to individual results
B.Sc. Financial Mathematics or B.Sc. Actuarial Science, or B.Sc. Computer Science or B.Eng. Electrical and/or Electronic Engineering or similar degrees.
Post-graduate degrees are advantageous.
Knowledge
Capital Markets subject matter, across asset classes, across business areas.
Capital Markets Software Systems.
Business Analysis fundamentals.
System Configuration and/or Development fundamentals
Between 3 - 5 Years
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