About the position
Ticket Management: Proactively monitor and respond to tickets logged through the Service Desk platform, ensuring timely resolution and minimal impact on business operations. Analyse and prioritise tickets based on urgency.
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
Minimum Requirements:
Qualifications The following educational requirements were found to be relevant to this role:
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
Desired Skills:
- Systems
- Capital Markets
- Analysis
