Senior Systems Support Officer
Listing reference: manco_000637
Listing status: Online
Apply by: 5 January 2025
Position summary
Industry: Education & Training
Job category: IT and Telecommunications
Location: Kwazulu Natal
Contract: Fixed Term Contract
EE position: Yes
Introduction
MANCOSA, a DHET-registered and CHE-accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available.
SENIOR SYSTEMS SUPPORT OFFICER
CORE PURPOSE
MANCOSA is seeking a skilled and proactive Senior Systems Support Officer to join our team. This role requires an experienced professional with a strong background in supporting and managing Software-as-a-Service (SaaS) solutions. The ideal candidate will demonstrate technical expertise, problem-solving capabilities, and a commitment to delivering excellent system support to meet organisational needs. We invite candidates with a passion for technology and a proven track record in SaaS support to apply and join our dynamic and innovative team.
Job description
CORE FUNCTIONS
- System Support and Maintenance: Provide high-level technical support for SaaS applications, including monitoring system performance, resolving issues, and ensuring system availability and reliability.
- Incident and Problem Management: Diagnose, troubleshoot, and resolve complex system issues while ensuring minimal disruption to users and business operations.
- User Support: Serve as an escalation point for advanced user inquiries and provide guidance, training, and resources to end-users to maximize system efficiency.
- Vendor Liaison: Collaborate with SaaS vendors to address service requests, system upgrades, and customizations.
- System Configuration: Manage and configure SaaS platforms to align with organisational requirements, including permissions, integrations, and workflows.
- Data Integrity and Security: Ensure data accuracy and security by implementing and monitoring compliance with relevant policies, procedures, and best practices.
- System Enhancements: Proactively identify opportunities for process improvement and assist in implementing new features or upgrades to optimise SaaS performance.
- Documentation and Reporting: Maintain detailed documentation of system configurations, processes, and support activities; generate regular reports on system usage and performance.
SKILLS AND COMPETENCIES
- Certifications in relevant SaaS platforms (e.g., HubSpot, Microsoft 365, ServiceNow).
- Experience with APIs, scripting, or system integrations.
- Background in supporting enterprise-level SaaS implementations.
- Proven experience in a systems support or administrator role, with a focus on SaaS solutions.
- Strong understanding of cloud-based software platforms and integration methodologies.
- Proficiency in troubleshooting technical issues and working with vendors to resolve escalated incidents.
- Knowledge of security and compliance standards related to SaaS applications.
- Familiarity with ITIL practices for incident, problem, and change management.
- Excellent communication skills and the ability to explain technical concepts to non-technical stakeholders.
- Experience with tools such as ticketing systems, monitoring dashboards, and user management platforms.
Minimum requirements
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
Additional Requirements:
· Strong analytical and problem-solving skills.
· Ability to work independently and as part of a team.
· High attention to detail and commitment to delivering quality outcomes.
· Proactive approach to learning new technologies and staying updated on SaaS trends.
