Purpose of the Position

• The Intermediate Technical Systems Analyst will provide high-quality application and systems support, analyze business and technical requests, and deliver effective second-line support. The role involves ensuring operational stability, resolving incidents, and driving continuous improvement of technical systems and processes.

Key Responsibilities

• Deliver operational and technical application and systems support to internal teams and business functions.
• Provide second-line support to NOC, Service Desk, Business Desk SA, and Business Desk MAH.
• Resolve incidents, problems, and requests within agreed SLAs, ensuring accurate and timely updates.
• Document and analyze system defects, create diagnostic tools, and maintain knowledge bases.
• Collaborate with Solution Delivery and Architecture teams on system planning, configuration, and deployment.
• Support business operations during critical incidents, deployments, and disaster recovery exercises.
• Generate and execute scripts to support daily operations.
• Produce SOPs to ensure consistency, stability, and reliability of systems.
• Proactively monitor and resolve system and data errors to minimize business impact.
• Engage with business stakeholders to identify opportunities for process and system improvements.
• Prepare reports to track solutions and business benefits.

Skills & Competencies

• Hands-on experience with some of the following: Oracle, SQL Server, Web Methods, Web Services, SOA, SharePoint, F5, ESB, SQL Server Integration/Reporting Services, and automation/scheduling tools.
• Strong understanding of integration concepts.
• Knowledge of Agile, SDLC, ITIL, COBIT, and cloud computing.
• Analytical, investigative, and structured problem-solving skills.
• Strong facilitation and communication skills with proficiency in English.
• Ability to work under pressure and manage multiple priorities.

Qualifications & Experience

• Relevant tertiary qualification in Information Technology or related field.
• 3–5 years’ experience in systems analysis, application support, or a similar technical role.
• Demonstrated experience in second-line technical support and system troubleshooting.