Senior Support Analyst

The Role

An experienced Support Analyst responsible for incident and request management with a swift turnaround on production systems for the Transfer Agency Business Support team (TABS). This person will also be required to collect, process, and analyse data for a variety of business concerns.

Skills and Experience

Competencies

• Formal SQL training
• Knowledge of ITIL and SDLC
• In-depth knowledge of specific systems worked on: LOB, Sapphire, Collapsed API, Fiscus
• Experience working in DevOps teams advantageous.
• Analytically inclined and solution driven.
• Building and maintaining good relationships with all other divisions within FNZ, suppliers, and clients
• Effective business and solutions analysis.
• Creative problem solving and solution thinking.
• Ability to document training content and facilitate training for end users.
• Ensure daily log management process and policies are followed.
• Follow good data practices.
• Assist in the mapping of data between systems.
• Assist in analysing data and providing trend reports.
• Using tools and techniques to visualise data in easy-to-understand formats, such as diagrams and graphs.
• Monitoring data quality and removing corrupt data.
• Ensure compliance with FNZ's data privacy policy.
• Manage documentation related to data quality (standards, definitions, guidelines etc)
• Keen understanding of data terminology and principles.
• Able to present and communicate concepts and ideas clearly to an audience.
• Driving a Data-Driven approach to decisions.
• Provide input to data quality deliverables, conduct root cause analysis into anomalies & provide feedback to data governance facilitator.

Experience:

• Knowledge of the financial industry minimum 2 years.
• Experience in second-line support role (Minimum 3 Years)
• Experience in technical analysis including testing (Minimum 5 Years)
• Experience with software implementation projects preferred.
• Experience with working in project teams preferred.
• Knowledge of Data Quality.
• Excellent digital literacy.

Qualifications:

• Minimum Matric.
• Technical Degree or Diploma (in related industry) advantageous.
• Formal testing training advantageous.
• DevOps / ITIL fundamentals advantageous.
• Formal technical analysis training advantageous.
• Understanding of Data Stewardship advantageous.
• Relevant data certifications advantageous.

Key Accountabilities

• Provide System Support for FNZ SA legacy Line of Business systems.
• Prepare data fix scripts.
• Perform root cause analysis and provide possible solutions.
• Technical Log/Requirement Analysis & Documentation.
• Managing resolution until completion.
• Perform testing (Performance, Regression, Functional, Integration, UAT etc).
• Contributing to design for internal controls with the relevant technical teams.
• Contribute to Knowledge Base.
• Identify and raise IT Risks, completion of Risk Events and identification of mitigating controls.
• Provide robust and continuous communication to clients, service providers and internal stakeholders and partners.
• Provide training content and facilitate training for users of technical solutions.
• Change Management for releases/implementations.
• Assist with learning and development and training/knowledge transfer including training and knowledge base updates.
• Review scripts.
• Provide afterhours standby support.
• DR Testing.
• Maintenance weekend testing.
• Continuously improve your knowledge by growing and developing yourself.

Personality and Attributes

• Commitment to excellence and delivery to customers.
• Ability to quickly grasp new requirements and concepts.
• Methodical, attention to detail and accuracy, with a strong work ethic and a focus on quality.
• Lateral and critical thinker with the ability to solve problems.
• Positive attitude.
• Ability to be flexible and work in a stressful environment.
• Must be calm, composed, and work well under pressure.
• Strong communication skills.
• Excellent interpersonal skills.
• Self-motivated.
• Ability to work standby.
• Self-starter with initiative.
• Ability to prioritize efficiently.
• Ability to work longer hours on occasion.
• Ability to guide and mentor others.
• Comfortable working in a hybrid between home and office and being managed by outcomes.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.