Job Opportunity: Functional Systems Support Analyst

Role Information

Category

Details

Job Title

Functional Systems Support Analyst

Number of Positions

1

Location

Head Office - Centurion

Reporting Line

National Business Enablement Manager

Proposed Start Date

1 October 2026

Main Purpose of Position

The Functional Systems Support Analyst serves as the primary bridge between end-users, executive leadership, and the technical development team. The role involves providing day-to-day guidance, analyzing data inconsistencies, and translating system data into actionable reports for Directors. Additionally, the incumbent will diagnose and escalate system issues while providing high-quality documentation for internal action.

Key Performance Areas

• User Support & Liaison:
• • Serve as the first point of contact for all end-user system inquiries and troubleshooting.
    • Advocate for the end-user by identifying common 'pain points' and suggesting improvements to the development team.
    • Identify whether an issue is a 'User Error' (to be coached) or a 'System Bug' (to be escalated).
• Data Integrity & Rectification:
• • Regularly audit system data to identify inaccuracies, failures in processes, and incomplete tasks/actions.
    • Collaborate directly with senior branch management and end-users to rectify data entry errors and ensure the database remains a 'single source of truth.'
    • Develop and maintain data-entry best practices to prevent future errors.
• Analysis & Executive Reporting:
• • Extract data from the system to create weekly, monthly, and ad-hoc reports for Directors.
    • Provide context to the numbers, explaining the 'why' behind data trends based on user feedback.
    • Build and maintain data dashboards (e.g., Excel) to track key performance indicators.
• Escalation & Coordination:
• • Document technical system failures with clear 'steps to reproduce' and escalate to internal teams.
    • Track the progress of escalated tickets and communicate timelines back to the affected users.
• Health and Safety:
• • Participate in the design/development/review/implementation and monitoring of the branch/region/national safety plans.
    • Comply with and distribute safety policies and procedures at the workplace.
    • Report all safety incidents, attend safety education and refresher programmes, and follow-up on assigned activities.

Minimum Requirements

Qualifications

• Grade 12.
• Bachelors Degree in Computer Science, Information Technology, Management Information Systems (MIS), or a related field; OR
• A 3-year National Diploma or NQF Level 6 ICT qualification.

Experience

• 2 to 4 years of hands-on experience in application support, helpdesk environments, or database systems.
• A thorough understanding of the Software Development Life Cycle (SDLC) and business process mapping.
• Experience in analyzing system data and compiling reports.
• Domain expertise in specialized fields such as finance, banking, or aviation is advantageous.

Skills and Attributes

• Communication: Ability to explain technical concepts to non-technical users and business needs to internal stakeholders.
• Analytical Thinking: Strong ability to spot patterns in data and identify the root cause of errors.
• Technical Literacy: Proficiency in using tools like Excel (VLOOKUPs, Pivot Tables) to analyze data and compile reports.
• Problem Solving: A proactive "helper" mentality with a focus on data accuracy and process improvement.