Functional / Technical Skills:

• Good understanding of the systems architecture and our standards
• Good understanding of systems analysis and design
• Good knowledge of our solutions
• Good Understanding of the client’s business culture and the key individual contacts
• Good understanding of the client’s business processes
• Knowledge of the third-party service providers to the client
• Good knowledge of software development methodologies
• Knowledge of project management techniques, methods, processes and practices
• Understanding of strategy planning
• Understanding of change management
• Understanding of quality management (including testing)
• Understanding of business process re-engineering
• Good knowledge of business analysis methodologies
• Understanding of basic people management principles
• Understanding our administration requirements
• Good documentation skills
• Knowledge how to conduct workshops and training sessions


Typical Activities:

3.1 Diagnostic

• Delivers appropriate business solutions for the client
• Maintains ongoing close contact with client
• Builds a good relationship with client
• Ensures that document repository is up to date and maintains versioning of documents
• Investigates complex business system problems that cannot be resolved by helpdesk
• Process Mapping
• Ensures that all parties involved in the development, have a clear understanding of the client’s requirement and objective
• Investigates queries that cannot be resolved by helpdesk support
• Acts as a liaison between the client and the development staff
• Keeps in regular touch with client, staff, colleagues and management
• Ensures that all parties are kept informed on all issues that affect them
• Ensures that all parties affected, understand the requirements of the business systems specifications
• Initiates communication to the team, the client and to other managers and teams
• May assist in testing of application components to ensure that applications programs are developed in accordance to business system requirements specifications
• Creates functional testing and training documentation
• Assists with the growth and development of concerned parties to gain better understanding and knowledge of the system
• Shares work related knowledge and experience
• Ensures that all administration requirements are met and are up to date
• Prepares and conducts business process analysis
• Document and present analysis and modeling results
3.2 Analysis

• Assists in the formulation of system scope and objectives
• Obtains an understanding of the client’s current business processes, systems and product
• Obtains an understanding of the client’s real needs
• Considers business implications of the application to the current and future business environment
• Analyses, develops, documents and maintains business requirements specifications
• Identifies, documents and implements change management for business system problems / bugs
• Ensures that there are reliable specs
Outputs to be delivered:

• Analyses business and client’s needs, documents requirements and translates them into proper business system specifications
• Assists with ensuring client satisfaction
• Ensures effective communication during analysis
• Leads teams in large / small projects, studies and implementations
• Promotes and directs process improvement activities and training of peers and clients
• Maintains accurate administration

Tasks & outputs delivered:

Drawing up Functional Design specifications
Drawing up of BRS documents using joint application design sessions and brainstorming techniques, BRS is signed off, quoted on for development and scheduled for a release version.
Deployment of software releases to the live environment.
Testing of software releases before releasing to live environment and escalating all bugs and system enhancements via bug reports and BRS to the developers for development on sub release versions done as required.
Liaison between business and development. Communication to key stakeholders on system release dates, impacts to business and users.
Handling escalated queries and supporting administration.
Second- and third-line calls are escalated, second line calls are resolved and third line calls analysed and handed over to the developers for coding.
Reporting and automation of reporting to the business.
Monitoring of the environment
Training of support desk staff, which provides systems support, on technical queries and difficult users.
Administering and keeping reporting data up to date and supporting the reporting staff
Administering and monitoring the production environment ensuring uptime