Our organisation is seeking to appoint an experienced and solutions-driven Senior Software Associate to join the IT and Systems Support team based at the Isando Head Office.

The successful candidate will be responsible for supporting, maintaining, troubleshooting, and improving business-critical ERP and software systems, while ensuring system integrity, user support, process optimisation, and effective communication with internal stakeholders and external service providers.

Requirements:

• Diploma / Certificate in Information Technology, System Support, or similar
• Minimum 5 years’ experience supporting and maintaining production computer systems in a customer-facing support environment
• Experience with database systems, reporting tools, and query tools
• Experience supporting ERP systems such as SAP and Evolve
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Effective time management and prioritisation ability
• Strong relationship-building capability
• Desire to learn and grow within the organisation
• Strong team player

Responsibilities:

System Support and Maintenance

• Assist with ongoing maintenance of existing software products
• Participate in the development and enhancement of ERP system products and solutions
• Support and maintain systems including SAP and Evolve
• Provide application support to internal users and external customers
• Investigate and analyse system issues and implement corrective actions
• Ensure all critical systems and services are monitored effectively
• Carry out scheduled system maintenance tasks

Helpdesk and Incident Management

• Log and manage support calls
• Assign priority levels to calls (low, medium, urgent, high, critical)
• Update support systems in real time
• Analyse recurring incidents and provide long-term solutions
• Escalate and report recurring problems during weekly meetings
• Maintain and update the knowledge base system
• Contribute quality problem-resolution articles to the Help Desk knowledge base

Business Support and Process Improvement

• Work closely with stakeholders to improve business processes and system functionality
• Provide system consultancy for divisional and cross-divisional projects
• Support pre- and post-system implementation activities
• Recommend continuous improvements to systems and support processes
• Maintain data quality and integrity within systems

Documentation and Communication

• Document technical processes and system functionality
• Provide clear, professional communication to colleagues, customers, and suppliers
• Manage supplier relationships and support processes
• Provide proactive support to staff and customers

Only shortlisted candidates will be contacted. If you do not receive feedback within two weeks of applying, please consider your application unsuccessful.