Business Systems Support Analyst page is loaded Business Systems Support Analyst Apply locations South Africa - Johannesburg time type Full time posted on Posted 7 Days Ago job requisition id R4894 Business Systems Support Analyst We're your dream IT Team! The business systems support analyst is responsible to manage customer’s issues end to end through receiving an issue from the customer, making sense of it and either resolving it or escalating it up the chain to team/s that will provide a resolution while owning the issue until it is resolved. What you'll do Case troubleshooting and resolution and where needed work with other teams to get the issue resolved Escalate issues timeously Maintain detailed case history and documentation, ensuring comprehensive documentation and timely follow-up Work closely with Business and Function Support teams to aide in knowledge transfer, identification, and remediation of bugs Own the case end to end and continue to up the customer Document findings / requirements form the root cause analysis work Document processes and procedures Ability to present information to stakeholders Ability to present information in a coherent manner Identify recurring issue or wide impacting issues Perform problem analysis – identify reoccurring issue, collate requirement, process reengineering. Document findings and work with relevant stakeholders to determine remediation Work with Senior members of the team to declare a service impacting event. Document new processes and update KB articles What you'll bring IT / Relevant Science/business tertiary qualification Experience in Business / System analysis Analysis knowledge of enterprise system i.e. Sales Force, SAP, Oracle, etc Experience in Customer Service Exposure as an end user to a support systems, i.e. Remedy, Zendesk, etc. Trends and patterns identification and execution thereafter. Microsoft Office Suite Experience working within all aspects of the Software Development Life Cycle (SDLC). Knowledge of BPMN (Business process modelling notation), OOD (Object oriented design), UIX (User interface design), CJM (Customer journey mapping) - Enterprise Architecture. Excellent communication, both written and verbal Excellent relationship management and collaboration skills Good planning and time management skills What we bring We are Mimecasters. And we are alive with purpose. We do what we need to protect the world of business from getting important (and potentially compromising) data stolen. We never leave anyone behind. We deliver quickly – and outstandingly. We’re big on honesty because it makes us better. We’re empowered by our mission. And if cybercriminals have a good day, we work twice as hard to make the rest of their days a nightmare. That’s The Mimecast Way. DEI Statement Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course. We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups. We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application. Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law. About Us We save companies the embarrassment of awkward data slip ups by disrupting cybercriminal activity. We think fast, go big and always demand more. We work hard, deliver – and repeat. We grow with meaningful determination. And put success well within our reach. We empower each other, live by our values, and always deliver on our purpose. We push each other to be better and expect to be pushed back. This is a community of respect. Where everyone is counted. This is The Mimecast Way. We are Mimecasters. And we are alive with purpose. #J-18808-Ljbffr