Business Systems Support analyst Job Description
Key Responsibilities
The business systems support analyst is responsible to manage customer’s issues end to end through receiving and issue from the customer, making sense of it and either resolving it or escalation up the chain to team/s that will provide a resolution while owning the issue until resolve.
Providing support and stakeholder engagement
- 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
- Documen 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
Work Experience and Qualification
- IT / Relevant Science/business tertiary qualification
- Minimum of 2 years Business / System analysis experience
- 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, zendeks, etc.
- Trends and patterns identication 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
Critical skills of the role
- Analysis
- Problem solving
- Customer Service
- Communication
- Relationship Management
- Self Management
- Decision making
- Planning, co-ordinating and directing
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.
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What We Do
Relentless protection. Resilient world. Mimecast (NASDAQ: MIME) was born in 2003 with a focus on delivering relentless protection. Each day, we take on cyber disruption for our tens of thousands of customers around the globe; always putting them first, and never giving up on tackling their biggest security challenges together. We are the company that built an intentional and scalable design ideology that solves the number one cyberattack vector – email. We continuously invest to thoughtfully integrate brand protection, security awareness training, web security, compliance and other essential capabilities. Mimecast is here to help protect large and small organizations from malicious activity, human error and technology failure; and to lead the movement toward building a more resilient world. Learn more about us at www.mimecast.com.
