Principal Consultant
HybridJohannesburg, Gauteng, South Africa
Job Summary
Manage application incidents and problems by investigating root causes, diagnosing symptoms, and implementing solutions or workarounds to ensure timely resolution within agreed service levels. Prioritize and progress assigned support cases to minimize ageing backlogs while maintaining accurate records in the ITSM system. Troubleshoot Klipboard application software and databases to optimize system performance, escalating complex issues to senior team members as required. Collaborate with cross-functional departments to deliver professional customer support, manage complaints, and contribute to knowledge articles and continuous improvement initiatives. Participate in out-of-hours and 24x7 support rota activities as needed.
Required Qualifications
- Extensive experience in a customer-focused role within a service-oriented environment
- A Computer Science degree, a degree with a significant computing element, or an equivalent qualification
- Good working knowledge of a structured programming language, preferably KCML
- A working understanding of databases and how application data is structured and queried
- An understanding of ITIL frameworks and service management practice
- Demonstrable incident investigation and problem-solving capability, including identifying root causes and designing practical workarounds
- Accurate and disciplined use of an ITSM system to record, progress and update incidents
- Clear written and verbal communication, with the ability to keep customers informed and handle complaints and escalations professionally
- Experience working to formal service level agreements within a shift-based or 24x7 support model
Desired Qualifications
- Knowledge of Klipboard application software
- ITIL Foundation certification or an equivalent service management qualification
- Experience supporting ERP or business management software across a multi-customer estate
- Experience creating and maintaining knowledge articles for internal and external audiences
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