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Support Analyst

Vacancy Details

Reference No.



A prestigious financial and services organisation is currently seeking an individual to assume the role of Support Analyst. The successful incumbent will be responsible for liaising with the related front-office and technology groups in managing the internal or external client user experience on our electronic trading platforms starting from on-boarding and provide first line support for clients.


  • Create a repository of issues impacting operations.
  • Assist the team to identify and prioritise work items.
  • Determine corrective action to reduce errors and improve the quality of the system and services provided to the organisation.
  • Evaluate emerging defects and recommend solutions.
  • Prioritise and diagnose incidents within the relevant areas according to agreed procedures.
  • Investigate causes of incidents and seek resolutions by applying operational knowledge and learnings.
  • Escalate unresolved or complex incidents to the appropriate level.
  • Communicate operational incidents to the relevant parties, like risk in a timely manner.
  • Document and close resolved incidents according to the agreed procedures and tools.
  • Communicate the resolution actions and outcomes to the relevant business stakeholders.
  • Collect and communicate user requirements around better system processes and improvements.
  • Compile user training material and business readiness assessments.
  • Assist with training users on Electronic Trading platforms.
  • Maintain disaster recover documentation.
  • Design relevant test scripts or test cases to best determine system readiness and usability.


  • Relevant Diploma or Degree.
  • Relevant experience in a same or similar context 
  • Knowledge of the development lifecycle is important. 
  • Must have Database and SQL experience.
  • Knowledge and experience of Quality assurance techniques and tools.
  • Linux or Unix, Devops, Automated web testing experience would be an added advantage.
  • Knowledge of Financial markets or banking would be beneficial.

Kindly note, if you have not heard from us within two weeks of your application please consider it unsuccessful.

Position Type


Work Level



Market Related


Banking/Finance And Investment

Salary Type



Cost To Company

Affirmative Action


Geographic Location

Gauteng - JHB North