Ict Applications Support Specialist

To maintain the availability, reliability, and optimal performance of all NLC business applications through proactive system monitoring, effective incident management, and responsive user support.
The incumbent will manage application configurations, coordinate system updates and enhancements, and ensure compliance with ICT governance, quality assurance, and change management frameworks, including COBIT ****, ITIL, and ISO/IEC *****.
Remuneration will be aligned with the candidate's qualifications and relevant experience.
Minimum Qualifications
Bachelor's degree in Information Technology, Computer Science, or Software Engineering.
COBIT **** or ISO/IEC ***** certification (advantageous).
Vendor certifications such as Microsoft, Oracle, or relevant ERP platforms (preferred).
Required Experience
At least three (3) years' experience in application support or systems administration within a multi-application environment.
Demonstrated experience supporting enterprise platforms such as ERP, CRM, or custom-built business systems.
Hands‐on experience in application troubleshooting, configuration, and deployment.
Exposure to SQL databases, integration middleware, and reporting solutions.
Familiarity with change control and incident management systems (e.g., Jira, ServiceNow, or similar tools).
Key Responsibilities
Application Support & Maintenance
Monitor, diagnose, and resolve application incidents in a timely manner.
Coordinate patches, bug fixes, and system updates with vendors and development teams.
Maintain up‐to‐date application configurations and support documentation.
Implement approved system changes in line with ITIL and COBIT DSS04 practices.
Assist in deployment planning, regression testing, and post‐implementation reviews.
Minimise service interruptions during upgrades and releases.
Performance & Reliability Management
Monitor system performance and health metrics across business applications.
Optimise system resources to sustain application uptime of at least 99.1%.
Identify potential performance issues proactively and recommend preventative measures.
User Support & Training
Provide second‐line technical support to business users and super‐users.
Log, track, and resolve service requests within agreed service level agreements (SLAs).
Develop user documentation and conduct training sessions on new features and processes.
Governance, Compliance & Continuous Improvement
Ensure all application changes comply with PFMA, POPIA, and relevant ICT policies.
Support internal and external audits by supplying required documentation and reports.
Maintain adherence to NLC ICT Security, Data Governance, and Records Management frameworks.
Collaborate with ICT teams to enhance system integrations and automate processes.
Participate in root cause analysis and lessons‐learned reviews.
Contribute to the development and maintenance of standard operating procedures (SOPs).
Key Performance Indicators
Application uptime and performance maintained at ≥ 99.1%.
Incidents resolved within SLA timeframes.
Decrease in recurring and repeat incidents.
Compliance with ICT change and release management processes.
Positive user satisfaction and feedback ratings.
Accurate, current documentation of systems and support processes.
Strong understanding of application lifecycle management and ITIL service operations.
Proficiency in query development, data extraction, and troubleshooting using SQL, PowerShell, and/or Python.
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