Job Title: BIT User Support SpecialistPurposeThis role will be responsible for partnering with the various departments in the company, thus enabling support between business and IT in their efforts to successfully maintain the BIT systems and related applications. This role will provide BIT user support on all various BIT platform modules (i.e. claims, finance, membership, manage health care etc.), respond to queries, and resolve and escalate issues. Support trainers in developing training material. Provide regular information and feedback regarding process and business changes. Responsible for management reporting that can be used for improving business systems and processes and collaborating with 2Cana to resolve issues. This role will require the employee to work independently with minimal supervision to meet performance metrics.Duties & ResponsibilitiesApplication support (ASUP) - Delivering management, technical and administrative services to support and maintain live applications.Problem management (PBMG) - Managing the life cycle of all problems that have occurred or could occur in delivering a service.Testing (TEST) Third party for BIT - Investigating products, systems and services to assess behaviour and whether this meets specified or unspecified requirements and characteristics.Learning design and development (TMCR) - Designing and developing resources to transfer knowledge, develop skills and change behaviours.Business Intelligence (BINT) - Developing, producing and delivering regular and one-off management information to provide insights and aid decision-making.IT SLA's overall per Annum - Technical Team SLA Performance over the period of evaluation.BIT performance, Uptime and Recovery.BIT Tickets SLA.IT Service Level Performance Review – Internal IT Department Tickets.Disaster Recovery (DR).IT Service Delivery Survey.IT Climate index - The overall index of the IT Climate survey that will be submitted bi-annually by executive management.Desired Experience & QualificationA minimum of 5 years' experience in IT auditing or ICT governance, risk, and compliance.Grade 12.Diploma in IT or related.Package & RemunerationR Negotiable
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