JOB PURPOSE
The API Channel Integration Support Analyst is responsible for providing technical support and troubleshooting assistance for API integrations that facilitate data exchange and communication across various channels and platforms within the organization. This role focuses on resolving API-related issues, ensuring system stability, and optimizing integration performance.
RESPONSIBILITIES
API Incident Management and Resolution
Monitor and respond to API-related incidents, service requests, and alerts in a timely manner
Investigate and troubleshoot API issues, identify root causes, and implement effective solutions to restore service availability
Escalate complex or unresolved issues to senior support staff or development teams for further investigation
Customer Channel Integration Support
Collaborate with business stakeholders to understand integration requirements and provide technical support for API-driven customer-facing channels
Assist in the configuration, testing, and deployment of API integrations to support business processes and enhance user experiences
Validate API functionality and data integrity across different platforms and environments
Documentation and Knowledge Management
Maintain accurate records of API configurations, incident logs, troubleshooting steps, and resolution outcomes
Create and update knowledge base articles, FAQs, and support documentation for common API issues and resolutions
Share knowledge and best practices with team members to improve support efficiency and effectiveness
Vendor and Partner Collaboration
Liaise with external vendors, service providers, and integration partners to troubleshoot and resolve API-related issues
Coordinate with third-party providers to implement API changes, updates, and patches as needed
Foster positive relationships with API providers and technology partners to facilitate effective support and collaboration
Continuous Improvement and Quality Assurance
Participate in ongoing initiatives to optimize API performance, reliability, and scalability
Conduct testing and validation of API integrations to ensure adherence to quality standards and specifications
Identify opportunities for process improvements and automation to enhance support operations
Self-Management & Leadership
Set an example through personal quality and productivity standards and ways of working with others
Demonstrate consistent application of internal procedures. Plan and priorities, demonstrating abilities to manage competing demands
Demonstrate abilities to anticipate and manage change. Demonstrate flexibility. in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs. Drive customer centricity
Proven leadership, organizational, and communication skills with the ability to influence and collaborate across functions
Excellent leadership, communication, and interpersonal skills with the ability to influence and collaborate across functions
Work Collaboratively
Provide technical guidance and mentorship to junior database analysts and team members
Build a culture of integrity, respect and understanding across the organisation
Recognise outcomes which resulted from effective collaboration between teams
Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organisation
Facilitate opportunities to engage and collaborate with external stakeholders (Retailers and POS Companies) to develop joint solutions
Demonstrate ability to work in teams
Demonstrate ability to communicate at all levels
BEHAVIOURAL COMPETENCIES
Customer Focus
Instills Trust
Cultivates Innovation
Collaborates
Situational Adaptability
Business Insight
Manages Complexity
Plans and Aligns
Balances Stakeholders
Ensures Accountability
Collaborates
Cultivates Innovation
Customer Focus
Instills Trust
Situational Adaptability
Tech Savvy
EDUCATION
Matric
Bachelor's degree in Information Technology, Computer Science, or a related field. Master's degree or relevant certifications (e.g., ITIL Expert, PMP) preferred
EXPERIENCE
1-3 years of experience in IT support, technical troubleshooting, or software development with exposure to API technologies
Proficiency in API concepts, protocols, and tools (e.g., RESTful APIs, Postman, Swagger)
Strong problem-solving skills and ability to diagnose and resolve technical issues in a fast-paced environment
Effective communication and collaboration skills with the ability to interact with stakeholders and technical teams
Familiarity with API management platforms (e.g., Apigee, MuleSoft, AWS API Gateway)
Experience with scripting languages (e.g., Python, JavaScript) for automation and troubleshooting tasks
Knowledge of cloud platforms (e.g., AWS, Azure, Google Cloud) and their integration capabilities
Basic understanding of web development technologies (e.g., HTML, CSS, JavaScript) and backend systems
Ability to adapt quickly to new technologies and learn on the job in a dynamic IT environment
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