Accenture South Africa: Call Centre 3rd Tier Job

Posted on :

2 May, 2010

Category :

Logistics Jobs in South Africa

Accenture South Africa is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture South Africa recruits:

Call centre 3rd tier-00090088


If you join Accenture you can make great ideas happen for some of the world’s most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.

Accenture’s Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.

Job Description

Service Delivery professionals are responsible for providing service delivery across the breadth of offerings such as accounting, information technology, application development and maintenance, helpdesk services, procurement, learning and training, and human resources. The work that is performed by our delivery professionals may serve one or more clients concurrently and they may be located directly at a client site or within our global delivery network.

Purpose of the Job:

¨ Assist Departments in addressing day-to-day issues experienced by the Information System users by investigating problems and specifying programmatic and / or data corrections where required;

¨ Identify and apply workarounds to problems until permanent solutions are delivered;

¨ Assist and provide management information from Information System and related applications;

¨ Implementation, execution and maintenance of interfaces and interface information to and from Information System for existing departments; and Ensure integrity of data on Information System.

Main Responsibilities/Tasks:

Problem Management

¨ Keep up to date with different aspects of each new system and enhancement initiative, e.g. package functionality or module content specifically relating to area of speciality;

¨ Investigate and solve user issues forwarded by the call centre 2nd Tier support unit;

¨ Recreate errors on the system in order to provide the Application Maintenance team with specifics regarding the error;

¨ Develop practical workarounds that will enable the users to continue operating in the most effective manner possible;

¨ Communicate all specifics of workarounds and related issues with the users and call centre support teams;

¨ Document workarounds in the FAQ database and ensure users and call centre support teams have clear, easily accessible instructions on how to operate the workarounds;

¨ Provide specialist guidance to others relating to own area of expertise;

¨ Perform problem analysis and trend tracking;

¨ Provide feedback to the application management team and make recommendations for changes/enhancements to the package based on problem solving investigations;

¨ Monitor the month end processes on INFORMATION SYSTEM according to the team schedule, ensuring that all stores have executed successfully and take relevant action when problems occur;

¨ Working according to the prescribed process and agreed schedule, monitor the system error log on a daily basis; and

¨ Adhere to the INFORMATION SYSTEM project standards and procedures at all times.

Data Management

¨ Provide management information to the Vulindlela system;

¨ Provide detailed information to auditors as required;

¨ Monitor all code, data and processes surrounding the interfaces to ensure data integrity;

¨ Execute data fixes as and when required; and

¨ Investigate and assist with the development of monitoring tools in order to provide an early warning system that will maintain the integrity of information going to and from INFORMATION SYSTEM.

Interface Support

¨ Implement interfaces following the prescribed project procedures;

¨ Maintain and monitor interfaces according to prescribed project procedures;

¨ Assist with the development and maintenance of interface user manuals;

¨ Work with other members of the operational support and application maintenance teams to ensure operational validity and quality of interfaces;

¨ Work with users and application maintenance team to define program and system requirements for enhancement/ development of interfaces;

¨ Identify methods of continuous improvement etc; and

¨ Provide knowledge transfer to 2nd Tier personnel on a continuous basis.

Change Control

¨ Assist with the further development/enhancement, maintenance and implementation of change control processes to be used during substantial changes to the INFORMATION SYSTEM system and/or processes;

¨ Schedule and prioritise work requests with the client and other functional areas within the team;

¨ Update request logs according to progress and status;

¨ Receive change implementation requests from the application management team and verify that all necessary information is available;

¨ Administer the change using the standard INFORMATION SYSTEM project change management process;

¨ Schedule and monitor the change implementation, ensuring that project standards are adhered to;

¨ Ensure regular and accurate change control communication to all relevant parties;

¨ Report and escalate problems with change implementation;
– Monitor the change control process i.e. progress from logging to release and attend post mortem reviews for evaluation purposes; and

¨ Participate in periodic change management meetings with all operational and functional areas involved.

General Administrative

¨ Work effectively as part of a team and seek to support the team’s goals;

¨ Provide weekly and monthly status and performance information to team Supervisor;

¨ Identify issues and bring them to the team Supervisor’s attention with sufficient lead time to avert crises; and

¨ Adhere to the INFORMATION SYSTEM project standards and procedures at all times.

Other Features of the Job (e.g., location, traveling, shift hours, etc.):

¨ Professionalism

¨ Open plan office

¨ Overtime when required


Education, Qualifications, Experience Necessary:

¨ Matric and relevant diploma / degree;

¨ Minimum 3 – 6 years working experience;

¨ Experience in government Supply Chain Management systems and processes relating specifically to Asset Management, Inventory management or Procurement to Payment a distinct advantage.

Knowledge and Skills:

¨ Working knowledge of government policy and procedures for Information Systemtics and Finance;

¨ Documentation delivery and interpretation skills;

¨ Analytical skills;

¨ Experience of mainframe environment;

¨ Change management skills;

¨ Good oral and written communication skills;

¨ Quality Management principles;

¨ A good understanding of the System Development Life Cycle;

¨ Innovative, dedicated and committed to achieving results;

¨ Self-motivated and able to adapt quickly;

¨ Ability to work under pressure and without close supervision.

¨ Probing, listening, problem solving, decision making and conflict management skills;

¨ Relationship building;

¨ Appropriate written communication skills with quality deliverables;

¨ Time Management and Project Reporting; and

¨ PC skills (MS Office Suite specifically a good working knowledge of Word, Excel, and PowerPoint, NetMeeting, Web Technology, etc);

¨ Previous programming experience would be an advantage;

¨ Recommended detail skills in the technical environment (i.e. products used by Application Maintenance) namely:



· VBScript / Windows Script

· Predict

· Complete


· Visual Basic

· Crystal Reports

· Word/Excel Macros

· Access;

· Natural;

· Construct Adabas

Professional Skill Requirements
• Proven ability to work independently and as a team member
• Ability to be flexible and work analytically in a problem-solving environment
• Excellent communication (written and oral) and interpersonal skills
• Strong supervisory, coaching and project management skills
• Must display professionalism and confidence
• Excellent customer service skills
• Proven global expertise and perspective; executive level presence and influence
• Strong organizational, multi-tasking, and time-management skills
• Excellent negotiation, influence, mediation and conflict management skills
• Excellent business acumen and industry acumen

Our people are our most important asset and as such we are continuously expanding our capability programs to provide you with opportunities to build and extend your professional, technical/functional and management skills. Continuous learning takes place through a broad variety of opportunities and type of work. Access to the latest technological innovations and Accenture’s knowledge and expertise constitute a superb platform for your professional development. Your learning program will be determined by the requirements of your specific role but will usually involve specialized skills as well as personal and leadership development. You will work with your supervisor to determine what skills you need and how to build them.

Industry Specific

Primary Location
South Africa-Pretoria

Outsourcing for Accenture Clients (Services)


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