{"id":150,"date":"2010-05-02T14:33:45","date_gmt":"2010-05-02T13:33:45","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=150"},"modified":"2016-11-10T10:39:34","modified_gmt":"2016-11-10T08:39:34","slug":"accenture-south-africa-call-centre-3rd-tier-job","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/accenture-south-africa-call-centre-3rd-tier-job.html","title":{"rendered":"Accenture South Africa: Call Centre 3rd Tier Job"},"content":{"rendered":"<p><strong>Accenture South Africa <\/strong>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\u2019s most successful companies, Accenture South Africa recruits:<\/p>\n<p><strong>Call centre 3rd tier-00090088<\/strong><\/p>\n<p>Description<\/p>\n<p>If you join Accenture you can make great ideas happen for some of the world&#8217;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.<\/p>\n<p>Accenture&#8217;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.<\/p>\n<h5>Job Description<\/h5>\n<p>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.<\/p>\n<p><strong>Purpose of the Job:<\/strong><\/p>\n<p>\u00a8 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;<\/p>\n<p>\u00a8 Identify and apply workarounds to problems until permanent solutions are delivered;<\/p>\n<p>\u00a8 Assist and provide management information from Information System and related applications;<\/p>\n<p>\u00a8 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.<\/p>\n<p>Main Responsibilities\/Tasks:<\/p>\n<p>Problem Management<\/p>\n<p>\u00a8 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;<\/p>\n<p>\u00a8 Investigate and solve user issues forwarded by the call centre 2nd Tier support unit;<\/p>\n<p>\u00a8 Recreate errors on the system in order to provide the Application Maintenance team with specifics regarding the error;<\/p>\n<p>\u00a8 Develop practical workarounds that will enable the users to continue operating in the most effective manner possible;<\/p>\n<p>\u00a8 Communicate all specifics of workarounds and related issues with the users and call centre support teams;<\/p>\n<p>\u00a8 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;<\/p>\n<p>\u00a8 Provide specialist guidance to others relating to own area of expertise;<\/p>\n<p>\u00a8 Perform problem analysis and trend tracking;<\/p>\n<p>\u00a8 Provide feedback to the application management team and make recommendations for changes\/enhancements to the package based on problem solving investigations;<\/p>\n<p>\u00a8 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;<\/p>\n<p>\u00a8 Working according to the prescribed process and agreed schedule, monitor the system error log on a daily basis; and<\/p>\n<p>\u00a8 Adhere to the INFORMATION SYSTEM project standards and procedures at all times.<\/p>\n<p>Data Management<\/p>\n<p>\u00a8 Provide management information to the Vulindlela system;<\/p>\n<p>\u00a8 Provide detailed information to auditors as required;<\/p>\n<p>\u00a8 Monitor all code, data and processes surrounding the interfaces to ensure data integrity;<\/p>\n<p>\u00a8 Execute data fixes as and when required; and<\/p>\n<p>\u00a8 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.<\/p>\n<p>Interface Support<\/p>\n<p>\u00a8 Implement interfaces following the prescribed project procedures;<\/p>\n<p>\u00a8 Maintain and monitor interfaces according to prescribed project procedures;<\/p>\n<p>\u00a8 Assist with the development and maintenance of interface user manuals;<\/p>\n<p>\u00a8 Work with other members of the operational support and application maintenance teams to ensure operational validity and quality of interfaces;<\/p>\n<p>\u00a8 Work with users and application maintenance team to define program and system requirements for enhancement\/ development of interfaces;<\/p>\n<p>\u00a8 Identify methods of continuous improvement etc; and<\/p>\n<p>\u00a8 Provide knowledge transfer to 2nd Tier personnel on a continuous basis.<\/p>\n<p>Change Control<\/p>\n<p>\u00a8 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;<\/p>\n<p>\u00a8 Schedule and prioritise work requests with the client and other functional areas within the team;<\/p>\n<p>\u00a8 Update request logs according to progress and status;<\/p>\n<p>\u00a8 Receive change implementation requests from the application management team and verify that all necessary information is available;<\/p>\n<p>\u00a8 Administer the change using the standard INFORMATION SYSTEM project change management process;<\/p>\n<p>\u00a8 Schedule and monitor the change implementation, ensuring that project standards are adhered to;<\/p>\n<p>\u00a8 Ensure regular and accurate change control communication to all relevant parties;<\/p>\n<p>\u00a8 Report and escalate problems with change implementation;<br \/>\n&#8211; Monitor the change control process i.e. progress from logging to release and attend post mortem reviews for evaluation purposes; and<\/p>\n<p>\u00a8 Participate in periodic change management meetings with all operational and functional areas involved.<\/p>\n<p>General Administrative<\/p>\n<p>\u00a8 Work effectively as part of a team and seek to support the team&#8217;s goals;<\/p>\n<p>\u00a8 Provide weekly and monthly status and performance information to team Supervisor;<\/p>\n<p>\u00a8 Identify issues and bring them to the team Supervisor&#8217;s attention with sufficient lead time to avert crises; and<\/p>\n<p>\u00a8 Adhere to the INFORMATION SYSTEM project standards and procedures at all times.<\/p>\n<p>Other Features of the Job (e.g., location, traveling, shift hours, etc.):<\/p>\n<p>\u00a8 Professionalism<\/p>\n<p>\u00a8 Open plan office<\/p>\n<p>\u00a8 Overtime when required<\/p>\n<p>Qualifications<\/p>\n<p>Education, Qualifications, Experience Necessary:<\/p>\n<p>\u00a8 Matric and relevant diploma \/ degree;<\/p>\n<p>\u00a8 Minimum 3 &#8211; 6 years working experience;<\/p>\n<p>\u00a8 Experience in government Supply Chain Management systems and processes relating specifically to Asset Management, Inventory management or Procurement to Payment a distinct advantage.<\/p>\n<p><strong>Knowledge and Skills:<\/strong><\/p>\n<p>\u00a8 Working knowledge of government policy and procedures for Information Systemtics and Finance;<\/p>\n<p>\u00a8 Documentation delivery and interpretation skills;<\/p>\n<p>\u00a8 Analytical skills;<\/p>\n<p>\u00a8 Experience of mainframe environment;<\/p>\n<p>\u00a8 Change management skills;<\/p>\n<p>\u00a8 Good oral and written communication skills;<\/p>\n<p>\u00a8 Quality Management principles;<\/p>\n<p>\u00a8 A good understanding of the System Development Life Cycle;<\/p>\n<p>\u00a8 Innovative, dedicated and committed to achieving results;<\/p>\n<p>\u00a8 Self-motivated and able to adapt quickly;<\/p>\n<p>\u00a8 Ability to work under pressure and without close supervision.<\/p>\n<p>\u00a8 Probing, listening, problem solving, decision making and conflict management skills;<\/p>\n<p>\u00a8 Relationship building;<\/p>\n<p>\u00a8 Appropriate written communication skills with quality deliverables;<\/p>\n<p>\u00a8 Time Management and Project Reporting; and<\/p>\n<p>\u00a8 PC skills (MS Office Suite specifically a good working knowledge of Word, Excel, and PowerPoint, NetMeeting, Web Technology, etc);<\/p>\n<p>\u00a8 Previous programming experience would be an advantage;<\/p>\n<p>\u00a8 Recommended detail skills in the technical environment (i.e. products used by Application Maintenance) namely:<\/p>\n<p>\u00b7 XML<\/p>\n<p>\u00b7 T-SQL<\/p>\n<p>\u00b7 VBScript \/ Windows Script<\/p>\n<p>\u00b7 Predict<\/p>\n<p>\u00b7 Complete<\/p>\n<p>\u00b7 PAC<\/p>\n<p>\u00b7 Visual Basic<\/p>\n<p>\u00b7 Crystal Reports<\/p>\n<p>\u00b7 Word\/Excel Macros<\/p>\n<p>\u00b7 Access;<\/p>\n<p>\u00b7 Natural;<\/p>\n<p>\u00b7 Construct Adabas<\/p>\n<p>Professional Skill Requirements<br \/>\n\u2022 Proven ability to work independently and as a team member<br \/>\n\u2022 Ability to be flexible and work analytically in a problem-solving environment<br \/>\n\u2022 Excellent communication (written and oral) and interpersonal skills<br \/>\n\u2022 Strong supervisory, coaching and project management skills<br \/>\n\u2022 Must display professionalism and confidence<br \/>\n\u2022 Excellent customer service skills<br \/>\n\u2022 Proven global expertise and perspective; executive level presence and influence<br \/>\n\u2022 Strong organizational, multi-tasking, and time-management skills<br \/>\n\u2022 Excellent negotiation, influence, mediation and conflict management skills<br \/>\n\u2022 Excellent business acumen and industry acumen<\/p>\n<p>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&#8217;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.<\/p>\n<p>Job<br \/>\nIndustry Specific<\/p>\n<p>Primary Location<br \/>\nSouth Africa-Pretoria<\/p>\n<p>Organization<br \/>\nOutsourcing for Accenture Clients (Services)<\/p>\n<p>Schedule<br \/>\nFull-time<\/p>\n<p><a title=\"Jobs in South Africa by Joblist South Africa, careers in South Africa by Accenture\" href=\"http:\/\/accenture.jobs2web.com\/go\/Jobs-in-South-Africa\/2765\/\">Click here to Apply directly to Accenture South Africa<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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\u2019s&#8230;..<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[66],"tags":[396],"jetpack_publicize_connections":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Accenture South Africa: Call Centre 3rd Tier Job - Jobs in South Africa 2024<\/title>\n<meta name=\"description\" content=\"Accenture South Africa is a global management consulting, technology services and outsourcing company. 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