Join Our Dynamic ESM Systems Team: 

Transforming Service Delivery & Driving Business Agility

 

About the team

We're a passionate team within TFG's Business Solutions IT department, dedicated to delivering world-class Enterprise Service Management (ESM) solutions. Our culture and people are our greatest strengths.

 

About ESM

ESM is a strategic approach to managing and delivering services across an organisation, aligning services with business objectives. We leverage ITIL frameworks and cutting-edge technology to streamline operations.

 

Our customers

We provide services and solutions throughout the TFG Organisation, including:

Internal Business-to-Business (B2B): IT, HR, Finance, Supply Chain, etc. Retail Services: Brand/Retail Operations, Customer & Loyalty, Customer Services, FS Credit, FS Bad Debt, Value-Added Services, and Compliance.

Our Solutions

We design, deliver, and optimise enterprise-class solutions, including:

Service Management Platform (Integrated with other systems) Access Management Incident Management Problem Management Change Management Request Fulfilment Service Catalogue Management Service Level Management Knowledge Management IT Operation Management Self-Service Portal Chatbots Service Reporting, Analytics, and Dashboards

 

Leveraging cutting-edge Tools & Technologies:

Industry-leading ITSM and ESM solutions: Ivanti Neurons and Freshservice (featuring modules, fields, business rules, workflow automation, orchestration, custom objects, scenario automation, APIs, sandboxing, escalation, and email management) Hybrid infrastructure: On-Premises and Cloud technologies Data management: Collaborating with our supplier or internal SQL team for expert database management Server administration: Partnering with our internal Windows team for seamless server management Intelligent process automation: Working closely with RPA UI Path BOT teams for efficient automation Integration expertise: Utilising Webhooks, API, Kafka, and collaborative teamwork for seamless integrations Secure access management: Collaborating with our SSO Azure B2B & B2C team for robust access technology

 

The Opportunity

We're seeking an Application Support Specialist to join our team. As a technical resource, you'll deliver and support innovative ESM solutions, collaborate with talented professionals, and contribute to business-critical initiatives.

 

Responsibilities

Analyse business and system requirements Build and implement ESM solutions (Changes) Manage ESM operations (Incidents and Service Requests) Ensure SLA adherence Conduct root cause analysis (Problem) Troubleshoot technical solutions Document and share knowledge with team members Produce reports

 

What We Offer

On the job training on our solutions, processes & framework Cutting-edge technologies and projects Dynamic, supportive work environment Opportunities for growth and development Collaborative team environment

 

Qualifications and Experience:

Technical passion for problem-solving, system integration, automation, and data analysis IT or computer science degree/diploma (or studying towards) Experience working in an IT Department (At least 3 years) Experience as an IT service management administrator (At least 2 years) Experience in IT service management with understanding of ITIL processes (Incident, Service Request, Problem, Change) Strong collaboration, communication, and customer-centricity skills and experience Documentation and reporting skills and experience

 

Nice-to-Have Certifications:

ITIL Foundations

Desirable Skills:

Service management tools/platforms (Ivanti, Freshservice, ServiceNow) ITSM/ESM frameworks (ITIL) Data analytics and visualization Scripting languages (JSON, HTML) Documentation (Process, Technical, Functional)

 

Behavioural Competencies:

To succeed in this role, you should demonstrate:

Customer-Centricity: Passion for delivering exceptional user experiences and driving customer satisfaction. Continuous Learning: Drive your learning journey with the team / stakeholders and your own learning by staying up to date with industry trends, best practices, and emerging technologies. Collaborative Mindset: Ability to work effectively with cross-functional teams, stakeholders, and vendors. Innovative Thinking: Willingness to explore new technologies, solutions, and processes to improve service delivery. Analytical Problem-Solving: Ability to analyse complex technical issues, identify root causes, and develop effective solutions. Adaptability: Flexibility to adapt to changing priorities, technologies, and business requirements. Effective Communication: Ability to articulate technical concepts to non-technical stakeholders and communicate effectively with diverse teams. Proactive Approach: Willingness to take initiative, identify areas for improvement, and propose solutions. Results-Driven: Focus on achieving business objectives, meeting SLAs, and delivering high-quality solutions. Resilience: Ability to handle pressure, prioritize tasks, and manage deadlines in a fast-paced environment.

 

Cultural Fit:

We're looking for individuals who:

Embody our values: Customer-Centricity, Innovation, Collaboration, Agility, and Excellence. Thrive in a dynamic, supportive team environment.

Are passionate about transforming service delivery and driving business agility.

 

Please ensure your Line Manager is aware and supports your application. 

Preference will be given, but not limited to candidates from designated groups in terms of the Employment Equity Act.

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