ACI Worldwide, the Universal Payments company, powers electronic payments and banking for more than 5,000 financial institutions, retailers, billers and processors around the world. ACI software processes $13 trillion in payments and securities transactions for more than 250 of the leading global retailers, and 21 of the world’s 25 largest banks. Through our comprehensive suite of software products and hosted services, we deliver a broad range of solutions for payment processing; card and merchant management; online banking; mobile, branch and voice banking; fraud detection; trade finance; and electronic bill presentment and payment.AutoReqId
11243BR

Job Title
ASSOC TECHNICAL SUPPORT ANALYST

Work Location:
South Africa - Cape Town

Job Description
Application support (1st and 2nd level – thus stops just short of writing code) of the Postilion suite of software products which are developed in-house:
• Detailed analysis of issues using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
• Revision of technical documentation and specifications as part of troubleshooting process
• T-SQL scripting to query and update database contents
• Reading / interpretation of Java code as part of investigation
• Remote connection to customer systems using WebEx and similar technologies
• Spotting of trends across regions and client base and feeding back observations and assessment into Postilion’s management team
• Working with international customers across time zones
Incident management and tracking using call tracking system:
• Ensure SLA with customers is maintained
• Regularly update call tracking system to give transparency to customers and Postilion management
• Participate in focused team meetings to discuss outstanding issues
• Working with international customers across time zones
Basic account management:
• Building and maintaining strong relationships with Postilion’s corporate customers
• Provide support via superior written and spoken skills
• Negotiate patch / solution specifics and release dates with customers
• Negotiate patch / solution specifics and release dates internally with development and project teams
• Write detailed reports for customers and Postilion management
• Participation in conference calls with customer’s technical and managerial staff
Basic project management: Involvement in project related activities including
• Studying customer requirements and business model
• Recommending Postilion solution / enhancement / configuration based on customer requirements and business model
• Compiling implementation and test plans for upgrades / go-lives
• Compiling Disaster Recovery and fallback plans for upgrades / go-lives
• Coordinating Postilion’s project action points
Implementation: All implementation phase activities including
• Installation and configuration of software
• Unit testing and systems integration testing

Minimum Qualifications
1 years+ relevant university or technikon qualification
relevant experience
South African Citizenship or Permanent Residency.

Highly Desired Qualifications
1 years+ relevant university or technikon qualification