Support Analyst – Business Intelligence

Over view:

We are looking for an enthusiastic, proactive & driven individual to join the Retail IT Business Intelligence Domain as a Support Analyst. The role will enable the individual to gain cross system knowledge specifically as it relates to the Retail IT applications.


  • Data analysis and SQL skills and experience.
  • Experience working in Retail Investment Management is advantageous
  • Fundamental analytical and conceptual thinking skills.
  • Excellent documentation & communication skills.
  • Competency in Microsoft applications including Word, Excel, and Outlook.
  • Excellent planning, organizational, and time management skills.
  • Detailed oriented and self-motivated




  • First line support for the team with regards to queries from the business (internal and external queries).
  • Field day-to-day questions from business and IT teams related to the applications managed by the team.
  • Write SQL to facilitate data extract requests received from stakeholders.
  • Strong communication skills are required including the ability to collaborate well across teams and within a team environment.
  • Provide continuous and timeous feedback to users on the progress of queries and incident requests.
  • Analyse incident requests and share findings with the team in an effort to reduce queries over time.

Monthly extracts 

  • Generate monthly extracts timeously.
  • Update the SQL for the monthly extracts as required.
  • Maintain the SQL repository and ensure that the process is documented in Collab.
  • Work with the team to ensure that the extracts are automated.

Defect management 

  • If a query is a production defect, assist with the analysis, documentation and prioritization of the defect.

Ensure Business Continuity

  • Monitor the data warehouse for integration failures.
  • Work with business and Retail IT stakeholders to ensure that integration failures are resolved.
  • Analyse failures and assist with the prioritization of the resolution.

Continuous improvement

  • Proactively identify improvements that can be made in the support space and work with the Product Owner to raise concerns and suggestions.


  • Manage and maintain the team Collab pages as relates to Support.

Time management 

·         Keep track of deadlines and self-manage to align with deadlines

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