Navis Support Specialist - Transnet

Position Purpose:

• Transnet SOC operates 9 of its Transnet Port Terminals (TPT) marine terminals and 9 of its Transnet Freight Rail (TFR) inland terminals using Navis N4 as its Terminal Operating System (TOS). End users of the TOS include internal employees and external customers from all over South Africa. The TOS is used in a 24/7 environment for planning and operational execution.
• The TOS team is based at TPT’s Head Office in Durban and reports to the Service Delivery Manager: Navis.
• The support scope includes Navis N4, SPARCS, and EDI. The primary responsibility of the Navis Support Specialist is to provide expert first- and second-line support to all internal ICT support personnel as well as internal and external end users.
• This role includes all tasks related to TOS user access management.
• The position's goal is to ensure that all end-user TOS related incidents are resolved as soon as possible in order to minimize downtime. It also strives to ensure that all service requests are handled efficiently. A critical aspect of the role is ensuring that the TOS is always operational.

Position outputs:

Administration

• Ensure that all support-related tasks, such as incidents, service requests, and change requests, are recorded and managed through the service/help desk.
• Ensure that all TOS-related policies and procedures are followed, and that all administrative tasks are completed in accordance with related policies and procedures.
• Update support documentation on a regular basis to ensure it is current and up to date.
• Create and update a knowledge base for support staff and end users.

Support

• Participation in the entire life cycle of support issues, including call logging, preliminary investigation, recreation, testing, and liaison with stakeholders regarding fix delivery.
• Solve problems and troubleshoot errors.
• Test the process that has been reported as failing to function properly.
• Reproduce the reported issue.
• When necessary, raise a case with the software vendor.
• Follow up on case progress on a regular basis.
• Provide end-user feedback on questions.
• Give end users a workaround for processes that don't work as expected.
• Provide advice and assistance in implementing workarounds and configuration changes to resolve system issues.
• Perform performance management tasks in accordance with the related procedure.
• Monitor the servers where the TOS is installed.
• Assist with and ensure the smooth transition of solutions from the implementation/optimization team to the support team.
• Implement system changes as needed in accordance with the change management procedure.
• Create end-user-friendly documentation that adheres to standard operating procedures (SOP) and best practices.
• Ensure that all pertinent documentation is kept up to date.
• Manage and maintain TOS-related content on the company website.

Maintenance

• In accordance with the relevant policy and procedures, perform server operating system updates on a timely basis.
• Perform timely application service restarts in accordance with the relevant policies and procedures.

Governance

• Where necessary, initiate and facilitate the change request procedure.
• Ensure that all records are stored in accordance with the applicable policy.
• Understand and strictly follow the approved Navis TOS Standard Operating Procedure, Navis Disaster Recovery Plan, and related policies and/or procedures.

Innovation

• Investigate new ways to improve the support function on a regular basis.
• Keep an eye out for “trending” business, operational, or customer issues.
• Suggest and implement solutions that will reduce or eliminate these occurrences.
• Maintain a customer-first mindset that is always looking for ways to improve the customer experience.

Qualifications & Experience:

• Formal qualification with experience
• Minimum National Diploma in Information Technology/Systems or related (NQF 6).
• Minimum 3 years’ experience in support/development/analysis of a terminal operating system or enterprise information system.

Added value (Advantageous)

• A+
• N+
• ICT support experience
• MSCE / MCSA
• ITIL
• COBIT
• Java

Competencies:

• Enterprise Information Systems / Terminal Operating System
• ICT Support / Troubleshooting and analysis
• Tasks related to the ICT service delivery framework
• Understand and work with Information Technologies
• Customer service
• ICT service/help desk experience
• Knowledge management
• Tasks related to ICT governance framework
• Communication
• Terminal operations