The IMS 1st-line Support and Tester role provides first-line technical support, participates in software testing and documentation, and contributes to the ongoing development and maintenance of the organisation’s Information Management Systems (IMS). This includes MyGateway, Syspro-integrated systems, Qlik, Power BI, PowerPivot, Power Automate workflows, SharePoint solutions, and PDF-based digital forms.
The role bridges user support, software testing, and light development activities — ensuring that changes, enhancements, and user requests are handled efficiently, tested thoroughly, and documented consistently. It offers a strong foundation for future growth in software development, quality assurance, or business analysis roles within the MyGateway and Business Excellence teams.
Key ResponsibilitiesApplication Support
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Serve as the first point of contact for IMS-related queries, troubleshooting user issues and logging them accurately.
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Manage and triage support tickets (e.g., Spiceworks, Trello), ensuring timely resolution and escalation where required.
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Perform basic configuration, data corrections, software, and system updates under supervision.
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Identify recurring issues and feed insights into MyGateway, QA and BI teams for process or system improvements.
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Maintain a customer-focused, service-oriented mindset in all interactions.
Software Testing
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Execute structured test plans for new features, bug fixes, and enhancements.
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Development of integration tests for automated regression testing.
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Perform regression testing prior to deployment to ensure system stability.
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Document test results clearly and ensure they are stored according to QA protocols.
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Collaborate with the QA Analyst and Developers to validate fixes, confirm requirements, and report any defects or inconsistencies.
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Participate in feature demos and ensure business-facing test cases reflect user needs.
Documentation & Knowledge Management
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Contribute to maintaining a user-friendly, well-structured knowledge base, including SOPs, FAQs, and how-to guides.
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Ensure that documentation is updated following system changes or releases.
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Collaborate with the MyGateway, QA and Training teams to prepare material for business handover and training.
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Maintain traceability of configuration and testing artefacts in alignment with Business Excellence standards.
Continuous Improvement
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Adopt a prevention-first approach — identifying opportunities to automate, simplify, or improve recurring support processes.
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Support the QA Manager in implementing Lean and PDCA (Plan–Do–Check–Act) principles within the Quality Assurance stream.
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Participate in retrospectives and process reviews to refine support and testing practices.
Process Automation
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Develop and maintain low-code / no-code solutions such as Power Automate flows, SharePoint lists, and PDF-based digital forms.
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Assist in maintaining standard templates and document libraries that underpin business workflows.
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Support small-scale enhancements to existing applications in collaboration with senior developers.
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Follow best practices in change control, testing, and documentation.
Key Relationships
Internal: QA Manager, QA Analyst, MyGateway Developers, BI Team, Data Operations Team, Business Users
External: System vendors, third-party service providers (as required)
Required Qualifications & Skills
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National Diploma or Degree in Information Systems, Computer Science, Industrial Engineering, or equivalent experience.
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1–3 years’ experience in application support, testing, or related IT function.
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Basic knowledge of SQL and relational databases.
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Familiarity with Microsoft 365 tools — Power Automate, SharePoint, Excel, and Teams.
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Understanding of software testing principles and bug tracking workflows.
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Strong analytical and troubleshooting skills.
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Excellent written and verbal communication skills.
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High attention to detail and documentation accuracy.
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Proactive learner with a growth mindset and willingness to experiment with new technologies.
Desirable Skills
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Exposure to Syspro or similar ERP systems.
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Basic knowledge of BI concepts and exposure to Qlik or PowerBI.
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Experience with low-code development or scripting (e.g., Power Automate, Power Apps, VBA, Java).
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Familiarity with CI/CD or deployment tools (e.g., Octopus Deploy).
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An interest in automation, business process improvement, or data analytics.
Success Metrics / KPIs
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Timely and accurate resolution of user tickets.
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Reduction in recurring issues through effective root cause analysis and feedback loops.
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High quality and completeness of test documentation and results.
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Improved accuracy and usability of test plans over time.
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Improved testing effectiveness through automated testing.
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Improved accuracy and usability of business documentation (SOPs, FAQs, templates).
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Contribution to small-scale automation or workflow improvements.
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Positive feedback from users and internal QA team on responsiveness and professionalism.
