Technology Support Specialist​/Serv Consultant: SLS SC SFP; Lynnwood; JG

Location:

Pretoria, Gauteng, ZA

Sanlam is dedicated to support, grow and empower clients with affordable, easy and suitable solutions, primarily through face‑to‑face intermediary channels, but also directly. We have approximately 2,400 tied advisors and 2,000 supporting independent brokers, all dedicated to meet the financial needs of our clients. Our vision:
We aspire to be the best at building enduring relationships by connecting clients with Sanlam. We create sustainable value by attracting new clients, supporting ongoing client engagement and providing adaptive solutions designed to answer life’s financial questions. ULTIMATELY, WE EMPOWER PEOPLE TO BE FINANCIALLY CONFIDENT, SECURE AND PROSPEROUS.

As part of Sanlam Connect, Succession Financial Planning (SFP) is a financial services provider with a focus on the Registered Financial Advisor (RFA), looking to grow a professional practice while offering holistic financial planning to their clients. SFP is a wholly owned subsidiary of the Sanlam Group.

The IT Helpdesk Specialist provides first‑line technical support, troubleshooting, and user assistance to SFP employees, consultants, and advisers across all digital platforms and systems. The role ensures quick resolution of IT incidents, effective escalation management, and proactive support to maintain system availability, data integrity, and user satisfaction.

This position plays a key role in the Technology & Enablement (T&E) team, partnering with the IT Operations Specialist, Systems Analyst, and Business Analyst to ensure smooth day‑to‑day technology operations.

• User Support & Troubleshooting
  • Serve as the first point of contact for system and application‑related queries.
  • Log, categorize, and resolve incidents in the IT Service Management (ITSM) system (e.g., Service Now/JIRA).
  • Diagnose and resolve issues related to SFPOnline, Sanfin, Comm Pay CRM tools, and internal applications.
  • Escalate complex issues to vendor partners, developers, IT Operations Specialist or Group IT as necessary.
• Service Delivery & Incident Management
  • Track, manage, and close service requests within agreed SLA timelines.
  • Ensure consistent, professional communication with users during issue resolution.
  • Conduct follow‑ups to confirm problem resolution and user satisfaction.
  • Assist in root cause identification and documentation for recurring issues.
• Systems & Access Administration
  • Support user account creation, permissions management, and access control.
  • Maintain accurate user and system access records in compliance with POPIA and Information Security policies.
  • Collaborate with the Systems Analyst to streamline onboarding/offboarding processes.
• Knowledge Management & Documentation
  • Maintain and update internal knowledge bases, FAQs, and troubleshooting guides.
  • Provide training materials or short user guides for common system issues.
  • Contribute to continuous improvement initiatives for IT service efficiency.
• Collaboration & Communication
  • Work closely with Business Analyst, Systems Analyst, IT Operations Specialist and Group IT for incident analysis, process improvement, technical escalations and system rollouts.
  • Support system rollouts, testing, and user communication initiatives.

• Matric.
• Completed and possess a 3‑year National Diploma or Degree in IT/Computer Science or related field.
• 2‑4 years of IT/digital support/helpdesk or service desk experience in a corporate environment.
• Experience using Service Now or similar ITSM tools.
• Proficiency in MS365 administration, Outlook, Teams, and SharePoint.
• Financial services systems and digital platforms exposure is advantageous.
• Familiarity with Agile and Change Management frameworks.
• Relevant regulatory legislation and compliance knowledge and interest.
• Basic understanding of networking concepts and end‑user security best practices.

• All incidents and requests resolved within agreed SLA time frames.
• High user satisfaction and minimal repeated incidents.
• Accurate, current helpdesk documentation and ticket logs.
• Monthly helpdesk performance and trend reports.

• Cultivates Innovation.
• Clien…