IMS 1st-line Support and Tester

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 * Serve as the first point of contact for IMS\-related queries, troubleshooting user issues and logging them accurately. * Manage and triage support tickets (e.g., Spiceworks, Trello), ensuring timely resolution and escalation where required. * Perform basic configuration, data corrections, software, and system updates under supervision. * Identify recurring issues and feed insights into MyGateway, QA and BI teams for process or system improvements. * Maintain a customer\-focused, service\-oriented mindset in all interactions. Software Testing * Execute structured test plans for new features, bug fixes, and enhancements. * Development of integration tests for automated regression testing. * Perform regression testing prior to deployment to ensure system stability. * Document test results clearly and ensure they are stored according to QA protocols. * Collaborate with the QA Analyst and Developers to validate fixes, confirm requirements, and report any defects or inconsistencies. * Participate in feature demos and ensure business\-facing test cases reflect user needs. Documentation \& Knowledge Management * Contribute to maintaining a user\-friendly, well\-structured knowledge base, including SOPs, FAQs, and how\-to guides. * Ensure that documentation is updated following system changes or releases. * Collaborate with the MyGateway, QA and Training teams to prepare material for business handover and training. * Maintain traceability of configuration and testing artefacts in alignment with Business Excellence standards. Continuous Improvement * Adopt a prevention\-first approach — identifying opportunities to automate, simplify, or improve recurring support processes. * Support the QA Manager in implementing Lean and PDCA (Plan–Do–Check–Act) principles within the Quality Assurance stream. * Participate in retrospectives and process reviews to refine support and testing practices. Process Automation * Develop and maintain low\-code / no\-code solutions such as Power Automate flows, SharePoint lists, and PDF\-based digital forms. * Assist in maintaining standard templates and document libraries that underpin business workflows. *...