Document Management Support Analyst

Date: 1 Jul 2026

Location:

Bellville, Western Cape, ZA

Company: Sanlam Group

Who are we?

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

The Document Management Support Analyst is responsible for the monitoring, maintenance, and support of document management systems and related IT infrastructure. The role ensures system stability, optimal performance, and high-quality service delivery to business users while contributing to continuous improvement initiatives.

What will make you successful in this role?

1. System Monitoring & Support

Monitor and maintain document management and supporting software infrastructure
Perform daily system health checks and proactively resolve issues
Provide first-line support for document capture environments and associated systems
Ensure system availability meets agreed service levels

2. Incident & Problem Management

Diagnose, troubleshoot, and resolve software and infrastructure issues efficiently
Escalate complex incidents where necessary, following ITIL practices
Maintain accurate incident and resolution records

3. System Administration & Maintenance

Perform routine maintenance, system updates, and software testing
Provide server support and ensure infrastructure reliability
Assist with system configuration and environment administration

4. Continuous Improvement & Documentation

Identify and implement process improvements
Develop and maintain support documentation, procedures, and knowledge articles
Promote best practices and consistent support processes

5. Stakeholder Support & Training

Provide guidance to users on optimal system usage
Support application development teams via system administration
Deliver quality customer service and maintain strong stakeholder relationships

6. Reporting & Compliance

Produce regular service and performance reports
Ensure compliance with organisational standards and policies
Participate in after-hours standby rotation as required

Qualification

Matric
Relevant IT qualification (Diploma/Degree in Information Technology or equivalent)

Experience

Experience in first-line IT support and system administration
Experience troubleshooting software and infrastructure environments
Exposure to document management systems (advantageous)
Basic development or scripting knowledge (advantageous)

Technical Knowledge

Understanding of ITIL principles and support frameworks
Knowledge of server environments and system infrastructure
Familiarity with enterprise document management or capture systems

Personal Attributes

Action orientated - Contributing independently

Optimises work processes - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Collaborates - Contributing independently

Being resilient - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.