BI Analyst - Product Support

Electrum is a next-generation payment software technology company.

Since 2012, we've delivered trusted, enterprise-grade, cloud-native software to optimise financial transaction processing. Our deep expertise has established us as a respected partner in high-volume, low-value payment schemes, enabling clients to deliver services to millions of South Africans daily.

At Electrum, we are grounded in impact - designing solutions that matter, acting with urgency, and continuously learning as we scale. We believe in creating together - working side by side with our clients and teams to build meaningful, lasting solutions. We prioritise making it safe - encouraging open communication, smart risk-taking, and trust so that creativity and alignment thrive. And we back empowered strong teams - hiring brilliant people, collaborating hard, and holding each other to high standards while leading with empathy and kindness.

When you join the Electrum team, you'll get to:

• Be part of the entire journey - from the spark of an idea to the final product launch.
• Grow your skills through world-class training and hands on learning every day.
• Receive mentorship and guidance from industry leaders who are invested in your success.
• Work in a dynamic, innovative workplace where collaboration and creativity thrive.
• Tackle real world customer challenges and see the impact of your work firsthand.
• Explore plenty of opportunities to grow your career and expand your expertise.
• Gain valuable experience in a leading FinTech environment, contributing to meaningful, high impact projects.

In this role, you'll analyse and visualise complex support data to inform decisions, minimise business impact, and continuously improve our services. Your work will directly influence how we solve problems, manage risk, and enhance the support experience for our customers.

• Analyse large datasets related to incidents, problems, system performance, and customer interactions to uncover trends and recurring issues.
• Develop and execute complex database queries (SQL) and data models to turn raw data into actionable business intelligence.
• Build and maintain dynamic dashboards (Tableau, Power BI) to track KPIs like problem backlog, time to root cause, risk exposure, and service availability.
• Prepare clear, concise reports and presentations for Team Leaders and Senior Management with actionable recommendations.
• Collaborate with the Problem Manager and Risk Analyst to align reporting with ITIL best practices and support process improvements.
• Ensure data quality and integrity across all reporting systems.

• Bachelor's degree in Computer Science, Information Systems, Business Analytics, or related field.
• 2+ years' experience as a BI Analyst, Data Analyst, or similar role, ideally in a technology or support environment.
• Strong analytical and problem solving skills with the ability to turn data into strategic insights.
• Excellent written and verbal communication skills.
• Familiarity with IT Service Management (ITSM) concepts, particularly ITIL Incident and Problem Management, is a plus.
• Expert level SQL skills and experience with BI/data visualisation tools (Tableau, Power BI).

Why Join Electrum?

• We believe in a People First approach, ensuring a culture where you can thrive and make a real difference.

Your Career & Culture:

• Career Growth: Delivering world class financial software is challenging, but your effort will earn you hands on experience with products used by millions, accelerating your career.
• Strong Teams: We keep teams small, focused, and collaborative to maximize impact.
• Transparency: We openly discuss strategy, finances, and salaries. Mistakes are viewed as learning opportunities that we actively discuss.
• Autonomy: We trust you. You're expected to seek out the data needed for informed decisions and manage your own time-knowing when to focus and when to recharge.
• Shared Vision: You'll have the power to shape the vision of how we build the future of financial services.

Practical Perks

1. Here's how we support our culture:

• Flexible Work: Office first environment with flexible hours.
• Generous Leave: Starting at 20 days per year.
• Office Perks (Cape Town): Fully stocked kitchen and daily catered lunch.

• Social Life: Regular team activities like hikes, getaways, and dinners.