Production Support Analyst

Discovery Insure Systems DBi Production Support

About Discovery

Discoverys core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery.

• Great People ( results driven individuals that are natural problem solvers - who delight in being challenged and in finding solutions individually or in collaboration with others )
• Liberating the Best in People ( We believe there is greatness in every person; and intervene to bring this out of them )
• Intellectual leadership ( We insist on an inclusive environment that enables every person to bring all of themselves to work. In fact, we celebrate this. We seek out strong, independent views and encourage robust intellectual debate )
• Drive, Tenacity and Urgency ( We execute brilliantly, and at rapid pace, marrying our ambitions with short-term, urgent goals )
• Innovation and Optimism ( We are optimistic about the future and seek out positive signals in the current environment )
• Business Astuteness and Prudence ( we face challenges head-on and deal with them constructively )
• Customer, customer, customer ( We are obsessed with our customers and their experience of us because we empathise as though their problems are our own and recognise the impact of our actions on the people we serve )
• Integrity, Honesty and Fairness ( We ensure we contrast the complexity of the organisation with simple, old-fashioned values of doing the right thing )

Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

About Discovery Insure Systems

Discovery Insure is committed to creating a nation of great drivers and building better businesses through our innovative Shared-value Insurance model. Discovery Insure is South Africas fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor, home, and business insurance sectors.

Vitality Drive, an internationally recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well. The Vitality Drive programme has been scaled to local and international markets which now include Europe and the Middle East.

Key Purpose

Production support provides business with the support it needs to effectively conduct business using our bespoke systems. The role requires analysis of incoming request and appropriate response to those requests. Incoming requests can be categorized into various categories, and based on the category, appropriate steps are taken for the resolution. The nature of our business is evolutionary, and we are continuously enhancing our system to enable business processes. The product support person will be required to become familiar with our processes and how the system changes affect those processes. The product support person will be able to analyse the root cause when we have an increase in request volume or requests that come in after a software feature is released. The position requires an understanding of SQL DML so that appropriate pre-built data scripts can be used for the remedy of certain categories of incoming requests. Strong communication skills are required for the resolution of requests with our end users. The product support person will work with our team of developers if there are requests that cannot be resolved at the point of first contact with product support.

Areas of responsibility may include but not limited to

• Management of first line support queue
• Business User support and knowledge sharing
• Issue identification, categorization and resolution
• Root cause analysis
• Adherence to SLAs
• Comprehensively documenting problem investigation and solutions
• Engaging with resources throughout the Business, Business Architecture, Technical Governance, Development and Testing teams to ensure all relevant information is considered in resolution of first line support tickets

General

Ability to communicate clearly, constructively and effectively. Easily able to follow and participate in technical, business process, and other discussions. Able to build business relationships with other members of team and the business areas we support.

Personal Attributes And Skills

• Action orientated go-getter
• Quick learner, Independent thinker with initiative
• Problem solver: Obsessive about finding solutions
• Able to plan, organise and prioritize work
• Ability to multitask
• Ability to work under pressure
• Ability to work independently and as part of a team
• Excellent communication skills
• Willing to work overtime when required

Education

• Grade 12
• Computer Science or Information system degree or diploma

Experience

• At least 2 years work experience

Required Core Competencies

• Using a rating scale of 1 to 5 (where 1 = beginner and 5 = expert)
• Understanding of Object Orientated principals and programming language fundamentals [3]
• SQL [3]

Working Knowledge Of

• Software development within SDLC
• Software Testing
• SQL DML: Commands such as inserting, updating, deleting, and querying data within database tables.
• SQL Joins: Commands such as Inner join, left join, right join, full join, cross join.
• SQL report writing
• Excel

Advantageous Experience

• REST Web services
• JSON
• Business Process Management Tools
• Knowledge of Short Term Insurance industry

EMPLOYMENT EQUITY

The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.