Discovery Employee Benefits
Support Analyst
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. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating to not only achieve financial success, but to ignite positive and meaningful change within our society.
About Discovery Employee Benefits
Discovery Employee Benefits is the first and only employee benefits provider to be shaping employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings and life insurance is brought to companies and employees.
About Group Life Systems
Group Life allows you to select cover for disability, severe illness and death, through a range of comprehensive benefits, ensuring that your Employees are protected.
Working for Group Life Systems, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved.
Key Purpose
The key purpose of the role is to provide support to Group Risk Business by identifying and addressing all issues raised by business to minimize service disruption and facilitate operations. This entails investigating production issues on all business systems, diagnose root causes, and work on fixing them. Support Analysts are also responsible for identifying known errors and production issue trends and for finding permanent solutions. Provide expert advice and support to departments across the organization. Defining application support standards and processes and writing the related documentation.
Areas of responsibility may include but not limited to
- Provide support to business users and investigate data discrepancies and application errors, and propose modifications and enhancements to existing applications to improve their functionality or address any issues that arise.
- Primarily responsible for accurate production issue identification, system fixes, and resolution.
- Implements a wide range of creative solutions and uses judgment based on deep technical knowledge to determine the best course of action to resolve technical issues that pose a significant risk to the firm and/or affect a large number of users
- Conduct issue resolution, root cause analysis and remediation.
- Working closely with cross functional teams across the organization.
- Knowledge of the production support processes such as incident case management, logging, prioritization of issues and status updates to various levels of management.
- Escalation Level Production Support duties; optimize application's stability and performance through utilization of internal and external resources.
- Drives Results
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People and Interpersonal Savvy
- Strong Problem Solving Skills
- Resilience
- Self Starter
- Analytical and problem solving skills
- Working with people
- Relating and networking
- Writing and reporting
- Applying expertise and technology
- Attention to detail
- Coping with pressure and setbacks
- Attention to detail
Education and Experience
- Matric
- Diploma in IT/Bsc/B Com Informatics or relevant experience or proven relevant experience
- 7-10 years experience in a Production Support role working with Technical Applications or similar environment
- Proficient knowledge of Compass, with some configuration experience Specialist knowledge of Technical Applications
- Proficient understanding of operating systems, computers and applications software
- Processes Production Support Management. Familiar with all implemented ITIL processes and
- Proficient understanding of all business processes within the Group Risk space
- Technologies Familiar with production support management suites and monitoring tools
- Technical Skills Statistical analysis and reporting, Problem solving, Root Cause Analysis, Business writing (reports) and presentation.
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.
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.
