Problem Analyst

2 weeks ago

Cape Town, Western Cape, South Africa Discovery Ltd. Full time

Business Unit:
Discovery Health
Function:Information Technology
Date:5 Apr 2024Discovery Health Systems (DHS)

Problem Analyst (Senior)

  • About Discovery
  • Discovery's 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 fastpaced and dynamic environment enables smart, selfdriven 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
Health Systems (DHS)The Discovery Health Systems (DHS) is a world class software development house that enables the Discovery Health Business to use digital transformation as a competitive advantage. It focuses on rapid quality software delivery. Innovation and excellence are key attributes to all our initiatives. The skills and expertise in the team allows a diverse product development on all strategic, tactical and operational changes. Our environment is fast-paced and demands energy, drive, enthusiasm, ownership and creativity, but it rewards with an extremely fulfilling and stimulating environment that actively supports career growth and development.

  • Key PurposeWork closely with a passionate Applications Infrastructure support team to identify and investigate problems. The role requires conducting root cause analysis and identification of suitable solutions for the Applications Infrastructure team.
  • Areas of responsibility may include but not limited to:
  • Conduct trend analysis of series data, both systematically and manually to determine common occurrences and recurring issues.
  • Log problems on the problems register.
  • Determine the impact of a problem by determining severity, frequency and cost.
  • Using impact assessments to determine priority of a problem relative to other problems and business activities.
  • Provide updates to the Problem Manager.
  • Determine the absolute cause of the problem by various means, including, but not limited to recreating the issues in a test environment, reviewing system design, asking relevant questions to stakeholders.
  • Identify interim and long term solutions, taking into account cost effectiveness & ease of implementation.
  • Review a business/technical specification prior to development and identify any potential problems that could be created with the proposed solution.
  • Also to identify any missed requirements that would lead to future problems.
  • Document and present the Problem Reports related to identified problems.
  • Provide assessments of risks, impacts, severity, possible alternative solutions, status of investigation and recommendations.
  • Produce project management reports per team (monthly) giving areaspecific analysis of all problems.
  • Participate in internal forums such as Support Services Work Group and lead workstreams, to contribute to the methodology and standards.
  • Ensure that knowledge acquired in the Release process is shared within the larger Support community.

Regional Analysts are required to:

  • Walk the floor and be available to assist agents who require system support.
  • Daily checkins with top ticket loggers.
  • Daily checkins with all Team Leaders & Service Managers.
  • Scheduled engagement sessions with trainers on ticket logging & knowledge sharing regarding the 529help, DTS, and Incident Management processes.
  • Assist DTS with new project rollouts when required.
  • Buddy/troubleshoot/monitor agents who require system support when required.
  • During major outages, the regional analyst is required to be on the floor and feedback findings.
  • Escalate system issues with the relevant teams.
  • Continuously feedback to Team Leaders on when fixes are going live to address system issues being experienced in the team.
  • After fixes are taken live the analyst is required to regularly checkin with impacted agents to gauge whether the change was beneficial.
  • Project role outs: ensure regression testing is conducted between various teams.
  • Understand the areas of concern within the region and feedback to the various forums.
  • Build stakeholder rapport.

Competencies

  • Selfstarter who takes ownership, is accountable, and is able to work with mínimal supervision.
  • Excellent communicator who follows and leads interchangeably
  • Results oriented with the ability to work under pressure and juggle multiple concurrent projects with changing priorities and deadlines
  • Strong stakeholder management skills
  • Adherence to risk management rules and procedures
  • Able to deal with complexity and migrate between detailed and high level requirements
  • Tenacious, stress management ability
  • Excellent written and verbal communication skills
Education and Experience

  • Matric/Grade 12 Certification
  • ITIL V3 Certification
  • Minimum of 3+ years' Problem Analysis expe

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