Business Operations and Applications Support Officer

7 months ago

Johannesburg, South Africa Aon Corporation Full time

Posting Description:
**Business Operations and Applications Support Officer**

**Do you have knowledge of software development lifecycles and IT service management? Do you possess a deep understanding of the applicable legislative framework that governs the insurance industry? Read on**

Aon South Africa is recruiting a Business Operations and Applications Support Officer based on a hybrid basis from our Head Office in Sandton. The Business Operations and Applications Support Officer is responsible for providing day to day support to the Aon Policy and Claims Management system, Client Portals and sales platforms.

**Aon is in the business of better decisions**

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

**What the day will look like**

**Systems - Support and Development oversight**
- Maintenance and configuration of Aon Policy management systems. (EG. C360, Aon Online, ENGAGE. and Salesforce)
- Work closely with the key partners to understand changes or enhancements to the platforms to meet the needs in support of Aon’s overall Business strategy.
- Ensure that change control process is followed for fixes / run to live / releases.
- Handle business month end process
- Monitor system performance and escalate/resolve as vital
- Run the incident reporting process and coordinate timeous resolution in line with prescribed severity response expectations.

**Quality Assurance oversight**
- Ensure that development items ran into UAT are fully tested and signed off before the handover to collaborators for testing and formally documented within agreed timelines
- Ensure that development items handed to collaborators for testing is tested and signed off and formally documented within agreed timelines
- Items not signed off due failing the testing must be submitted back to the vendor for rework and clearly identifiable

**Change management oversight**
- Enhancements and changes to the system must be properly documented in training guides and training must be provided to all super users
- Implementation of the usage of the changes or enhancements must be monitored and further support must be provided to the business where required
- Create and implement Test Plans.
- Create development "bug” reports, FAQ's and knowledge base articles as appropriate.
- Develop stored procedures to facilitate operational needs.

**Business Process and Project management**
- Business Process Maintenance, Process Mapping and re-engineering to ensure optimal and efficient use of the platforms
- Creating and maintaining system operational governance processes and procedures and documenting such.
- Support any business operational initiatives and projects that enables the business to achieve their financial budgets.
- Possess an awareness of larger team/ department/ Aon’s strategies and customer needs
- Provides operational input on projects or support activities
- Provide guidance to the business functions in identification of needs and definition of requirements.
- Provide support in Project management, Business case development, analysis design staged of system implementations.
- Responsible for all systems integrations

**Management**
- Management of vendors in accordance with the agreed service levels
- User security Management & Governance - Implement security standards (access controls, segregation of duties, usage and exception monitoring)
- Ensure regulatory compliance is maintained
- Full management of the system support and development functions, the quality assurance function and change management function
- Ensure that all Disclosure Notices are maintained and kept in line with regulatory requirements
- Organising and co-ordinating meetings, events and communications to ensure these run smoothly and achieve their purpose
- Manage and resolve production issues.
- Communicate outages and updates effectively to partners whilst working with vendors to resolve the issue
- Develop and maintains checklists for common technical issues.
- Develop new standards to reduce support effort overheads.

**Reporting**
- Collating, analysing and communicating information in a variety of formats as required
- Comprehensive reporting on ticket management including SLA tracking to report into OpsCom
- User security Management & Governance reporting to Risk Teams on agreed intervals
- Regulatory compliance reporting to Legal and Compliance Teams on agreed intervals
- Reporting on project progress including SLA management
- Reporting on SLA hours usage

**Record keeping**
- Responsible for maintaining the master documentation of system front end configuration documentation by liaising with various product & business owners.
- Responsible for maintaining the master documentation of system changes or enhancements and training material
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