Application Support Analyst

2 weeks ago

Bellville, South Africa Momentum Life Full time

**Introduction**

Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.

**Role Purpose**

**Requirements**:

- Relevant B-degree or Diploma
- 4 - 6 years Business experience
- A solid understanding of business processes (i.e. claims, refunds, CPI, reinstatements, alterations, premium allocations, term expiry, retirement etc) that will be transitioned from Mainframe to PDS
- Understanding of OB product and business rules
- Understanding of PDS and current VG on PDS will be an advantage.
- Experience in Operations will be an advantage.
- Proficient understanding of the financial service industry
- Proficient in Excel as well as SQL (able to write scripts from scratch)

**Duties & Responsibilities**

**Application Monitoring**

End user satisfaction.
- Directly responsible for end user including client and/or adviser satisfaction.
- Analysing and troubleshooting issues to identify root causes and potential solutions.
- Providing technical support (2nd line) to end users.
- Answering questions about the features and/or resolving issues.
- Collaborating with relevant developers and other stakeholders such as business system analysts, QA, project management and end-users) to:
Support upgrades & enhancements.
Prioritise and address issues and importantly also;
- Enable temporary / tactical workarounds for incidents.
- New feature requests needed.
- Improve monitoring and alerting.
- Maintaining (quality documentation) a high grade of documentation and knowledge bases to support end-users and other stakeholders.
- Accountable for end-to-end processes.

**Business Continuity**
- Cost saving and efficiencies.
- Regulatory compliance.
- Ensure that insurance systems are compliant with regulatory requirements, such as those related to data privacy, security, and financial reporting.
- Analyse and improve processes, quality, productivity and efficiency.
- Take an active role in incident and problem management, proactively bring issues and problems to the attention of the team.
- Communicating with end users and other support teams to notify of incidents and resolution thereof.
- Investigations of system failures, writing queries to identify the causes of incidents and process failures.
- Identify and implement workarounds for incidents.
- Proactively enable 2nd line support to resolve incidents.
- Daily monitoring of systems and processes..
- Proactively improve monitoring and alerting
- Prioritisation of a backlog of bugs and fixes.
- Play an active role in projects from an operations perspective, pre-production or go-live stage.
- User acceptance testing before any implementation is critical to ensure systems function as expected.
Work as part of a cross functional team.
- Maintain Business Continuity documentation.
- Perform Product house administrational duties to support the business process.
- Compiling and maintaining of system functional documentation for the use of internal training and business continuity.
- In addition, at Mmerge the ASAs are also involved in the earlier phases of the SDLC, such as:
Reviewing requirements
- Participating in testing in pre-production and/or go-live stage

**Competencies**
- Analytical thinker.
- Actively live the company values.
- Self-Starter.
- Ability to work independently and as part of a team.
- Customer/ Stakeholder Commitment.
- Drive for results.
- Able to see the bigger picture i.e. understand how current process fits into new transitioned process and identify possible gaps and manual processes.

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