Problem Analyst

2 weeks ago

Cape Town, 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 fast-paced 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 area-specific 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 check-ins with top ticket loggers.
- Daily check-ins 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 check-in 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**
- Self-starter 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

  • Problem Analyst

    4 weeks ago

    Cape Town, South Africa Discovery Ltd. Full time

    **Business Unit**:Discovery Health**Function**:Information Technology**Date**:6 Sep 2023- Discovery Health Systems (DHS)Problem Analyst - 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...

  • Data Analyst

    4 weeks ago

    Cape Town, South Africa RPO Recruitment Full time

    Data analyst responsibilities include conducting full lifecycle analysis to include requirements, activities and design. Data analysts will develop analysis and reporting capabilities. They will also monitor performance and quality control plans to identify improvements. **Responsibilities**: - Develop and implement databases, data collection systems, data...

  • Data Analyst

    1 month ago

    Cape Town, South Africa PBT Group Full time

    Key Responsibilities: - Analyse large data sets to identify trends and patterns - Develop and maintain data reporting and dashboard tools - Ensure data accuracy and integrity through regular audits and quality control processes - Work closely with stakeholders to understand their data requirements and develop solutions to meet their needs - Collaborate with...

  • Mi/data Analyst

    4 weeks ago

    Cape Town, South Africa TTEC Full time

    MI/Data Analyst Reporting Analyst **Responsibilities**: The Reporting Analyst is fully dedicated to and receives work from the Retail Contact Center Business Intelligence (RCC BI) team. The role solves complex business problems and issues using data from internal and external sources to provide insight to decision-makers. The Reporting Analyst work...

  • Reporting Analyst

    1 week ago

    Cape Town, South Africa Dash BPO Full time

    **Reporting Analyst/Specialist** Focuses on the creation, maintenance, and automation of organizational reports. The Reporting Analyst/Specialist focuses on the development, maintenance, and optimization of business reports. This role involves ensuring the accuracy and timeliness of various reports, streamlining reporting processes, and where possible,...

  • Junior Forensic Analyst

    2 weeks ago

    Cape Town, South Africa Disruptive IT Full time

    Role DescriptionThis is an on-site contract role for a Junior Forensic Analyst at Disruptive IT. The Junior Forensic Analyst will be responsible for conducting forensic analysis and malware analysis, utilising analytical skills to investigate cybersecurity threats, and analyzing evidence. This role requires working on-site in the City of Cape Town.The salary...

  • Junior Application Analyst

    1 month ago

    Cape Town, South Africa JSM Business Services Full time

    **Junior Applications Analyst** - Join Our Dynamic IT Team!_ We're seeking a Junior Applications Analyst, ready to kickstart their career in a challenging yet supportive environment. This full-time role, based in Cape Town, South Africa, is ideal for those with a foundational understanding of IT systems and a passion for technology. **Key...

  • System Analyst

    4 weeks ago

    Cape Town, South Africa PBT Group Full time

    We are seeking a talented System Analyst to join our team and help us build innovative solutions for our clients. As a System Analyst, you will be responsible for designing and supporting workflow solutions, developing and delivering systems specifications, and ensuring the delivery of high-quality solutions to our clients.Required Experience and...

  • Data Analyst

    1 week ago

    Cape Town, South Africa Versatile Staffing Solutions Full time

    One of our global gambling clients is looking for a FULLY REMOTE talented Data Analyst /BI Analyst to join their team. They are a quickly growing gambling business with millions of customers. We are looking for an ambitious data lover who can help dig through mountains of betting data, make sense of it and help the business to make data-driven decisions....

  • Successfactors Systems Analyst

    1 month ago

    Cape Town, South Africa Salt Full time

    Title: SAP SuccessFactors Systems Analyst Location: Stellenbosch, Western Cape, South Africa Type: Permanent Are you a talented SAP SuccessFactors Systems Analyst looking for a new challenge? Our client, a leading financial institution based in Stellenbosch, is looking for an experienced professional to join their dynamic HR technology team. As the SAP...

  • Successfactors Systems Analyst

    1 month ago

    Cape Town, South Africa Salt Recruitment Full time

    Title: SAP SuccessFactors Systems Analyst Location: Stellenbosch, Western Cape, South Africa Type: Permanent Are you a talented SAP SuccessFactors Systems Analyst looking for a new challenge? Our client, a leading financial institution based in Stellenbosch, is looking for an experienced professional to join their dynamic HR technology team. As the SAP...

  • Junior Data Analyst

    1 day ago

    Cape Town, South Africa Tigonthrive Consulting Full time

    Tigonthrive Consulting is seeking a motivated and detail-oriented Junior Data Analyst to join our team. The Junior Data Analyst will assist in collecting, processing, and analyzing data to support our HR consulting services. This is a remote position with the potential for occasional travel for team meetings and client interactions. **Key...

  • Junior Forensic Analyst

    2 weeks ago

    Cape Town, South Africa Disruptive IT Full time

    Role Description This is an on-site contract role for a Junior Forensic Analyst at Disruptive IT. The Junior Forensic Analyst will be responsible for conducting forensic analysis and malware analysis, utilising analytical skills to investigate cybersecurity threats, and analyzing evidence. This role requires working on-site in the City of Cape Town. The...

  • IT Business Analyst

    1 month ago

    Cape Town, South Africa Set Consulting Full time

    Business AnalystMarket-related SalaryCape TownThe objective of this roleThe Business Analyst will be required to conduct the task of understanding business change needs, assessing the business impact of those changes, capturing, analysing and documenting requirements• To support the delivery of applications, the Business Analyst will be required to•...

  • Support Analyst

    4 weeks ago

    Cape Town, South Africa Cape Union Mart International Full time

    The Support Analyst for Merchandising will participate in requirements analysis, solution mapping, configuration, testing, and documentation of the same, to address business requirements within the product scope according to Oracle best practices. The Support Analyst will provide effective maintenance and support for the Oracle Merch systems and its...

  • Risk & Performance Analyst

    4 weeks ago

    Cape Town, South Africa Asset Consultant Company Full time

    ROLE DESCRIPTION: This position is for a Risk and Performance Analyst with a respected Asset Consultant Company. PURPOSE OF JOB: Providing portfolio investment analysis and reporting services in relation to asset owners, asset managers and service providers KEY RESPONSIBILITIES: - Daily, monthly and quarterly retrieval, validation, reconciliation,...

  • Growth Analyst

    1 week ago

    Cape Town, South Africa Intelligent Debt Management Full time

    **Growth Analyst - FC Analyst (Cape Town CBD)** Our Growth Analytics team works closely with the Sales and Marketing teams to help deliver on growth projects for the company. The team is responsible for advanced analytics, predictive models and providing insights, with the intention of improving overall conversions. Along with strong analytical...

  • Test Analyst

    2 weeks ago

    Cape Town, South Africa PBT Group Full time

    PBT Group has an opportunity for a Test Analyst for a contract role in Cape Town. Key deliverables:Functional, Regression, Integration, End to End, and User Acceptance Testing.Planning testing in a timely manner to ensure requirements are met and signed off.Plan, design, execute and ensure correct documentation of test cases.Have the ability to handle...

  • Test Analyst

    3 weeks ago

    Cape Town, South Africa PBT Group Full time

    PBT Group has an opportunity for a Test Analyst for a contract role in Cape Town. Key deliverables:Functional, Regression, Integration, End to End, and User Acceptance Testing.Planning testing in a timely manner to ensure requirements are met and signed off.Plan, design, execute and ensure correct documentation of test cases.Have the ability to handle...

  • Test Analyst

    2 weeks ago

    Cape Town, South Africa PBT Group Full time

    PBT Group has an opportunity for a Test Analyst for a contract role in Cape Town.   Key deliverables: Functional, Regression, Integration, End to End, and User Acceptance Testing. Planning testing in a timely manner to ensure requirements are met and signed off. Plan, design, execute and ensure correct documentation of test cases. Have the ability to handle...