Application Support Analyst

7 months ago

Cape Town, South Africa Momentum Life Full time

**Introduction**

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

**Role Purpose**

The ASA will also be responsible for Vendor interaction with SilverBridge, as the PAS provider, engage with the MMERGE IT team, vendor IT teams, in-country IT teams, Stakeholders and team members geographically dispersed i.e. Nam, Bots, Lesotho, Gahana, Centurion and CPT.

**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).
- Experience with digital transformation or digitalisation within the financial services industry would be advantageous.
- Vendor management / IT Experience would be advantageous.

**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.
- Ensure that insurance systems are compliant with regulatory requirements, such as those related to data privacy, security, and financial reporting.
- 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.
- Analyse and improve processes, quality, productivity and efficiency.
- Engage with various stakeholders and team members that are geographically dispersed (Namibia, Lesotho, Botswana, RSA)
- Interact with Silverbridge (Vendor) to discuss requirements, testing, releases and ensure alignment.
- In addition, at Mmerge the ASAs are also involved in the earlier phases of the SDLC, such as: 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.
- Resilient/ strong and able to work in a complex environment with lots of moving parts.

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