Senior Production Support Analyst

3 weeks ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Employee Benefits**Function**:Production Support and Release Management**Date**:10 Jul 2023Achieve more than
- ***
**YOU BELIEVE**
- Discovery - Employee Benefits Systems- Senior Production Support 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 values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven 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 Employee Benefits**
- Discovery Employee Benefits is the first and only employee benefits provider to be shaping employee behaviour, creating healthier and wealthier workforces. It is an exciting business to be in as we reimagine the way retirement savings is brought to companies and employees.**Key Purpose**-
**Areas of responsibility may include but not limited to**
- Analyse and identify the fix required for complex Production issues raised by business ensuring that the most efficient and effective solution is implemented, within established SLA.
- Monitor system issues by following the incident management process.
- Identify trends through root cause analysis and ensure that remedies are in place to prevent them.
- Where necessary liaise with the Developers to do a system/data fix on issues if required.
- Managing Complaints and Escalations of Business Users to ensure high levels of service are adhered to
- Monitor batches and fix any system related issues on the batches.
- Compile daily production reports and stats when applicable.
- Attend production support meetings to provide feedback or updates on work allocated.
- Document all production, fixes and processes using the communicated tool (SharePoint etc.)
- Testing of new functionality or changes of existing functionality before a go live, to ensure that the change can be supported.
- Assisting with complex business processes which require specialist knowledge.
- Building Relationships with all stakeholders, (DBA’s, Developers, other system team, business etc.)
- Assisting with the Business Continuity testing.
- Assisting with the release management process (Release notes, staying late for production implementations)
- Following the SDLC process for all changes and projects that goes into production.
- Providing support to Business, on a standby basis after hours and weekends.
- Assist with the annual Audits for all system related processes, i.e., Access, batch, interfaces, project releases and system changes.

**Personal Attributes and Skills**
- Drives Results
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People Savvy
- Problem Solver

**Additional attributes**
- Analytical
- Working with people
- Relating and networking
- Writing and reporting

**Education and Experience**
- Matric
- Diploma in IT/BSc/B Com Informatics or relevant experience or proven relevant experience
- Proficient knowledge of Sonata, with some configuration experience
- Technical Skills - Statistical analysis and reporting, Problem solving, Root Cause Analysis, Business writing (reports) and presentation
- Proficient understanding of all business processes within the Employee Benefits space
- Production Support Management. Familiar with all implemented ITIL processes
- 5-7 years’ experience in the Employee Benefits and Support Analyst 3 years plus years’ experience

**Employment Equity**

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
- EMPLOYMENT EQUITY
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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