Application Support Analyst

**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.**Disclaimer**
- As an applicant, please verify the legitimacy of this job advert on our company career page.

**Role Purpose**

**Requirements**:

- Grade 12
- Relevant Diploma or B-degree
- 4 - 6 years business experience
- A solid understanding of business processes product and business rules and processes (Service, Compulsory product knowledge)
- Proficient in Excel as well as SQL (able to write scripts from scratch)
- Proficient understanding of the financial service industry (advantageous)
- Experience in Operations (advantageous)
- Proficient understanding of tax processes (advantageous)

**Duties & Responsibilities**

**Application Monitoring**
- Analyzing 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.
- Prioritize and address issues and importantly also;
- Enable temporary/tactical workarounds for incidents.
- Improve monitoring and alerting.
- Maintaining (quality documentation) a high grade of quality documentation and knowledge bases to support end-users and other stakeholders.
- Accountable for end-to-end processes.

**Business Continuity**
- Cost saving and efficiency.
- Ensure that insurance systems are compliant with regulatory requirements, such as those related to data privacy, security, and financial reporting.
- Analyze and improve processes, quality, productivity, and efficiency.
- Take an active role in incident and problem management, proactively bringing issues and problems to the attention of the team.
- Communicating with end users and other support teams to notify them of incidents and their resolution.
- Investigations of system failures, writing queries to identify the causes of incidents and process failures.
- Identify and implement workarounds for incidents.
- Proactively enables 2nd line support to resolve incidents.
- Daily monitoring of systems and processes.
- Proactively improve monitoring and alerting
- Prioritization 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 administrative duties to support the business process.
- In addition, the ASAs are also involved in the earlier phases of the SDLC, such as:

- Reviewing requirements
- Participating in testing in the pre-production and/or go-live stage

**Client**
- Build and maintain relationships with internal stakeholders.
- Deliver on service level agreements in order to ensure that client expectations are managed.
- Make recommendations to improve client service and fair treatment of clients within the area of responsibility.
- Participate and contribute to a culture that builds rewarding relationships, facilitates feedback and provides exceptional client service.

**People**
- Excellent communication skills to liaise between technical teams, finance, and tax department.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation

**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.
- Ability to document issues, resolutions, and user guides.