Application Support Analyst

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.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms, Momentum Metropolitan provides practical financial solutions for people, communities and businesses. Visit us at

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

Role Purpose
The primary goal of an Application Support Analyst (ASA), in the business is to ensure that applications meet the standards of the product and business, are running smoothly and efficiently, and are compliant with regulatory requirements, and most importantly provides a positive experience for the end-user(s).

The ASA plays a key role in the ONGOING maintenance and support phases of the software development life cycle (SDLC). During the maintenance and support phase, the ASA is responsible for ensuring that the application is functioning correctly, addressing any issues that arise, and requesting necessary updates and modifications to the application to meet changing business needs.

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

• Monitors the application to detect and resolve issues (errors) that may impact functionality or performance.
• 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.
• Ensuring that the application is updated by the IT Support team / DevOps as and when needed.
• 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.
• Performs routine maintenance tasks to ensure the applications are up-to-date and functioning optimally.
• 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

• Responsible for ensuring the application is running smoothly, and as per the signed-off business specifications process flow, as well as addressing any issues that may arise to minimize the risk of disruptions.
• Cost saving and efficiency.
• Responsible for identifying and addressing any issues with the application, which will minimize costs and ensure that the business is operating effectively and efficiently.
• Ensure that insurance systems are compliant with regulatory requirements, such as those related to data privacy, security, and financial reporting.

Maintain robust applications

• 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
• As this role works with software applications to support business outcomes, it requires very strong technical and analytical skills, and the ability to collaborate with cross-functional teams.

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.