Problem Analyst

Discovery – Insure

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 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 Insure

Discovery Insure is committed to creating a nation of great drivers through our innovative Shared-value Insurance model. Discovery Insure is South Africa’s fastest growing short-term insurance company with comprehensive products that provide protection against current and emerging risks facing clients in the motor and home insurance sectors. Vitality Drive, an internationally-recognised and award-winning programme, is a key differentiator in the market that incentivises and rewards clients for driving well. The Vitality Drive programme has been scaled to local and international markets which now include Europe and the Middle East. The company employs over 1 000 people who are committed to putting our customers and financial advisers first by providing unique and innovative solutions and cover.

Key Purpose

Work closely with the IT Operations support team to identify and investigate problems. The role requires conducting root cause analysis and identification of suitable solutions for the IT Operations team.  

Areas of responsibility may include but are 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 IT Operations 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 
• 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

Personal attributes and skills

• Self-starter who takes ownership, is accountable, and is able to work with minimal 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
• Ability to manage stress
• Excellent written and verbal communication skills

Education and Experience

Education:

• Matric (Essential)
• ITIL V3/4 Certification (Essential)

Minimum Experience:   

• Minimum of 2+ years’ Problem Analysis experience  
• Strong statistical analysis and reporting 
• Experience in problem solving and Root Cause Analysis 

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.