Query Analyst (Junior) - DHS  

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 Health Systems 

The Discovery Health Systems (DHS) is a world class software development house that enables the Discovery Health Business to use digital transformation as a competitive advantage. It focuses on rapid quality software delivery. Innovation and excellence are key attributes to all our initiatives. The skills and expertise in the team allows diverse product development on all strategic, tactical and operational changes. Our environment is fast-paced and demands energy, drive, enthusiasm, ownership and creativity, but it rewards with an extremely fulfilling and stimulating environment that actively supports career growth and development.  

Key Purpose 

The Query Analyst (Junior) will primarily handle Discovery Health claims system issues raised by various business units via Paradigm inquiries or incidents logged on the ServiceNow (SNOW) platform. The role requires strong knowledge of Discovery Health product, rules, and systems to validate and assess the impact of each issue, ensuring accurate and timely resolution.

Areas of responsibility may include but not limited to 

• Review and respond to Paradigm inquiries and SNOW incidents
• Ensure daily completion of allocated inquiries in line with service level expectations.
• Investigate reported issues using available system tools and resources.
• Validate the accuracy and relevance of each issue by applying system knowledge and business rules.
• Maintain comprehensive records of investigations, resolutions, and follow-up actions.
• Identify recurring issues and contribute to process and system improvement initiatives.
• Log SNOW incidents with development teams when system issues are identified.

Personal Attributes and Skills 

Behavioural skills  

• Tenacity, Stress Management, Persuasion, Client orientation, Analytical thinking 

Technical Skills  

• Analytical, Troubleshooting techniques, Business writing (reports) and Presentation 

Education and Experience

• Matric and/or relevant IT qualification

• Minimum of 2 years’ experience in an IT environment or Health Insurance Industry

• Discovery Health and Inhouse Plan benefit knowledge

• Proficient in MS Office, ServiceNow, BMS and Paradigm

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.