Support Analyst

Discovery – Insure

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 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

Application Support Analysts provide application maintenance and support to organizations and companies to minimize service disruption and facilitate operations. They investigate problems with software applications, diagnose root causes, and work on fixing them. Their job entails the development and integration of various code fixes that can be reused by any staff involved in a similar function.

Application Support Analysts are also responsible for identifying known errors and problem trends and for finding permanent solutions. They frequently help with training of new staff and provide expert advice and support to departments across the organization. They are also tasked with defining application support standards and processes and writing the related documentation.

Areas of responsibility may include but are not limited to

• Provide support to business users and investigate data discrepancies and application errors and propose modifications and enhancements to existing applications to improve their functionality or address any issues that arise.
• Primarily responsible for accurate problem identification, system fixes, and resolution.
• Implements a wide range of creative solutions and uses judgment based on deep technical knowledge to determine the best course of action to resolve technical issues that pose a significant risk to the firm and/or affect a large number of users
• Conduct issue resolution, root cause analysis and remediation.
• Working closely with cross functional teams across the organization.
• Knowledge of the production support processes such as incident case management, logging, prioritization of issues and status updates to various levels of management.
• Escalation Level Production Support duties; optimize application's stability and performance through utilization of internal and external resources.

Personal attributes and skills

• Time Management
• Telephone etiquette
• Communication
• Listening
• Conflict handling
• Soft-skills
• Report writing
• Technical skills

Education and Experience

Education:

• Matric (Essential)
• IT/Software qualification (Essential)

Minimum Experience:

• 1-2 years’ experience as a Support Analyst (Essential)

• SQL knowledge with at least 1 year experience (Essential)

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.