Claims IT Support at Old Mutual South Africa

Duties

• Work as part of our iWyze IT Support team providing 1st and 2nd level support to office workers, work from home users and all of their devices and in-house applications in the claims environment
• Microsoft Windows & Office Application Support
• Troubleshoot and establish the root cause of the reported problems in a timely manner using available resources within iWyze Claims
• Ensuring tickets are logged on Jira and maintaining updates and information in line with procedures
• Collaborate closely with our software development team and escalate issues to Engineers
• Train end users on usage of computer hardware and software
• Document processes and compile user manuals
• Work with company leadership to define project objectives, processes, policies, procedures and rules
• Explain and document technical issues in a clear way to business and end users
• Get management approval or approve alterations in rules, procedures and policies
• Inform stakeholders regarding claims project goals and expected deliverables
• Resolve claims project related problems within their area of expertise
• Fact-checking other professionals on the project to ensure data and information accuracy
• Provide feedback to project team throughout creation, testing and rollout of claims deliverables
• Working with iWyze leadership to create testing scenarios and validate test results
• Perform user-acceptance testing at the end of the project
• Validate claims deliverables produced by a project
• Create project related documentation and training manuals
• Teach or train claims project employees and consumers
• Communicate with iWyze stakeholders regarding claims project progress
• Continuous improvement – review key processes to identify gaps between customer requirements and current outputs and to identify key variances
• Achieve a satisfactory level of technical and professional skill or knowledge in position-related areas
• Monitoring – determine which systems, processes or areas need to be monitored; identify what information needs to be obtained

Minimum Requirements

• Excellent health track record
• RE 5
• Further Education and Training Certificate (FETC) in Short-term Insurance
• At least 5 years work experience in Short-term Insurance Claims and Underwriting
• Sound knowledge and understanding of short-term insurance claims and underwriting operations (essential).
• Must have sufficient understanding of the life cycle of a short-term insurance policy and related risk management
• Must have sufficient understanding of the System Development Life Cycle (SDLC)
• Minimum of 1-year experience in an IT support/technician role
• Experience working on projects (e.g. deployment/migrations/desktop rollouts)
• Demonstrate experience as an application support
• Advanced proficiency in determining the causes of application errors
• Networking knowledge of TCP/IP, DHCP, DNS, HTTP, HTTPS, ICMP
• Some background in MS SQL to write basic queries
• Exposure to or work experience on Jira
• Exposure to or work experience on Sailpoint
• Exposure to or work experience on TIA Forms and TIA ADF
• Exposure to or work experience on Connex
• Exposure to or work experience on WyzeHub
• Computer literate

Advantageous

• Tertiary Qualification in IT
• Microsoft 365 Certified
• CompTIA A+, N+

Skills Required

• Excellent written and verbal communication skills in English
• A customer focused attitude towards work and delivering service
• Strong troubleshooting and critical thinking skills
• Excellent analytical skills
• Investigation and diagnostic skills
• Empathy with users
• Takes ownership of work, sets goals/plans, takes initiative
• Ability to work under pressure and deliver under tight deadlines
• Strong can-do attitude to learning new technologies, following procedures and solving problems
• Work with minimal supervision as well as within a team environment
• Data analysis
• Training skills
• Delegating skills
• Coordinating skills
• Business acumen
• Full time availability and after hours standby may be required from time to time based on operational requirements
• Leadership skills
• Attention to detail
• Deep understanding of a subject
• Commitment to relevancy
• Time management

Closing Date

10 February 2023