Problem Analyst (Junior) - Health Systems at Discovery Limited

Key Purpose  

• Work closely with a passionate Applications Infrastructure support team to identify and investigate problems. The role requires conducting root cause analysis and identification of suitable solutions for the Applications Infrastructure team.  

  Areas of responsibility may include but not limited to:  

The successful candidate will be required to perform but not limited to the following key outputs in respect of the Applications Infrastructure portfolio: 

• 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 Problem 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 
• Also to 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 

Competencies  

The successful candidate must demonstrate the following competencies: 

• 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 
• Tenacious, stress management ability 
• Excellent written and verbal communication skills 

Education and Experience 

• Matric/Grade 12 Certification 
• ITIL V3 Certification 
• Minimum of 2+ years’ Problem Analysis experience  
• Strong statistical analysis and reporting 
• Experience in problem solving and Root Cause Analysis