Problem Analyst - Life Systems at Discovery Limited

Key Purpose

• To identify, investigate and address high ticket volume\impacting items by resolving the underlying problem root cause and to build in efficiencies to lessen the impact to business and supporting teams.

Areas of responsibility may include but not limited to

• Ensure resolutions are applied that adhere to control procedures, (change and release management).
• Feed into the Known error Database and Service Tool ensuring complete visibility of problems as well as report back on a regular basis to management on high priority items that require escalation and traction.
• Adhere to standard operating procedures and appropriate policies to ensure compliance.
• Make recommendations to enhance process and system functionality
• Determine the absolute cause of the problem by recreating the issues in a test environment, reviewing system design, asking relevant questions to stakeholders and uncovering process and technical failures.
• 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.
• Produce reports per team (monthly) giving an area-specific analysis of all problems. Report, track and present feedback to stakeholders on a regular basis.
• Participate in internal forums such as Support Services Work Group and lead work streams, to contribute to the methodology and standards

Personal Attributes And Skills

• Action Oriented
• Nimble Learning
• Business Insight
• Customer Focus
• Communicates effectively with technical teams
• Instills Trust
• Being Resilient
• Assertive

Education And Experience

• Matric – Essential
• ITIL Foundation certified – Essential
• Enhanced - ITIL Services exam passed.
• Kepner & Tregoe Root Cause Analysis Framework certified – Essential
• ITIL OSA,
• other Computer and related Technical course(s)