Production Support Analyst - Sandton at Discovery Limited

Key Purpose

• Production support provides business with the support it needs to effectively conduct business using our bespoke systems. The role requires analysis of incoming request and appropriate response to those requests. Incoming requests can be categorized into various categories, and based on the category, appropriate steps are taken for the resolution.  The nature of our business is evolutionary, and we are continuously enhancing our system to enable business processes.  The product support person will be required to become familiar with our processes and how the system changes affect those processes. The product support person will be able to analyse the root cause when we have an increase in request volume or requests that come in after a software feature is released. The position requires an understanding of SQL DML so that appropriate pre-built data scripts can be used for the remedy of certain categories of incoming requests. Strong communication skills are required for the resolution of requests with our end users. The product support person will work with our team of developers if there are requests that cannot be resolved at the point of first contact with product support.

Areas of responsibility may include but not limited to

• Management of first line support queue
• Business User support and knowledge sharing
• Issue identification, categorization and resolution
• Root cause analysis
• Adherence to SLA’s
• Comprehensively documenting problem investigation and solutions
• Engaging with resources throughout the Business, Business Architecture, Technical Governance, Development and Testing teams to ensure all relevant information is considered in resolution of first line support tickets

General:

• Ability to communicate clearly, constructively and effectively. Easily able to follow and participate in technical, business process, and other discussions. Able to build business relationships with other members of team and the business areas we support.

Personal Attributes and Skills

• Action orientated go-getter
• Quick learner, Independent thinker with initiative
• Problem solver: Obsessive about finding solutions
• Able to plan, organise and prioritize work
• Ability to multitask
• Ability to work under pressure
• Ability to work independently and as part of a team
• Excellent communication skills
• Willing to work overtime when required

Education

• Grade 12
• Computer Science or Information system degree or diploma

Experience

• At least 2 years’ work experience

Required Core Competencies

Using a rating scale of 1 to 5 (where 1 = beginner and 5 = expert)

• Understanding of Object Orientated principals and programming language fundamentals [3]
• SQL  [3]

Working knowledge of:

• Software development within SDLC
• Software Testing
• SQL DML: Commands such as inserting, updating, deleting, and querying data within database tables.
• SQL Joins: Commands such as Inner join, left join, right join, full join, cross join.
• SQL report writing
• Excel

Advantageous Experience

• REST Web services
• JSON
• Business Process Management Tools
• Knowledge of Short Term Insurance industry