Current Vacancies at Hollard Insurance

About the role

As Lead Support Engineer, you will have primary responsibility on end-to-end service delivery of IT infrastructure and network to deliver ongoing operational and business initiative outcomes. You will also be supporting your team to effectively plan, design, develop, test and release IT services under your team’s remit. You will be providing technical expertise to plan and to drive changes and problem resolution to deliver exceptional operational services based on enterprise practices and frameworks

This role reports into our Site Reliability Support function.

Your duties & responsibilities
The key focus areas of this role are:

• Responsible for planning and driving technical changes of IT infrastructure and network services in alignment to business and technology outcomes, including related security changes.
• Be hands-on in designing and implementing solutions to address changes and issues, including coaching and supporting juniors and peers in implementing solutions.
• Provide technical oversight and guidance to team members on overall service operations.
• Support onboarding of resources and vendor partners for effective delivery of IT infrastructure and network services.
• Collaborate and manage relationship with vendor partners, ensuring expected service outcomes and governance processes are observed.
• Responsible to implement technical procedures and policies to effectively manage IT infrastructure and network services.
• Provide technical coordination of infrastructure and network services on delivery releases across product delivery teams.
• Provide support to delivery lead to manage inquiries from customers to promptly work towards providing a solution to the problems with team members.
• Provide support to delivery lead in work estimation and breakdown for timely team delivery.
• Assist in making decisions that will improve service delivery and customer satisfaction.
• Develop and maintain relationship with stakeholders, ensuring expected communication processes are observed.
• Develop good understanding of Hollard’s IT ecosystem.
• Drive towards the realization of enterprise intelligent operations strategy, be an advocate of automation and endorsed practices and frameworks.
• Collaborate with product delivery teams to create an environment of collective accountability and continuous progress.
• Promote a collaborative team environment that fosters creativity, innovation, and knowledge capture/sharing.

Required Knowledge and Experience    
Your knowledge, skills & attributes

• Knowledge acquired awareness and/or expertis
• Excellent understanding of IT infrastructure/network and cloud technologies.
• Excellent understanding of ITIL and ticketing systems.
• Excellent understanding of DevOps and SDLC frameworks
• Excellent understanding of Agile (Scrum/SAFe) frameworks.
• Excellent understanding of work and capacity planning, as well as prioritisation.
• Strong exposure in working with vendor partners.
• Good understanding of CI/CD practices and toolsets.
• Good understanding of ISO27001 and security frameworks is highly desirable.
• Good understanding and exposure to General Insurance is highly desirable.
• Good understanding of IT product management is highly desirable.

Skills acquired awareness and/or expertise

• 10+ years of technical implementation experience with relevant focus in IT infrastructure and network.
• Excellent skills in system engineering within a large IT operations environment, preferably in financial services.
• Excellent skills in service desk (L2/L3) work planning, coordination and solutioning.
• Strong exposure to continuous delivery planning, estimation, work breakdown and prioritisation.
• Excellent verbal, written and presentation skills with the ability to build rapport quickly.
• Ability to explain technical concepts to non-technical audience.
• Ability to work with multiple IT product delivery teams.
• Ability to leverage Agile-driven toolset such as Jira, Azure DevOps, etc.
• Familiarity with modern content management toolset such as Confluence, SharePoint, etc.

Behavioural Competencies

• Strong passion for site reliability, service delivery, Agile practices, process automation, knowledge sharing and collaboration.
• Strong passion for team coaching and leading.
• Able to respond to changing priorities and rapidly evolving requirements that may have a direct impact on services to users
• Proactive, self-starter, autonomous, able to work with minimal direction.
• Critical thinking, ability to challenge ideas constructively and suggest possible solutions.
• Business-minded, pragmatic and result-oriented with sound reasoning skills and the ability to ensure optimal outcomes are achieved.
• Collaborative, flexible with a can-do attitude – team focus with the ability to show initiative and do what needs to be done to help deliver team commitments.
• Ability to work collaboratively and productively with dispersed teams.

Educational Requirements    
Qualifications (Formal study undertaken and completed)

• Tertiary qualification in Computer Science or related Technology discipline preferred.
• IT Service Management certification (e.g., ITIL, PMP, etc.) is highly regarded.

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About the role

As Cloud DevOps Engineer, you will have primary responsibility on operations engineering to deliver ongoing operational and business initiative outcomes. You will be providing DevOps technical expertise to support your team and other IT product teams to deliver services and changes across Hollard’s IT ecosystem, which includes third-party cloud hosted IT platforms, in-house managed cloud, and local data centre IT platforms.

Your duties & responsibilities

The key focus areas of this role are:

• Implement platform provisioning and maintenance solutions, e.g., setting up cloud platform resources, middleware configuration, databases, etc.
• Implement release engineering solutions, e.g., setting up release pipeline, release notes, application deployment, etc.
• Implement operational workflow and orchestration solutions, e.g., job scheduling, file transfer, etc.
• Implement business continuity solutions, e.g., monitoring, backup, recovery, etc.
• Implement workforce computing solutions, e.g., provisioning end user computing resourcing, identity & access management, etc.
• Implement operations automation using configuration and orchestration toolsets, as well as scripting frameworks.
• Triage and undertake root-cause analysis of support incidents and issues.
• Identify, analyse, and resolve operations enablement related issues.
• Contribute to design of operations enablement capabilities, and continuous improvement of them.
• Develop solutions in alignment to enterprise quality assurance and governance practices, be an advocate of DevSecOps practices.
• Support technical work breakdown, estimation, and assignment.
• Develop good understanding of Hollard’s IT ecosystem.
• Collaborate with product owner, capability leads and team members to develop solutions that are fit for purpose and align to the enterprise intelligent operations strategy.
• Work collaboratively with various internal and external stakeholders to implement and to rollout changes.
• Promote a collaborative team environment that fosters creativity, innovation, and knowledge capture/sharing.
• Stay on top of relevant industry best practices and trends, as well as changes to compliance requirements.

Required Knowledge and Experience    
Your knowledge, skills & attributes

• Knowledge acquired awareness and/or expertise
• 2+ years of experience in designing/building solutions targeted at the cloud, preferably Azure.
• Strong knowledge of various DevOps concept, tools, and technologies.
• Strong knowledge of CI/CD and related toolsets, good exposure to Azure DevOps.
• Good experience with cloud infrastructure setup and Infrastructure as Code (IAC).
• Good experience with operations integrations (e.g., system integrations via API, file transfer, etc.).
• Good experience with local data centre resource management and setup.
• Good experience in Agile framework supporting CI/CD processes.
• Good understanding of security and vulnerability management.
• Industry / business knowledge of the Australian Insurance market (preferably with experience of General Insurance) is highly desirable.

Skills acquired awareness and/or expertise

• Strong skills in infrastructure/network fundamentals, administrative toolsets, and Window/Linux scripting.
• Ability to configure and to deploy network and cloud infrastructure resources.
• Ability to perform technical work breakdown and estimation.
• Ability to configure CI/CD toolsets such as Azure DevOps or equivalent.
• Ability to implement modern configuration and orchestration management toolsets (e.g., Puppet, Ansible, Chef, etc)
• Ability to configure and to leverage modern work tracking toolset (e.g., Azure Boards, Jira).
• Ability to explain complex solutions to less technical or experienced audience, customer-first mindset.
• Ability to configure and to deploy network and cloud infrastructure resources.

Behavioural Competencies

• Strong passion for cloud technology and automation with design thinking.
• Able to respond to changing priorities and rapidly evolving requirements that may have a direct impact on services to users.
• Strong communication skills with the ability to build rapport quickly.
• Critical thinking, ability to challenge ideas constructively and suggest possible solutions.
• Business-minded, pragmatic and result-oriented with sound reasoning skills and the ability to ensure optimal outcomes are achieved.
• Collaborative, flexible with a can-do attitude – team focus with the ability to show initiative and do what needs to be done to help deliver team commitments.
• Ability to work collaboratively and productively with dispersed teams.
• Ability to work independently as well as working well within a team and the ability to manage own workload.

Educational Requirements    
Qualifications (Formal study undertaken and completed)

• Tertiary qualification in Computer Science or related Technology discipline preferred.
• Azure and/or DevOps related certifications are highly desirable.

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Your team

• You will work within our newly established Centre of Excellence and be able to help build and grow our 
• Insurance technology practice. You will be working with a number of fellow developers and technical experts 
• who have a passion for delivering quality solutions for the Insurance applications.

Your duties & responsibilities:

• Provide technical leadership and development of Insurance system projects.
• Devise or modify technical solutions to solve problems.
• Design, code, test, debug and document back end programs.
• Collaborate with IT management, project or maintenance team members and other team members to evaluate, design, and provide technical solutions that support the architecture strategy and otherwise contribute to the delivery of cost-effective business solutions.
• Act as an internal technical mentor and consultant.
• Develop sound, cost-effective applications to achieve customer needs.

Required Knowledge and Experience    
Your knowledge, skills & attributes

• Knowledge acquired awareness and/or expertise
• Experience in Insurance software analysis and implementation
• Extensive knowledge and demonstrated ability with GOSU (or Java) programming
• Previous experience with Guidewire is considered a plus

If successful, you will be required to complete a Guidewire certification for this role.

Skills acquired or inherent abilities

• Proven experience with the design, development, modification and deployment of software using Agile methodology, source version control, and release management tools.
• Strong verbal and written communication skills.
• Ability to express complex technical concepts in terms less technical people can understand.

Attributes

• Drive, motivation and innovative thinking
• Strong desire to help others achieve within a team environment
• Professionalism
• Empathetic leadership ability with uncompromising focus on results
• A desire to establish a Guidewire practice from the ground up and shape it for the future

Educational Requirements    

• Qualifications (Formal study undertaken and completed)
•  Bachelor’s degree in Information Technology or equivalent degree required.
•  Five or more years developing software or web applications, including experience with an object-oriented language, required.
•  Five or more years working with Gosu, SQL, Java, SOAP or Restful web services, JavaScript, XML, Git or a similar version control / source code         management tool is desired.
•  One or more years of insurance or financial industry background is desired.

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About the role

• As Business Technology Solutions Analyst, you will have primary responsibility on end-to-end requirements engineering to deliver ongoing operational and business initiative outcomes. You will also be supporting your team to provide end-to-end quality assurance of IT products under your team’s remit.   

You will have an initial focus on Hollard’s claims & supply chain IT products.

Your duties & responsibilities

The key focus areas of this role are:

• Partner, liaise and develop meaningful and lasting relationships with internal and external stakeholders across business and respond to questions and concerns from managers and executives.
• Define and validate current as-is and to-be processes and provide recommendations for process/system improvements in consultation with stakeholders.
• Identify and translate business requirements into solution design, in partnership with process owners, architects and developers
• Conduct workshops and meetings with Subject Matter Experts within business and technology teams, to elicit and to review requirements and documentation in a collaborative way.
• Evaluate, examine, and communicate business and technical requirements on a continuing basis.
• Triage and undertake root-cause analysis of support incidents and issues.
• Assist your team in tracking application issues and provide clear feedback on potential changes or improvements where applicable.
• Identify, analyse, and support resolution of application issues.
• Provide support on change verification activities as agreed with stakeholders.
• Provide support to develop test plans, to conduct/validate testing of application changes, to present test results to a range of stakeholders to obtain sign-off for deployment.
• Develop good understanding of Hollard’s claims and supply chain IT products.
• Support product owner and team to deliver product feature roadmaps in alignment to enterprise Agile delivery practices.

Required Knowledge and Experience    
Your knowledge, skills & attributes

Knowledge acquired awareness and/or expertise

• 5+ years of experience as a Business Technology Solutions Analyst (with QA experience) preferably within an insurance or financial services operation and within an IT role.
• Extensive experience in analysing and interpreting software applications and providing recommendations.
• Extensive experience in requirements engineering, business analysis and documentation.
• Solid experience in translating business needs into actionable product backlog items (user stories) and documentation meaningful to both business stakeholders and developers.
• Solid knowledge of Claims administration applications.
• Solid knowledge of Claims supply chain integrations.
• Familiarity with various data structures and formats (e.g., XML, JSON) is highly desirable.
• Good exposure in delivery using modern work tracking toolset (e.g., Azure Boards, Jira, etc) is highly desirable.
• Good exposure to Guidewire Claims is highly desirable.
• Good exposure to testing activities and toolset is highly desirable.
• Industry / business knowledge of the Australian Insurance market (preferably with experience of General Insurance) is highly desirable.
• Skills acquired awareness and/or expertise
• Strong analytical skills with an attention to detail, advanced problem-solving skills.
• Strong stakeholder management and customer-focused relationship skills.
• Excellent verbal and written communication skills, and the ability to articulate, advocate and influence decisions across multiple levels within organisation and bring people on the journey.

Ability to facilitate workshops.

• Ability to communicate complex technology concepts at an appropriate level.
• Ability to recognise customer requirements and provide appropriate alternatives and solutions to meet those requirements.
• Advanced skills in using Microsoft Office applications (Word, Excel, Visio, and PowerPoint).
• Ability to perform work breakdown and estimation.
• Ability to leverage modern work tracking toolset (e.g., Azure Boards, Jira) to track product backlog items (user stories).
• Ability to produce functional and non-functional documentation for both business and technical audience.

Behavioural Competencies

• Strong passion for claims and supply chain processes with design thinking.
• Strong passion for team coaching and leading.
• Able to respond to changing priorities and rapidly evolving requirements that may have a direct impact on services to users.
• Strong communication skills with the ability to build rapport quickly.
• Critical thinking, ability to challenge ideas constructively and suggest possible solutions.
• Business-minded, pragmatic and result-oriented with sound reasoning skills and the ability to ensure optimal outcomes are achieved.
• Collaborative, flexible with a can-do attitude – team focus with the ability to show initiative and do what needs to be done to help deliver team commitments.
• Ability to work collaboratively and productively with dispersed teams.
• Ability to work independently as well as working well within a team and the ability to manage own workload.

Educational Requirements    
Qualifications (Formal study undertaken and completed)

• Tertiary qualification in Information Technology, Analysis, or related discipline preferred.
• Formal Business Analyst Qualifications or Certifications (e.g., Lean Six Sigma, BABOK) preferred.