Job Opportunities at Discovery Limited

Key Purpose

Operational management of the Desktop Support (ECP) Team with focus on delivering service excellence within agreed SLAs.

Areas of responsibility may include but not limited to

Day to day Operational and People management:

• Time and attendance management.
• Management of all incoming Incidents, Requests and Workflows to ensure tickets are acknowledged and processed within quality standards and SLAs.
• Analysis of SLA and ticket volume reporting to understand trends and target improvements with a focus on reduction of volume to the IT Service Centre.
• Workforce management to ensure adequate staffing during support hours.
• Daily, weekly and monthly operational and service level reporting.
• Maintain and review quality assurance standards for inclusion in Engineer Incentives.
• Monthly 1:1 performance reviews with staff with a focus on performance improvements.
• Identify top performers within the Team for inclusion in the Team performance awards.
• Track and manage all instances of low performance through formal performance improvement plans.
• Performance Conversation and career development of all direct reports.
• Represent the Desktop Support function in meetings and relevant forums.
• Act as a technical and project resource for all new service take-ons within the environment.

Escalation Management:

• Acknowledge and manage all Escalations to Resolution.
• Monitor Escalation trends to identify improvement actions.
• Ensure an effective Escalation management process is in place and reviewed to ensure relevance.

Continual Service Improvement:

• Actively identify opportunities and implement initiatives to improve SLA adherence, Engineer productivity and efficiency, process optimization, automation, shift-left opportunities and User Self-Service take up.
• Ensure effective Knowledge Management within the Team.

Personal Attributes and Skills

• Strong technical ability.
• Attention to detail.
• Ability to translate statistical and trended data into opportunities for improvement.
• Strong people management skills.
• Able to engage effectively across all levels of the organization.
• Able to operate effectively in a high volume, pressurized environment.
• Able to adapt to changing circumstances.
• Results driven with a strong Customer Service focus.

Education and Experience

• Matric
• A+; N+; MCSE
• ITIL Foundation
• Previous experience in a Desktop Support and / or Technical Back Office Support environment
• Previous Mac support advantageous

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

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Key Purpose

Operational management of the 529Help Team with focus on delivering service excellence within agreed

Service Levels and maintaining the required levels of Customer Satisfaction.

Areas of responsibility may include but not limited to

Day to day Operational and People management:

• Time and attendance management.
• Management of all incoming Contact Channels to ensure contacts are acknowledged and processed within quality standards and SLAs.
• Analysis of interval, SLA and ticket volume reporting to understand trends and target improvements.
• Workforce management to ensure adequate staffing during support hours.
• Daily, weekly and monthly operational and service level reporting.
• Maintain and review quality assurance standards for inclusion in Agent Incentives.
• Monthly 1:1 performance reviews with staff with a focus on performance improvements.
• Identify top performers within the Team for inclusion in the Team performance awards.
• Track and manage all instances of low performance through formal performance improvement plans.
• Bi-annual Performance Conversation and career development of all direct reports.
• Ensure Service Desk processes are documented and maintained (SOPs).
• Ensure Service Take Ons are introduced in to the Service Desk in a structured and formalized manner.
• Ensure that a relevant training is conducted to equip Agents to provide effective support.
• Represent the Service Desk in meetings.

Escalation Management:

• Acknowledge and manage all Escalations to Resolution.
• Monitor Escalation trends to identify improvement actions.
• Ensure an effective Escalation management process is in place and reviewed to ensure relevance.

Continual Service Improvement:

• Actively identify opportunities and implement initiatives to improve SLA adherence, Agent productivity and efficiency, process optimization, automation and User Self-Service take up.
• Ensure effective Knowledge Management within the Team.

Personal Attributes and Skills

• Attention to detail.
• Ability to translate statistical and trended data into opportunities for improvement.
• Strong people management skills.
• Able to engage effectively across all levels of the organization.
• Able to operate effectively in a high volume, pressurized environment.
• Able to adapt to changing circumstances.
• Results driven with a strong Customer Service focus.

Education and Experience

• Matric
• A+; N+;
• MCSE preferable
• ITIL Foundation preferable
• Service Desk experience in a senior or supervisory capacity.
• Must have working experience with all desktop & Microsoft software platforms.

EMPLOYMENT EQUITY   

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people 

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Key Purpose

Within the Benefit Management System area, the Java Developer must work together with Business Analysts, System Architects and Managers, to understand the overall business needs and the requirements; design the system solution using various approaches and technologies and implement the designed solution in the system with high quality source codes.

The Java Developer will support the projects throughout the project lifecycle, including requirements, design, implementation, release, and post release support.

The Java Developer (Intermediate) in the Benefit Management System area must be able to technically support and maintain the deployed applications on dev, test, and production environments.

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 Benefit Management System portfolio:

• The system development life cycle and involvement in each stage the defined system development tools, processes, and workflows
• Part of the team in distinguishing between business, functional and non-functional requirements and how to implement them
• Delivery of high-quality source code and the technologies used and the systems components’ structure
• Develop, test, and maintain the deployed application software with high quality
• Analyse, maintain, and enhance existing application and troubleshoot issues with efficiency
• Perform accurate development estimation

Competencies

The successful candidate must demonstrate the following competencies:

• Software release management
• Solution Design and Implementation
• Software testing and Test-Driven development
• Software deployment and maintenance
• Change control
• Time management and prioritization
• Analytical and problem-solving skills
• Self-starter who takes ownership, is accountable, and can work under minimum supervision
• Excellent written and verbal communication skills
• Can help with quality assurance and provide comments

Education and Experience

• BSc Computer Science or equivalent 3-year IT qualification
• 3+ source code Java (version 8) development experience (support and maintenance)
• Deep understanding of the Spring Boot Framework, Hibernate
• WebLogic, JBoss Application Server experience  
• Presentation layer development (JSP, JavaScript, Angular 6, jQuery)
• SOAP, REST, XML, XSLT, Web Services experience  
• Maven, ANT build scripts
• JMS, Tibco EMS experience  
• Java Batch Scheduling (Flux, Quartz) experience 
• Knowledge with Business Rules Management Frameworks and continuous integration
• Experience with DevOps (Atlassian Suite) and Linux (L5, LVS, Apache)
• Experience with containerization virtual systems (Kubernetes, OpenShift, Docker)
• Exposure to an agile methodology driven environment
• Experience in the delivery and deployment of projects within the SDLC within a high-pressure complex environment

EMPLOYMENT EQUITY   

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply

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Key purpose

This position is based in the Discovery Connect Sales call centre, and reports to the sales team leader. The successful individual will be required to conduct Discovery Vitality telesales.

Key Outputs

The successful individual will be required to perform on, but not limited to the following key outputs:

• Achieve Vitality Sales target
• Communication to members telephonically via fax and email
• Attending to general administration
• Conduct Financial Needs Analysis
• Achieve quality target
• Overcome objections
• Adhering to service level agreements
• Personal attributes and skills

The successful individual will be required to demonstrate the following competencies:

• Target Driven
• Team Player
• Goal orientated
• Self motivated
• Ability to perform under pressure
• Adapt to change
• Persuasiveness
• Resilience/Tenacity
• Sound Time Management
• Self managed
• Attention to detail
• Ability to learn quickly and apply knowledge
• Speak fluently (accent neutral) English/Afrikaans

Qualification & Experience

Matric

• At least 2years sales experience, preferably in an outbound telesales environment
•   Minimum 1 year Vitality product knowledge, Discovery Vitality Knowledge is an advantage
• PC literacy, email, word, excel
• Tertiary qualification an advantage

EMPLOYMENT EQUITY   

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

go to method of application »

Key Purpose

The Template Developer (Intermediate) will join a team of Developers who understand the customer requirements for medium complexity templates within DHS Acquisition & Billings division. Testing and validating the developed template against the customer requirements. Interfacing between the customer, test team and source development team with regards to the requirements.  The role of the Template Developer (Intermediate) is to ensure that the customer requirements are delivered in the implemented solution. The role also extends to building and maintaining strong relationships with customers and acting as Consultant on the application.

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 Acquisition & Billings portfolio:

• Follow a medium complexity XML structure, understand customer requirements
• Understand customer requirements
• If required, facilitate activities like interviews or JAD sessions to expand the understanding of the business requirements
• Review the functional requirements with the customer
• Obtain sign-off on developed templates
• Update and complete tasks logged on the Trending document repository and Jira project board
• Review the approved specification
• If required, revert back to customer or other stakeholders if technical issues require business decisions in order to proceed
• Answer queries from the development team (E.g. Java development team)
• Check that the solution is uploaded correctly in Development environment
• When required, make configuration settings/updates, version number changes to the template.
• Conduct post go live check
• Respond to incidents escalated 
• Log issues in the appropriate issues logging system
• Conduct preliminary analysis on issues
• During go-live, provide end user support if required
• Be on standby for possible customer issues during go-live.
• During go-live, participate in the resolution of serious errors by implementing emergency changes
• Competencies

The successful candidate must demonstrate the following competencies:

• Proactive distribution of value-add research to team
• Stakeholder relationship management
• Self-starter who takes ownership, is accountable, and is able to work with minimal supervision
• Passionate about technology and development
• Results oriented with the ability to work under pressure and juggle multiple concurrent projects with changing priorities and deadlines 
• Strong analytical and problem solving skills
• Able to deal with complexity and migrate between detailed and high level requirements
• Excellent written and verbal communication skills

Education and Experience

Relevant IT degree level education (BCom, BSc or National Diploma in information systems or computer science)

• Matric with English and Mathematics
• Minimum of 3+ years’ experience in similar role
• Experience with XML SPY, XSL - FO, HTML, Transform,
• Strong experience in ITIL (Incident, Change, Release, Problem Management), CMMI, PCMM
• Experience in SQL queries, entity diagram mapping, solution architecture and process mapping
• Exposure to Agile methodology
• Beneficial experience in Functional Testing
• Beneficial experience in DSY product knowledge

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

go to method of application »

Job Description

• Identifying sales opportunities.•Answering inbound calls timeously and making required outbound calls
• Co-ordination of own administration
• Identifying sales opportunities
• Maintaining accurate details and statistics of all queries

Key purpose

• This position is based in the Discovery Connect Sales call centre, and reports to the sales team leader. The successful individual will be required to conduct Discovery Insure telesales.

Key Outputs

• The successful individual will be required to perform on, but not limited to the following key outputs:
• Achieve Insure Sales target
• Commuanication to members telephonically via fax and email
• Attending to general administration
• Conduct Financial Needs Analysis
• Achieve quality target
• Overcome objections
• Adhering to service level agreements
• Personal attributes and skills
• The successful individual will be required to demonstrate the following competencies:
• Target Driven
• Team Player
• Goal orientated
• Self motivated
• Ability to perform under pressure
• Adapt to change
• Persuasiveness
• Resilience/Tenacity
• Sound Time Management
• Self managed
• Attention to detail
• Ability to learn quickly and apply knowledge
• Speak fluently (accent neutral) English/Afrikaans

Qualification & Experience

Matric

• At least 2 years sales experience, preferably in an outbound telesales environment
• Minimum 2 years short-term product knowledge, Discovery Insure Knowledge is an advantage
• PC literacy, email, word, excel
• Tertiary qualification an advantage
• NQF5 and RE5 qualification

Employment Equity  

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.