Vacancies at Discovery Limited

Job Purpose

• The Senior Remuneration Specialist will be responsible to:
• Provide specialist advice to business units within Discovery Group, escalated by specialists and Heads of People.
• Conduct research on key areas regarding remuneration and benefits to analyse and predict market trends.
• Conduct market benchmarks for key executive roles on an annual basis.
• Compile reports for REMCO on annual salary reviews, incentive payments, and new remuneration policy proposals
• Conduct annual pay gap analysis for reporting purposes to agencies and integrated annual report
• Draft Annual Remuneration Report covering the Remuneration Policy and Implementation including Single Figure reports for Executive Directors
• Analyse internal remuneration and benefits data and make proposal on addressing identified gaps and issues
• This role will be reporting to the Head of Reward within Discovery People (i.e. Human Resources Department)

Key Outputs may include but are not limited to

• Proactively identifies and analyses the needs of the business by conducting research into remuneration trends and best practices.
• Compile Remuneration Committee submissions at Group and business unit level
• Conduct education to line managers to ensure pay decisions are in line with the remuneration philosophy and the pay construct is understood
• Monitor effectiveness and market competitiveness of incentive schemes by conducting periodic audits and prepare reports
• Maintain an understanding of executive remuneration and interpret trends in order that the executive remuneration and benefits packages remain competitive
• Ensure that remuneration practices are in compliance with current legislation

• Identify and implement opportunities for improvement to existing processes
• As a member of the Reward team, contribute in leading Reward initiatives at Group or business unit level
• Advising business on the Group’s reward philosophy and governance
• Ensure the design of reward practices is compliant with applicable legislation and regulation
• Contribute in identifying business requirements for enhancements to Reward systems.

Work Experience

• 6 to 12 years' relevant experience (with Global Remuneration Professional (GRP) Certificate).
• 12 years remuneration experience

Education / Qualifications / Accreditations with Professional Body

• Bachelors' Degree/3 year Diploma (equivalent to NQF Level 6)
• Global Remuneration Professional (GRP)
• Professional Registration Chartered Reward Specialist with SARA or Global Remuneration professional

Technical Skills or Knowledge

• Sound knowledge of Labour legislation, King III and relevant governance codes that influence sphere of job.
  • Data Analysis
  • Advanced Excel
• International Financial Reporting Standard 2 Share-based Payment

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Key Purpose

The Senior Business Analyst within Product Supply is a critical role that has the responsibility of ensuring that the bespoke systems are managed efficiently, to the benefit of the system users and with a future view on sustainability and robustness.  Due to the fact that the Product Supply Area has such a wide range of functions, the senior Business Analyst role will overlap with various functions / initiatives / responsibilities.

Areas of responsibility may include but not limited to

• Overseeing the current systems team (tasking / reviewing / guiding / mentoring)
• Overseeing/Monitoring the external service provider
• System owner for the whole suite of bespoke developed systems (approx. 9 systems)
• System Analysis
• Business Requirements
• System design
• Ensure audit readiness
• Environment (QA/DEV/PROD) control
• Production Support
• User support
• Data Fixes
• Data Extractions, Investigations & Analysis
• Data migrations
• Report writing and design (Ownership of approx. 600 reports)
• Audit queries
• Compliance queries
• System Overview presentations
• Knowledge Base build up & maintenance
• Constant Technical Debt Servicing on the existing systems
• Version (Stadium\Linx\Office\SQL) upgrades
• Corrective maintenance
• Adaptive maintenance
• Preventive maintenance           
• CONSTANTLY be on the lookout for enhancements/automations that can be implemented in the Product Supply area but also within the bigger Finance Area.  We also often deliver small enhancements/automations to other teams within Discovery Invest – as the need arises
• Regular reporting to stakeholders (Management, Business owners)
• Opportunity to get involved with business during the launch/setup phases of any new initiatives as well as operational exposure to the business

Personal Attributes and Skills

• Drives Results
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Problem Solver

Additional Attributes

• Financial Acumen
• Excellent verbal and written communication skills
• Highly motivated self-starter who takes initiative
• Analysis and Problem assessment skills
• Manages Complexity
• Ability to operate in a pressurised environment
• Ability to function in a team, be self-motivated and disciplined
• Ability to lead others in a constructive way and help them grow
• Ability to identify and implement process optimizations
• Ability to communicate effectively both verbally and in writing
• Ability to manage deadlines and plan, organise and control work-flow
• Ability to investigate and find a resolution
• Ability to inspire
• Ability to plan and organize

Education and Experience

Education

• Matric
• BSc in Informatics / Computer Sciences or related qualification

Experience

• 6 years in IT role at senior level
• Strong system design & analysis skills
• Strong data analysis skills
• MS Excel – must be excellent
• SQL Syntax – must be excellent
• 2 – 3 years of experience in an investment environment
• Exposure to an Investor Registration System – Advantageous
• Exposure to a Fund Administration/Pricing System – Advantageous
• Exposure to 5th generation configuration tools Linx & Stadium – Advantageous

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Key Purpose

To support the design and development of learning and leadership solutions to ensure that Discovery talent develop the skills and competencies to fulfil short and long term business needs.

Areas of responsibility may include but are not limited to

• Develop insights from data and events and use this to support the development of learning and leadership capability solutions.
• Support the development of best in class learning and leadership capability solutions.
• Collaborate with expertise pillars to share current thinking, best practice and ideas to generate the best possible learning and leadership solutions.
• To network with external specialists, communities of practice and academic institutions to identify global Learning and Leadership development themes and issues.
• Support and lead the implementation of new programmes or changes to existing programmes.
• Continually assess and evaluate the costs and benefits of Learning and Leadership development programmes and recommend changes as appropriate.
• To ensure that the systems, processes, policies and tools meet audit requirements and reporting standards 
• Support the design of interventions to ensure all managers have appropriate skills as individuals and as leaders to fulfil the organisation’s strategic ambitions.

Key Competency Areas:

Strategy, Insights and Solutions:

• Networks with experts and communities of practice externally to understand current trends and innovations and develop shared insights and priorities.
• Evaluates impact and results of Learning and Leadership Development programmes to ensure these meet organisation needs
• Articulates HR Learning and Leadership Development priorities at all levels: Metrics, business updates, emerging business needs or share best practice.
• Considers the bigger picture at all times, observing connections, and draw conclusions about the impact of events and activities on each other

Learning and Capability Development:

• Uses Business knowledge and skills gap diagnostic tools to assess the overall current and future Learning and Leadership Development requirements across the organisation. Determines short-, medium- and long-term strengths, gaps and needs.
• Uses internal and external insight to have a deep understanding of the required skills and capabilities to retain a competitive edge.
• Executes regular skills identification exercises across the organisation
• Ensures that business Learning teams & HRBPs understand and are fully engaged with skills identification and the development planning processes.
• Executes mapping exercises with external suppliers to determine potential skills shortages that need to be developed internally

Designing Learning and Development Solutions

• Designs and develops learning and leadership development interventions, collaborating internally and externally to incorporate relevant theories and models
• Works with Learning and Leadership development team to use leading edge interventions and adult learning and leadership theory /methodologies, to innovate on current thinking for Learning programmes
• Works with subject matter experts and takes the instructional design lead in the development of programmes.
• Uses external relationships to gain new insight on best practice interventions in the external marketplace and the evolution of profession
• Designs an appropriate blend of education, face-to-face training, experiential learning, e-learning, coaching and mentoring that are relevant to the learning styles of diverse groups.

Delivering Learning and Development Solutions

• Demonstrates advanced facilitation skills and can build this capability in others
• Facilitates learning events and workshops, delivering content as appropriate
• Ensures Learning Management programmes and communications are consistently activated across all Discovery companies

Supplier Management 

• Develops and maintains effective working relationships with suppliers for learning events/programmes
• Manage third-party learning and leadership development suppliers against agreed standards, contracts or service-level agreements
• Manages some external learning vendor relationships.

Evaluation and Measurement of Programmes:

• Evaluates and continuously improves Learning and Leadership development processes and solutions to ensure that they deliver the intended outcomes – using insight and feedback from HRBPs and pillar expertise leads
• Assesses and evaluates the costs and benefits of global Learning and Leadership Development programmes and recommends changes to improve business performance
• Demonstrates tangible business and performance benefits from pilots of learning interventions, and uses this data to communicate advantages to the business
• Develops processes to evaluate how the organisation's learning and capability plan is impacting the business. Uses feedback to identify gaps or unintended consequences
• Ensure Learning and Leadership development programmes are regularly refreshed

Organisation Development:

• Embeds the Discovery values, leadership charter and behavioural standards into the organisation through Learning and Leadership development programmes
• Supports Capability change programmes by working with pillar expertise teams to ensure they fully understand the rationale behind the programmes
• Anticipates obstacles with dynamic learning and leadership landscape and proactively works to remove them
• Uses analysis of data to measure progress against the planned business case for change, for a global learning programme. Uses this to influence discussion as to next steps with Learning Expertise Leadership
• Understands the rationale behind capability change programmes and is able to communicate this to pillar expertise teams.
• Builds own capability in core change philosophies and coaching practices

Personal Attributes and Skills

Personally credible: Builds and delivers professionalism through combining commercial and HR expertise to bring value to the organisation, stakeholders and peers:

• Considers how best to add value and ensures own expertise is sufficiently developed to do so.
• Shows enthusiasm to broaden own experience, knowledge, skills and self-insight
• Passes on own skills to others, sharing knowledge and experience readily.
• Accepts and acts on feedback on own performance, reacting appropriately to both constructive criticism and praise.
• Offers sensible, impartial advice and is considered as wise counsel.

Role Model: Acts with integrity, impartiality and independence, balancing personal, organisation and legal parameters.

• Has a deep sense of own core values and operates within personal boundaries.
• Consistently acts according to organisational and legal principles and agreed processes
• Delivers to expectations and promises
• Accepts responsibility and takes remedial and developmental action when mistakes are made.
• Deals with personal data and information in a highly professional manner and within the boundaries of relevant legislation.

Education and Experience

• Relevant 3 year degree and / or post graduate 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 living with disabilities to apply.

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Key Purpose

The role of the query analyst is to support both internal and external stakeholders with queries around benefits. Also to liaise with key stakeholders and maintain their relationships. In addition, the administrator will be responsible for identifying trends and to report on them.

Areas of responsibility may include but not limited to

• Build analytics tools that utilise the data pipeline to provide actionable insights into operational efficiency and other key business performance metrics.
• Assemble large, complex data sets that meet functional or non-functional business requirements and align data architecture with business requirements.
•  Processes, cleanses, and verifies the integrity of data used for analysis.
• Liaise and collaborate with relevant stakeholders, providing support to the entire department for its data centric needs.
• Collaborate with subject matter experts to select the relevant sources of information and translates the business requirements into data mining/science outcomes.
• Presents findings and observations to team for development of recommendations.
• Data management sets for:Electricity consumption via
• Municipality/Landlord
• Power meter data
• Solar power
• Generator data
• HVAC
• Water consumption:
• Water meters
• Grey and rainwater
• Other consumption:
• Diesel data
• Gas data (Egoli & LPG)
• Systems data

Personal Attributes and Skills

• Takes initiative and works under own direction
• Works productively in a high-pressure environment
• Relates well to people at all levels
• Expresses opinions, information and key points of an argument clearly
• Responds quickly to the needs of the client and to their reactions and feedback
• Writes in a well-structured and logical way

Interpersonal skills

• Verbal & Written communication skills
• Resilience
• Attention to detail
• Time management skills
•  Excellent problem-solving skills

Education and Experience

•  3 - 5 years working experience building and optimizing data sets. Experience performing root cause analysis on internal and external data and processes to answer specific business questions and identify opportunities for improvement.
•  3 - 5 years strong analytic skills related to working with unstructured datasets.
•  A successful history of manipulating, processing, and extracting value from large, disconnected datasets.
• PowerBI Development experience and development experience
• Knowledge of Microsoft Excel, Word and Outlook
• Proficient with the following computer packages:
• Ms Excel skills
• PowerBI Development experience and development experience

The following are advantageous criteria for the position

• Degree in Information Studies or Information Technology
• knowledge of Power Apps and Power Automate.
• Microsoft Excel / Word / Outlook at an advanced level

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Key purpose

Member of the Health Professional Unit (HPU), Value Based Care (VBC) team are responsible for health Professional risk management. The unit plays a key role in defining and implementing benefit changes and innovations by developing, implementing, and monitoring initiatives that achieve the best possible clinical outcomes with the highest levels of cost efficiency to meet Strategic Risk Management (SRM) and, Discovery health objectives.

Key outputs

• Build a deep understanding of risk management factors that inform client scheme sustainability
• Develop both the clinical and practice management insight into issues that impact care delivery
• Monitor, with the support of the SRM team, key metrics reflecting stakeholder cost and care utilization experience.
• Proactively identify and develop creative, shared value proposals for presentation to risk management and governance forums to address identified client scheme costs, administrative and stakeholder sentiment challenges
• Work within a shared value approach, to ensure successful development and implementation of approved projects
• Develop mechanisms to track the ongoing operations of initiatives and ensure they continue to deliver on intended objectives
• Work closely with Discovery Health service, operational and system teams to ensure the highest levels of responsiveness and service excellence to stakeholders
• Develop and maintain strong relationships between DH and identified stakeholders to for initiative consultation and implementation

Essential experience and knowledge required:

• Medical degree or a degree in Analytics
• 3 to 5 years’ experience in the health care industry
• 2 - 4 years clinical training experience
• Skilled working with Microsoft Office: Excel, Word, PowerPoint
• Understanding of underlying care delivery process
• Consulting acumen
• Knowledge of Discovery Health products and coding
• Strong analytical acumen to be able to develop, guide implementation and track value-based care initiatives and the ability to work collaboratively with analytical teams – advantageous

Advantageous/Preferred Experience and Knowledge:

• At least 5 years of Health Funding or Corporate Health Care experience
• At least 5 years of Product Modeling and Design experience
• At least 5 years’ experience leading successful implementation of business initiatives or strategy

Skills required:

• Structured thinking and problem solving
• Organized time management
• Collaborative team member
• Confidence in doctor and society engagement with the support of the HP engagement team
• Flexibility in handling multiple projects simultaneously
• Taking initiative and working under own direction; self-starter
• Upholding ethics and values; demonstrates integrity
• Analytical and financial modeling

Personal Attributes

• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Drives Results
• Innovation, enthusiasm, and drive
• Inspirational leader who lives the values and believes in the core purpose
• Humble leader
• Treat others with care, dignity, and respect
• Ensures that the business case prevails
• Have a bias for action
• Understand that people are Discovery's greatest asset
• Build an environment for optimal performance

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Key Purpose

Understanding the business requirements and through a structured process documenting, validating and translating it into functional specifications that are used by developers to craft a technical solution. Testing and validating the functionality of the technical solution against the business requirements. Interfacing between the business client and the development team with regards to the business and functional requirements. Ensuring that the business requirements are delivered in the implemented solution. Working with multiple business areas and multiple teams that require deep integration of solutions. Building and maintaining strong relationships with clients and acting as a consultant on the application.

Areas of responsibility may include but not limited to

Act as a consultant to the client on the application

• Participate in client planning forums and advise on solutions
• Challenge the business in their thinking, especially to understand the intent of the business requirement
• Assist business to articulate the benefits they wish to realize with the solution
• Pursue enquiries with clients to understand the "why" rather than the "what" of the business request
• Facilitating the development of a Business Case

Customer Requirements Specification (CRS): 

• Follow a structured process to listen to, understand and document client requirements If needed, facilitate activities like interviews or JAD sessions to expand the understanding of the business requirements
• If required, perform analytical tasks, data extracts, run queries or any other form of analysis to gather information
• Following up with clients to clear up ambiguity and possible misunderstanding
• Documenting the requirements in a Customer Requirements Specifications (CRS) document (which may include UML models, business process documents)
• Ensuring alignment between the Business Case and the CRS
• Review the functional requirements with the client, using appropriate formats such as presentations and walk-through discussions and obtain sign-off on CRS

Product Requirements Specification (PRS): 

• Design and validate the functional solution
• This involves interpreting the CRS into a set of Functional Requirements Specifications (FRS)
• Apply knowledge of the system, interfaces and dependencies to highlight integration aspects that must be considered
• Identify a set of stakeholders that need to be involved in creating and validating the PRS
• Interview business and technical owners, as well as experienced members of the development team (Development Manager, Architect, Business Analyst Senior)
• Identify and Involve other teams and domains that must be integrated to for the solution to work
• Build & demonstrate GUI prototypes, to validate the designs
• Perform modelling & build data models that simulate the solution
• Identify and design a set of test cases/scripts, test scenario's and test data sets to accompany the PRS
• Validate the PRS and Test Basket with the client and identified stakeholders and obtain sign-off
• Solution Proposal: 
• Review the approved CRS and PRS with the development team
• If required, revert back to client or other stakeholders if technical issues require business decisions in order to proceed
• Answer queries from the development team on business or functional aspects of the required solution
• Defend the client business requirements

Project Documentation: 

• Perform Project Management activities, such as providing the client as well as relevant team members with estimates of the duration of tasks
• Provide updates to project schedules
• Maintain and update the scheduling system
• Coordinate work activities between the client and development team (e.g. scheduling JAD sessions)
• Maintain project documentation
• Provide input to technical design, and liaise between the client and the technical team
• Act as a project manager: define & manage risks, define and document scope, update and report on progress, assign tasks and manage delivery
• Manage and prevent scope creep
• If required, conduct a Post Implementation Review (PIR)

Release Notes & Training Material: 

• Update and publish release notes related to the current system changes implemented and notify impacted parties
• Assist trainers with queries or release notes
• Present initiation papers to other teams at the Channel Forums
• Develop procedure manuals for the system (for use by development team)
• Maintain and update the CRS and PRS with any added content
• Upload CRS, PRS and TS to the SharePoint server and load links into the scheduling system
• Keep status updated
• Check documents in and out of system
• During go-live, perform live monitoring of the new system
• If required, make configuration settings/updates, version number changes, workflow and configuration table changes

Query Report: 

• Respond to incidents escalated by the Incidents team
• Log issues in the appropriate issues logging system
• Conduct preliminary analysis on issues
• Provide reporting to Development Manager or PM on project activities and status.

Service Level Agreements: 

• Agree required support functions with business prior to go live, and document in SLA
• During go-live, provide end user support if required
• Be on standby for possible client issues during go-live
• Provide ad-hoc "walk through" support on site with clients
• During go-live, participate in the resolution of serious errors by implementing emergency changes
• Provide assistance when presentations are done to external clients (e.g. Brokers)

Personal Attributes and Skills

Behavioural competencies

• Drives Results
• Passion for delivery and quality
• Values Driven
• Optimistic
• Learns on the Fly
• Resilient
• Instils Trust
• People Savvy
• Drives Results
• Problem Solver

Additional attributes

• Proactive in approach to planning
• Risk Mitigation
• Solution Driven
• A strong delivery focus
• Highly adaptable and resilient (Able to work under pressure and Change Readiness)
• Ability to prioritize and work on multiple tasks simultaneously
• Ability to deal with complex models and their application

Education and Experience

Experience:

• 5 years solid Business Analysis experience with significant exposure within the SDLC, specifically Agile/Waterfall software development
• Strong understanding of business processes and functional requirements

Education:

• Matric
• BSc Comp Sciences / Information Systems or equivalent tertiary qualification (Advantageous)
• Business Analysis Diploma / Advanced Business Analysis qualification or related Business Analysis Certification (Advantageous)
• BPMN Course (Advantageous)

Technical Knowledge:

• PL/SQL – writing/running queries (Beneficial)
• SQL, UML, XML and OO
• Processes: ITIL (Incident, Change, Release, Problem Management),
• Technologies: SQL (Oracle and IBM Netezza), UML, XML and JSON
• Tools: Enterprise architect, Visio, SoapUI (SOAP) / REST client (JSON), Atlassian tool suite (Jira, Confluence)
• Other: Software architecture, facilitating JAD sessions, data modelling techniques, UML Process Design, Industry compliance standards and legislation

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Key Purpose

To enable agile business growth while also pursing cost reduction, transformation and governance. this will extend to providing excellent service in the sourcing, supplier management, negotiations and reporting of procurement of goods and services

Areas of responsibility may include but not limited to

• Develop and maintain Procurement and subcontract plans for bids as required
• Conduct market analysis to establish a database of potential suppliers
• Liaise with Legal to ensure that commercial terms are contracted as per bid proposals
• Co-ordinate contract management for Procurement
• Bid administration
• Co-ordinate and manage site visits
• Ensure compliance to company guidelines, purchasing policies and procedures.
• Maintain a data base of all relevant pricing and ensure this is updated regularly for use on current and future tenders
• Support the administration of all contract price escalation (annual/quarterly) indices, spend rebates
• Work collaboratively and negotiate and engage with stakeholders and suppliers regarding new project tendering process, add value, and measures that can contribute to eventual business acquisition
• Ensure that a professional, consistent approach is taken in relation to all supplier relationships and ensure good communications at all times
• Explore alternate sources for goods, materials and services and consider guidelines where applicable
• Attend meetings and update all stakeholders on issues or concerns, in particular when there is a risk which could prevent the company from meeting tender demands
• Maintain effective working relationships with external customers and /or suppliers with a view to assess or improve the quality of the procurement and purchasing.
• Eliminate poor data quality and loss in cost savings opportunities
• Increase contract coverage and process efficienc

Personal Attributes and Skills

• Proficiency with Microsoft Excel
• Understanding Discovery’s internal structures
• Understanding of Discovery Corporate Identity
• Understand contract terms and risk mitigation
• Decisive and driven by deadlines, bias for action
• Willing to challenge ideas and provide suggestions which are in the best interests of the company

Education and Experience

• Matric
• Bachelor degree, preferably in Commerce, Legal or Business Administration
• 3 years of similar experience

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Key Purpose

The Senior Procurement Manager will be responsible for implementing strategies, Optimising sourcing per category and managing  a team. The successful candidate will also be responsible for managing administration. The candidate will also be required supplier performance.

Key Performance Areas (KPA’s)

STRATEGIC

• Assume a lead role in developing and implementing commodity sourcing strategies based on existing and forecased spend
• Optimise sourcing per category  spend analysis and optimisation with a total cost of ownership approach
• Lead and/or participate on cross-functional teams to ensure that Discovery is leveraging spend and driving best value
• Support internal customers for the sourcing of goods and services. This is accomplished by following established and approved procurement policies and procedures in order to provide the lowest cost consistent with quality and service requirements while maintaining good supplier relations.
• Optimise procurement savings
• Support the administration of all contract price escalation (annual/quarterly) indices, spend rebates
• Maintain effective working relationships with external customers and /or suppliers with a view to assess or improve the quality of the procurement and purchasing.
• Provide technical specialist advice in the negotiating of service level agreements and pricing
• Eliminate poor data quality and loss in cost savings opportunities
• Increase contract coverage and process efficiency
• Manage supplier performance by conducting Quarterly Business Reviews (QBR) with strategic vendors and implementing remedial action to improve poor performance areas.
• Managing the CRES, IT and marketing commodity specialists as direct reports
• Prepare monthly reports for exco and recommend areas of improvement for the procurement division.

OPERATIONAL

• Interface with line planning managers to plan and prioritise purchasing activities
• Interact and communicate with internal stakeholder to ensure that operational SLAs are met
• Interact and communicate with suppliers on a daily basis to resolve transactional issues and gather critical information (invoices, tracking info, tax docs etc.)
• Request competitive quotes and proposals
• Conduct contract pricing validation for all purchase requests under category management responsibility
• Review planned orders, create requisitions for purchased items
• Manage approval processes including the weekly IT forum approval process
• Review, update, and maintain purchase orders until they are closed (receipting)
• Resolving invoice price terms discrepancies to enable order processing
• Make decisions using sound judgment while complying with policies, procedures, appropriate principles and applicable laws and regulations.

REPORTING

• Track SLA targets
• Track Open orders
• Track overall spending
• Track cost savings targets

Qualifications & Competencies

Qualifications & Experience

• A Bachelor’s degree in supply chain/commerce/engineering/industrial psychology
• Minimum 3 Years’ experience in Procurement
• Experience in category management, preferably in IT
• Sage Experience (2 Years’ experience) will be an added advantage

Skills And Competencies

• Able to operate independently and under pressure,
• Able to perform multiple concurrent tasks and responsibilities and to deal with changing priorities while maintaining personal effectiveness
• Strong negotiation skills
• Understand contract terms and risk mitigation
• Able to communicate (orally and in writing) and be responsive to internal customer requirements
• Be decisive and driven by deadlines, bias for action
• Be willing to challenge ideas and provide suggestions which are in the best interests of the company
• Able to work collaboratively with internal customers and other procurement professionals
• Exhibit sound interpersonal skills involving interfacing, coordinating and negotiating with internal customers and suppliers

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Key Purpose

Resolves incidents common to a set of tickets, by analysis of underlying systems, evaluation of alternatives and the coordination of the implementation of fixes. Identify issues from sets of tickets by conducting trend analysis. Provides periodic reporting on incidents, as well as Incident Reports for major outages.

Areas of responsibility may include but not limited to

Incident Initiation Form

• Receive a ticket related to an incident from the service desk (or multiple tickets) and initiate Incident Management Process.

Incident Analysis Board

• Analyse incident trends and liaise with external teams to determine root cause.
• Prepare and publish incident communications as per process.
• Coordinate necessary meetings/discussions with all stakeholders to restore affected services.
• Diagnose possible fixes/work-around, evaluate and eliminate possible causes.
• Evaluate recurring incidents to establish common trends/patterns.
• Initiate Problem Management Process where relevant.

Incident Report

• For major incidents investigate the conditions and document the findings in an Incident Report.
• If required, present the findings in the relevant forums.

End of Day Summary Report

• Create an end-of-day summary report on incidents.
• Contribute to the summary monthly report of the area.

Guidelines, Standards and Reference examples

• Participate in internal forums such as Support Services Work Group and lead work streams, to contribute to the methodology and standards.
• Ensure that knowledge acquired in the Release process is shared within the larger Support community.

Personal Attributes and Skills

Behavioural skills

• Stress management, Time management and prioritisation, Customer/Service orientation, Learning orientation, Analytical thinking

Technical Skills

• Troubleshooting and problem analysis, Business writing, Incident trend analysis (statistical skills)

Education and Experience

• Matric - essential
• ITIL Foundation course – beneficial
• ITIL Practitioner and Microsoft MAP – beneficial
• Minimum 18 months’ experience in Incident Management or Service Desk environment
• Process knowledge of Incident management and ITIL processes
• Technical knowledge of Service desk monitoring and support tools
• Telephone etiquette