Application Support Analyst at Momentum Metropolitan Holdings Limited

Requirements

• Relevant B-degree or Diploma
• 4 - 6 years Business experience
• A solid understanding of business processes (i.e. claims, refunds, CPI, reinstatements, alterations, premium allocations, term expiry, retirement etc)
• Solid understand of PDS (Old and New route) as well as the ability to perform data base updates.
• Experience in Operations will be an advantage.
• Proficient understanding of the financial service industry and Momentum products
• Proficient in Excel as well as SQL (able to write scripts from scratch)

Duties & Responsibilities

Responsibilities and work outputs

These phases typically include the following activities:

• Application Monitoring
• Monitors the application to detect and resolve issues (errors) that may impact functionality or performance.
• End user satisfaction.
• Directly responsible for end user including client and/or adviser satisfaction.
• Analysing and troubleshooting issues to identify root causes and potential solutions.
• Providing technical support (2nd line) to end users.
• Answering questions about the features and/or resolving issues.
• Ensuring that the application is updated by the IT Support team / DevOps as and when needed.

Collaborating with relevant developers and other stakeholders such as business system analysts, QA, project management and end-users to:

• Support upgrades & enhancements.
• Prioritise and address issues and importantly also;
• Enable temporary / tactical workarounds for incidents.
• New feature requests needed.
• Perform routine maintenance tasks to ensure the applications are up-to-date and functioning optimally.
• Improve monitoring and alerting.
• Maintain a high grade of documentation and knowledge bases to support end-users and other stakeholders.
• Accountable for end-to-end processes.

Business Continuity

• Responsible for ensuring the application is running smoothly, and as per signed off business specifications process flow, as well as addressing any issues that may arise to minimise the risk of disruptions.

Cost saving and efficiencies.

• Responsible for identifying and addressing any issues with the application, that will minimise costs and ensure that Mmerge is operating effectively and efficiently.

Regulatory compliance.

• Ensure that insurance systems are compliant with regulatory requirements, such as those related to data privacy, security, and financial reporting.

Maintain robust applications

• Analyse and improve processes, quality, productivity and efficiency.
• Take an active role in incident and problem management, proactively bring issues and problems to the attention of the team.
• Communicating with end users and other support teams to notify of incidents and resolution thereof.
• Investigations of system failures, writing queries to identify the causes of incidents and process failures.
• Identify and implement workarounds for incidents.
• Proactively enable 2nd line support to resolve incidents.
• Daily monitoring of systems and processes.
• Proactively improve monitoring and alerting
• Prioritisation of a backlog of bugs and fixes.
• Play an active role in projects from an operations perspective, pre-production or go-live stage.
• User acceptance testing before any implementation is critical to ensure systems function as expected.
• Work as part of a cross functional team.
• Maintain Business Continuity documentation.
• Perform Product house administrational duties to support the business process.
• Compiling and maintaining of system functional documentation for the use of internal training and business continuity.
• In addition, at Mmerge the ASAs are also involved in the earlier phases of the SDLC, such as:
• Reviewing requirements
• Participating in testing in pre-production and/or go-live stage
• As this role works with software applications to support business outcomes it requires very strong technical and analytical skills, and the ability to collaborate with cross-functional teams.

CLIENT

• Provide authoritative, expertise and advice to clients and stakeholders.
• Build and maintain relationships with internal stakeholders.
• Deliver on service level agreements in order to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers and stakeholders.
• Positively influence and participate in change initiatives.
• Continuously develop own expertise in terms of professional, industry and legislation

Knowledge

• Contribute to continuous innovation through the development, sharing and implementation of new ideas.
• Take ownership for driving career development.

Competencies

• Analytical thinker.
• Actively live the company values.
• Self-Starter.
• Ability to work independently and as part of a team.
• Customer/ Stakeholder Commitment.
• Drive for results.
• Able to see the bigger picture i.e. understand how current process fits into new transitioned process and identify possible gaps and manual processes.