Problem Analyst at Discovery Limited

Key Purpos

• To identify, investigate and address high ticket volume\impacting items by resolving the underlying problem root cause and to build in efficiencies to lessen the impact to business and supporting teams.

Areas of responsibility may include but not limited to

• Ensure resolutions of major incidents are applied that adhere to control procedures, (change and release management).
• Feed into the Known error Database and Service Tool ensuring complete visibility of problems as well as report back on a regular basis to management on high priority items that require escalation and traction.
• Adhere to standard operating procedures and appropriate policies to ensure compliance.
• Make recommendations to enhance process and system functionality
• Determine the absolute cause of the problem by recreating the issues in a test environment, reviewing system design, asking relevant questions to stakeholders and uncovering process and technical failures.
• Review a business/technical specification prior to development and identify any potential problems that could be created with the proposed solution. Identify any missed requirements that would lead to future problems.
• Produce reports per team (monthly) giving an area-specific analysis of all problems. Report, track and present feedback to stakeholders on a regular basis.
• Participate in internal forums such as Support Services Work Group and lead workstreams, to contribute to the methodology and standards

Education and Experience

Essential

• Matric
• ITIL Foundation certified
• ITIL Services exam passed. Kepner & Tregoe Root Cause Analysis Framework certified
• ITIL OSA, other Computer and Technical qualifications and experience in problem solving
• At least 1 year experience in problem management
• At least 2 years experience in an IT service role

Advantageous

• Degree or Diploma in Information Technology (or equivalent).

Technical Skills or Knowledge

Essential

• Processes - Problem Management. Familiar with all implemented ITIL processes
• Technologies - Familiar with Call Centre management suites (Avaya, Call Master) and monitoring tools
• Statistical analysis and reporting, Problem solving, Root Cause Analysis, Technical Report writing
• Strong proficiency in MS Word, MS Excel, MS PowerPoint and MS Outlook

Advantageous

• Knowledge of the Life Insurance market