Problem Analyst - Health Systems at Discovery Limited

Key Purpose 

Work closely with a passionate Applications Infrastructure support team to identify and investigate problems. The role requires conducting root cause analysis and identification of suitable solutions for the Applications Infrastructure team. 

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 Applications Infrastructure portfolio:

• Conduct trend analysis of series data, both systematically and manually to determine common occurrences and recurring issues.
• Log problems on the problems register.
• Determine the impact of a problem by determining severity, frequency and cost.
• Using impact assessments to determine priority of a problem relative to other problems and business activities.
• Provide updates to the Problem Manager.
• Determine the absolute cause of the problem by various means, including, but not limited to recreating the issues in a test environment, reviewing system design, asking relevant questions to stakeholders.
• Identify interim and long term solutions, taking into account cost effectiveness & ease of implementation.
• Review a business/technical specification prior to development and identify any potential problems that could be created with the proposed solution.
• Also to identify any missed requirements that would lead to future problems.
• Document and present the Problem Reports related to identified problems.
• Provide assessments of risks, impacts, severity, possible alternative solutions, status of investigation and recommendations.
• Produce project management reports per team (monthly) giving area-specific analysis of all problems.
• Participate in internal forums such as Support Services Work Group and lead workstreams, to contribute to the methodology and standards.
• Ensure that knowledge acquired in the Release process is shared within the larger Support community.

Regional Analysts are required to:

• Walk the floor and be available to assist agents who require system support.
• Daily check-ins with top ticket loggers.
• Daily check-ins with all Team Leaders & Service Managers.
• Scheduled engagement sessions with trainers on ticket logging & knowledge sharing regarding the 529help, DTS, and Incident Management processes.
• Assist DTS with new project rollouts when required.
• Buddy/troubleshoot/monitor agents who require system support when required.
• During major outages, the regional analyst is required to be on the floor and feedback findings.
• Escalate system issues with the relevant teams.
• Continuously feedback to Team Leaders on when fixes are going live to address system issues being experienced in the team.
• After fixes are taken live the analyst is required to regularly check-in with impacted agents to gauge whether the change was beneficial.
• Project role outs: ensure regression testing is conducted between various teams.
• Understand the areas of concern within the region and feedback to the various forums.
• Build stakeholder rapport.

Competencies

The successful candidate must demonstrate the following competencies:

• Self-starter who takes ownership, is accountable, and is able to work with minimal supervision.
• Excellent communicator who follows and leads interchangeably
• Results oriented with the ability to work under pressure and juggle multiple concurrent projects with changing priorities and deadlines 
• Strong stakeholder management skills 
• Adherence to risk management rules and procedures
• Able to deal with complexity and migrate between detailed and high level requirements
• Tenacious, stress management ability
• Excellent written and verbal communication skills

Education and Experience

• Matric/Grade 12 Certification
• ITIL V3 Certification
• Minimum of 2+ years’ Problem Analysis experience 
• Strong statistical analysis and reporting
• Experience in problem solving and Root Cause Analysis