Query Analyst (Junior) at Discovery Limited

Key Purpose 

• The Query Analyst (Junior) will primarily handle Discovery Health claims system issues raised by various business units via Paradigm inquiries or incidents logged on the ServiceNow (SNOW) platform. The role requires strong knowledge of Discovery Health product, rules, and systems to validate and assess the impact of each issue, ensuring accurate and timely resolution.

Areas of responsibility may include but not limited to 

• Review and respond to Paradigm inquiries and SNOW incidents
• Ensure daily completion of allocated inquiries in line with service level expectations.
• Investigate reported issues using available system tools and resources.
• Validate the accuracy and relevance of each issue by applying system knowledge and business rules.
• Maintain comprehensive records of investigations, resolutions, and follow-up actions.
• Identify recurring issues and contribute to process and system improvement initiatives.
• Log SNOW incidents with development teams when system issues are identified.

Personal Attributes and Skills 

Behavioural skills  

• Tenacity, Stress Management, Persuasion, Client orientation, Analytical thinking 

Technical Skills  

• Analytical, Troubleshooting techniques, Business writing (reports) and Presentation 

Education and Experience

• Matric and/or relevant IT qualification
• Minimum of 2 years’ experience in an IT environment or Health Insurance Industry
• Discovery Health and Inhouse Plan benefit knowledge
• Proficient in MS Office, ServiceNow, BMS and Paradigm