Jobs at Discovery Limited

Key Purpose

The Service Now Developer will provide administration, application development, maintenance, and technical support of the organisation’s ServiceNow Platform by using best practice techniques to configure robust solutions to the customer and ensuring Platform stability.

Areas of responsibility may include but not limited to

• Collaborate with the delivery teams to obtain and analyze/interpret business requirements to purpose sustainable solutions in ServiceNow by following ServiceNow best practices

• Ensure requirements are understood, developed, tested, and delivered to specifications by closing all technical tasks related to configuration and implementation

• Provide software coding and customization including, but not limited to screen tailoring, workflow administration, report setup, data imports, integration, scripting, third party software integrations, and custom application development

• Design, implement, test, and deploy ServiceNow components like business rules, client scripting, UI Policies, ACLs, CSS, Properties, UI pages, Workflows, Contexts etc.

• Build custom applications as needed by the company and where a solution cannot be met with out of box or customized ServiceNow solutions

• Provide ongoing production administrative ServiceNow support, including advanced support via troubleshooting, answer “how to” technical and application configuration questions, implementing bug fixes and root cause analysis

• Collaborate effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests

• Identify system deficiencies and recommend solutions

• Design and develop queries, reports and dashboards

• Design and configure ServiceNow modules and forms

• Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades with the purpose of certifying all applications for use after the upgrade completes

• Mentor and share technical knowledge with service management team

Personal Attributes and Skills

• Ability to work with remote teams and clients

• Be capable of working independently as well as collaboratively across functional borders enterprise-wise

• Work closely with TI and Business teams to develop and enhance ServiceNow capabilities

• Display aptitude in learning new modules based on training materials

Education and Experience

• Bachelor’s Degree or Higher, preferably in Computer Science, Information Systems, or related field

• ServiceNow Administrator Certification

• ServiceNow Developer Certification

• ITIL Certification

• 3+ years of experience in developing and administrating on the ServiceNow platform

• Understanding of ServiceNow Development Platform including, but not limited to, ITSM, ITBM, ITOM, CMDB, and custom developments

• Overarching understanding of ServiceNow Enterprise product suite

• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: ServiceNow API’s, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST

• Web portal development skills, such as HTML, CSS, Angular JS, bootstrap

• Knowledge of SQL, XML, JavaScript, AJAX, and third-party controls

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 with various disabilities to apply.

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About the Central Service Team (CST)

CST is a young, small dynamic team within Health Operations. Its mandate is to be agile, allowing it to quickly assimilate and operationalize new functions and services that require incubation and to curate services that require close links to other specialized teams located primarily in Sandton.
It currently comprises of several specialized services including the Executive Office, Social Media Servicing, Health Underwriting, Conservation, Non-Disclosure and most recently Vitality Purple Service.

Key Purpose

The successful applicant will provide customer service of an excellent calibrecaliber through online channels, and through efficient telephonic and written communication.

•     To provide exceptional client service on online social media channel.
•     Taking note of all mentions and posts regarding Discovery Health
•     To manage the process of service recovery in the instances where service failures have occurred.
•     To respond to online posts timeously
•     To resolve highly escalated queries with urgency and efficiently and still maintain an exceptional level of service delivery
•     Provide feedback to business regarding the nature and root cause of escalations
•     To uphold the Discovery brand at all times, constantly ensuring that one is aligned to Discovery’s voice, tone and social media presence 
•     To uphold at all times the Social Media policy when servicing clients online

Personal Attributes and Skills

The following competencies are required in order to be successful in the role:

•     Extensive and up to date knowledge and competency in Discovery Health product and processes
•     A keen understanding of social media networking platforms
•     A passion for social media
•     To be personally active on either Facebook, or Twitter or Instagram, with own accounts
•     Keen interest in online blogs and / or forums  Shows urgency and passion for servicing
•     Attention to detail
•     Ability to draft written responses of an excellent and consistently professional standard in English, occasionally subject to executive and legal scrutiny.
•     Analytical thinker, detail orientated.
•     Customer focused.
•     Ability to perform in a highly pressurized environment.
•     Works with a high degree of urgency
•     Flexible.
•     Assertive and confident.
•     Diplomatic and tactful.
•     Makes prompt, clear decisions, which may involve tough choices or considered risks.
•     Takes initiative, acts with confidence and works under own direction.
•     Upholds ethics and values. Demonstrates integrity.
•     Establishes good relationships with customers and staff. Builds wide and effective networks of contacts inside and outside the organization. Relates well to people at all levels.
•     Makes strong personal impression on others. Gains clear agreement and commitment from others by persuading, convincing and negotiating.
•     Produces workable solutions to a range of problems.
•     Sets and maintains high standards for quality and quantity.
•     Works productively in a high-pressure environment. 
•     Keeps emotions under control during difficult situations.
•     Handles criticism well and learns from it.
•     Maintains a positive outlook.
•     Adapts well to a constantly changing environment
•     Manages conflict well and in an amicable manner
•     Relates well to people at all levels
•     Makes a strong personal impression on others
•     Accepts new ideas and change initiatives
•     Maintains a positive outlook at work
•     Handles criticism well and learns from it
•     Familiar with the Paradigm system, in order to expedite final changes on policies 
•     An ability to interpret and have an understanding of the claims processes. 
•     Escalated Query management
•     Excellent writing skills

Areas of responsibility may include but not limited to

The successful applicant will be responsible for, but not limited to the following job functions:

•     Monitoring social media websites, including Facebook, Twitter,; Blogs and Forums.
•     Daily client servicing and posting.
•     Moderate forums and chats
•     Dealing with all queries through to resolution.
•     Coordinating own administration.
•     Working according to set targets and metrics.
•     Investigate service related complaints and seek resolutions.
•     Communicating outcomes to complainants verbally and in writing.
•     Enforcing policy, protocol and benefits decisions.
•     Identifying and proposing solutions to process and service related failures.
•     Building and establishing relationships at all levels with external partners and internal departments to facilitate expeditious resolution of queries.
•     Maintaining administration of various social media streams, and the servicing thereof.
•     Adopting the appropriate Discovery Health persona for social media
•     Monitoring and servicing applicable personalities where appropriate
•     Prepare status reports on social media efforts and success rates

Education and Experience    

The successful applicant should have:

• Minimum 2 years customer service experience at CRM level.
• Extensive and up to date knowledge and competency in Discovery Health products and processes
• Proven track record of sustained high performance in your current role.
• Proven incentive or performance track record.
• Excellent written and verbal communication skills in English.
• A keen understanding of social media networking platforms
• A passion for social media
• To be personally active on either Facebook, Twitter and Instagram with own accounts
• Keen interest in online blogs and / or forums
• Experience reading and using analytics to help make decisions

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 with various disabilities to apply.

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Key Purpose

We are looking for Administrator within the Invest New Busines team who is client centric with a passion for Administration and who embrace our core purpose and and values through every interaction.

Areas of responsibility may include but not limited to

• Answer and resolve all calls receive via the New Business Call Centre

• Must have the ability to investigate, resolve and provide feedback on all queries

• Drive first time resolution

• Capture details on Quality centre – service tracker for all queries and calls received into New Business team

• Ability to display ownership on a query up to resolution

• Filter or refer queries to the correct department and provide feedback to requestor

• Capture or record all instructions and information on system

• Maintain SLA within various work pools

• To capture on Quality centre any possible fix or system issues

• To check all relevant required documents is received eg correct application forms, valid bank statement, signed quote

• Amend and update QA errors report when necessary

• To Capture, Quality Assure and activate new investments, issue the relevant policy schedules, and assist with queries relating to the process

• Answer and resolve all calls receive via the New Business Call Centre

Personal Attributes and Skills

Behavioural Competencies:

• Drives Results

• Values Driven

• Optimistic

• Learns on the Fly

• Resilient

• Instils Trust

• People Savvy

• Problem Solver

Additional attributes

• Quality Orientation/Attention to Detail

• Planning and Organizing/ Work Management

• Highly developed writing, communication, and presentation skills

• Self-managed

• Strong delivery focus

• Highly adaptable and resilient (Able to work under pressure and Change Readiness)

• Customer Service Orientation

• Conflict handling

•  Assertiveness

• Time Management

Education and Experience

• Matric

• Related BComm Degree is advantageous

• A minimum of 2 years working experience in an Investment Administrator role within a New Business environment within the LISP industry/platform

• Adequate LISP administration and process knowledge

• Knowledge and understanding of Long-Term Insurance and Pension Fund Legislation on retirement products

• General Computer Literacy with proficiency in Excel, Word and outlook

• Experience using the following systems is an added advantage:

• Compass

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 with various disabilities to apply.