Discovery - VitalityHealth Systems

 

Support Analyst

 

About Discovery

 

Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.

 

About VitalityHealth Systems

 

VitalityHealth, is a UK-based company specialising in private medical insurance sold to the UK market. The company is a subsidiary of Discovery Limited and alongside VitalityLife and Vitality Corporate Services it forms Discovery Limited's UK insurance offering. Working for VitalityHealth, you'll experience an exciting mix of creativity and innovation, within a framework of challenging objectives and a passion for delivering the best. We think work should be fun and sociable, and we want our people to get the most out of every day. Our people are chosen for their skills, knowledge, enthusiasm and attitude but above all, their belief that anything can be achieved. Help us change insurance for good and be part of the Vitality success story.

 

Key Purpose

 

Provide maintenance and support to minimize service disruption and facilitate operations. Investigate problems with software applications and back end systems to diagnose root causes, and work on fixing them. Keep support standards and processes and writing the related documentation. Maintain good professional relationships with counterparts of engineering and customer support departments.

 

 

 

Areas of responsibility may include but not limited to

 

Support & Documentation Provide support to business users and investigate data discrepancies and application errors, and propose modifications and enhancements to existing applications to improve their functionality or address any issues that arise Coordinate with teams and resolve all complex application and system issues Administer and resolve member issues, provide updates and perform root cause analysis Plan, execute and implement configuration changes to ensure all applications are functioning optimally Supervise all alerts related to application and system procedures and provide services proactively Perform root cause assessment and debug all issues on server domain, and availability of applications Provide Level 3 support for the applications and products Prepare appropriate documentation of all known issues and workarounds

 

Operations Daily monitoring and maintenance activities Attending to issue tickets and resolving them, providing feedback to the reporter Assist in the day-to-day operations to keep products and systems up and running Participate in regular meetings to discuss, feedback and advise on current issues Knowledge of the production support processes such as incident case management, logging, prioritization of issues and status updates to various levels of management Escalation Level Production Support duties

 

Personal development Keep abreast of current technological trends and how these might be applied in the Discovery environment Constant improvement of knowledge of the various applications, their functionalities and data models

 

General Ability to communicate clearly, constructively and effectively. Easily able to follow and participate in technical, business process, and other discussions Able to build business relationships with other members of team and the business areas we support

 

 

Personal Attributes and Skills Behavioral competencies Drives Results Values Driven Optimistic Learns on the Fly Resilient Instils Trust People Savvy Drives Results Problem Solver Leadership Skills Strategic Agility Manages complexity Balances Stakeholders

 

Skills

 

Agile Methodology Time Management Telephone etiquette Communication Listening Conflict handling Soft-skills Report writing

 

Technical

 

Databases Queries (SQL) Atlassian tool suite (Jira, Confluence) Nice to have: Test Tools – SoapUI (SOAP) / REST client (JSON) Oracle, PL/SQL Linux command line Monitoring/reporting tools (Splunk, Dynatrace, etc.) Understanding of XML and JSON

 

 

Education and Experience

 

Education

 

Matric A Bachelor’s Degree or Diploma in Information Systems or Informatics will be advantageous

 

 

Knowledge

 

Knowledge of Web Services Fundamentals of database structures and retrieving data from a database Agile Methodology An excellent understanding of practical Service Delivery Microsoft Excel and Word

 

Experience

 

A minimum of 2 or more years of experience as a Support Analyst

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.