Application Support Analyst

SUMMARY:
Application Support Analyst

POSITION INFO:

Key Responsibilities:

• Monitor problem ticket work queues and interact with management to provide progress updates and closure notification.
• Delivering support to business users and investigating and resolving application errors, data discrepancies and queries.
• Provide correct responses to requests by means of making modifications to system parameters, developing workarounds, changing operating procedures, etc.
• Escalating requests to developers with problem analysis attached & escalate unresolved problem/issues/requests to the proper support teams.
• Monitor application systems by regularly scrutinizing reports or application logs.
• Document work, take part in user meetings and assist in presenting solutions both orally and in writing.
• Testing of scripts written to address data issues and application testing after downtime.
• Relationship Management: Interact frequently with colleagues
• Provide timely and professional customer service to stakeholders.
• Communicate as needed with stakeholders to obtain information needed to complete resolving the problems, etc. Innovation: Participate with management in initiatives around processes.
• Ensure full compliance to all processes, policies and procedures and identify areas for improvement.

Required Knowledge, Experience and Skills:

• Short Term Insurance with Commercial lines underwriting, claims and workflow experience is a must
• Good knowledge of clients commercial lines systems
• 3 years’ experience on application support ideally including exposure to SQL.
• 2- 3 years’ experience in IT within the short-term insurance industry
• Professional Standards –

o Familiarity with security standards, helpdesk procedures and change management procedures

o Familiarity with general IT infrastructure

• Ability to work overtime when needed including scheduled monthly work outside of normal working hours
•  Knowledge of Scaled Agile Framework (SAFe) practices will be an added advantage

Educational Requirements:

• Matric
• IT (or related) Degree/Diploma
• ITIL certification advantageous

** If you have not received a reply within 2 weeks of submitting your CV please consider your application unsuccessful 

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