Business Support Analyst

SUMMARY:

We are looking for a Business Support Analyst in the Policy Administration space.

Job Purpose

• Delivering a world class customer service experience
• Taking ownership of all customer support related to allocated services
• Understanding the business needs in the SME bucket
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POSITION INFO:


We are looking for a Business Support Analyst in the Policy Administration space.

Job Purpose

• Delivering a world class customer service experience
• Taking ownership of all customer support related to allocated services
• Understanding the business needs in the SME bucket
• Analysing requirements for input to changes and enhancements
• Collaborating with business superusers in focus area and cross-functional teams to deliver innovative digital solutions

What you’ll do:

Principal Accountabilities

• Principal Accountabilities
• Responsible for managing service support for all services allocated as per SME bucket. Drive towards effective Incident Management
• Awareness around all possible changes that will be released into the PRODUCTION environment for allocated services in SME bucket
• Collaboration with other SME’s on changes in other areas that may have an impact on allocated processes
• Owns the LIVE environment for allocated services in SME bucket. Manage a close relationship with the key stake holders of all allocated services in SME bucket (i.e. BA’s, superusers).
• Responsible for maintaining all knowledge articles in SME bucket
• Responsible for identifying problem areas and following through on all problems logged in SME bucket
• Responsible for escalation of any concerns in relevant SME bucket
• The SME bucket comprises of, but is not restricted to the following applications: Percana, EPP, SanPay, MultiData (SaaS), MultiData (App), PAS, Astute, PDD (Web Service)
• The SME bucket comprises of, but is not restricted to the following business processes: Money in; Money Out; TFSA; Trading Terms; Claims; Re-insurance; Taxation; Correspondence; Quotes; Application; Policy Issue

Key Performance Measures

• Any investigations related to SME bucket
• Key contact person in the Service Desk for all systems in SME bucket
  Weekly review of all incidents in relevant SME bucket
• Evaluate the quality of all knowledge articles in SME bucket
• Create new knowledge articles / QA existing ones from previous week
• Ensure that everyone in the team is aware of new knowledge articles
• Identify any training needs (support agents users)
• Create user manuals and assist with training materials as needed.
• Conduct training on new areas/areas of concern in relevant SME bucket as per pre-defined shifts
• Attend daily stand-up meeting with peers (update on daily issues)
• Escalate any hot spots in weekly team meeting
• Collaborate with Business analysts and other stakeholders to gather and document business requirements for digital solutions
• Work closely with software development teams to translate business requirements/issues into functional specifications/solutions
• Partner with UX/UI designers to optimize the user experience of financial services software
• Drive any problem investigations in SME bucket
• Collaborate with QA teams to ensure that developed solutions meet high-quality standards
• Conduct user acceptance testing (UAT) and facilitate feedback sessions.
• Act as a liaison between business stakeholders and development teams, ensuring effective communication and understanding of requirements
• Responsible for mapping (and updating) all business processes in relevant SME bucket
• Attendance of bi-weekly meeting with business analysts (incidents review, hot spots, training)
• Key role in constructing and executing test cases in any project(s) related to SME bucket
• Act as the communication medium between client and all 3rd party suppliers of systems in relevant SME bucket
• Provide insights on industry best practices and emerging trends to enhance digital interfaces
• Utilize data analysis techniques and reporting to derive actionable insights and support data-driven decision-making
• Maintain comprehensive documentation of business requirements, system specifications, and test cases

Your expertise:

• Level: Senior (7+ years experience)
• Prior working experience in a Service-oriented environment
• Proven experience as a Business Analyst in the financial services industry
• Familiarity with agile methodologies

Qualifications:

• Matric
• Relevant IT/ BA Qualification

Other information applicable to opportunity:

• Location: Cape Town (Hybrid way of work)
• Permanent or Contract employment option

Why work for us?

Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies. 


You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains. 


Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft. 





 

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