Key Purpose

• Primarily handling Problem Incidents on the SNOW(Service Now) system raised by the Problem Management team (though may encompass other channels such as email or face to face interaction) by using knowledge of Discovery Health products, rules and systems to determine the validity of the reported issue.
• To facilitate this, the use and/or creation of ad hoc SQL / PLSQL reports to identify scope and risk of correctly reported problems is required.
• If issue is not a training issue or a known system function, then log this issue with the appropriate steam in the HBS / or even broader DHS team for correction with the BA/ Developer involved in the project/change. Impact analysis of said problem is also required.

Areas of responsibility may include but not limited to:

• Problem analysis and investigation of reported problems using technical tools eg: SQL
• Clear up ambiguity regarding a problem by using in depth analysis
• If required, revert to stakeholders if technical issues require business decisions to proceed and answer any queries from the development team.
• Identify the cause of unexpected system errors and run the Impact analysis
• Liaise directly with developers and development managers to arrive at solutions
• Solution proposal

Personal Attributes and Skills

Behavioral skills

• Tenacity, Stress management, Persuasion, Client orientated, Analytical thinker

Technical Skills

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

Education and Experience

• Matric and/or relevant IT qualification
• Oracle SQL/PLSQL
• Product knowledge and understanding of the IT environment
• Minimum  3 years’ experience in an IT environment or Health Insurance Industry
• Understand SDLC process
• Technical knowledge of MS Office, CA (preferable) and Paradigm (preferable)