Role Objectives:

• To resolve user queries at an application level by investigating, problem solving and troubleshooting application errors. Providing application configuration and maintenance by becoming an expert on all aspects of the systems. The role is also required to assist with problem management in identifying and proposing application system changes, while providing the highest level of customer service and maintaining agreed service levels. Initial focus will be on commercial lines insurance but over time will extend to personal lines insurance within Hollard Insure.

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 Hollardites.
• 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 and Experience    

• Short Term Insurance with Commercial lines underwriting, claims and workflow experience is a must
• Good knowledge of Hollard Insure’s commercial lines systems – Ekundu, Purple Heron, Commercial Quote Tool and Indlela.
• 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 –
• Familiarity with security standards, helpdesk procedures and change management procedures
• 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
• Cloud Azure/AWS exposure will be an added advantage

Educational Requirements    

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