What you’ll do:

• Responsible for managing service support for all services allocated as per Subject Matter Expert bucket with a drive towards effective Incident Management
• Awareness around all possible changes that will be released into the PRODUCTION environment for allocated services.
• Collaboration with other Subject Matter Expert’s on changes in other areas that may have an impact on allocated processes
• Owns the LIVE environment for allocated services in Subject Matter Expert bucket and manage a close relationship with the key stake holders of all allocated services in SME bucket (i.e. BA’s, superusers).
• Responsible for maintaining and updating all knowledge articles
• 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

Skills and Experience

Key Performance Measures

• Any investigations related to SME bucket
• Key contact person in IAP 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
• 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 interface
• 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:

• Must have strong financial services experience, in particular, solid knowledge and understanding of insurance products and policies
• Proven experience as a Business Analyst or Application Support Analyst
• Strong understanding of digital technologies and trends
• Excellent analytical and problem-solving skills
• Familiarity with agile methodologies
• Ability to understand and use computational theories and practical skills
• Ability and knowledge for effectively interacting with data users, managers and other stakeholders
• Ability to identify and describe the complex interplay between technologies and organisational structure.

Personal Attributes:

• Excellent communicator
• Disciplined and organised
• Business acumen to perform under pressure
• Understanding of operational requirements of a business
• Bachelor’s degree in Business, Computer Science, or a related field
• Interpersonal skills and management experience
• Logical, strategic thinker and practical implementer

Qualification(s) required:

• Bachelor’s degree in Business, Computer Science, or a related field