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Senior Specialist: Digital Support Analyst

Date: 10-May-2022

Location: Johannesburg GAU ZA, GT, ZA

Company: Liberty Group Limited

At Liberty, we employ more than 6 000 people across 7 businesses in 18 African countries. Every day, our employees grow their knowledge by working with diverse groups of people who specialise in a wide range of skills across insurance, asset management, investment and health products. We continually seek to engage, develop, recognise and reward the people who make our business great.

Purpose

To provide specialist advice and support in area of specialisation enabling the provision of sound production analyst services.

Minimum Qualifications

Bachelor`s Degrees and Advanced Diplomas [NQF Level 07] in Information Technology and Computer Sciences

Additional Minimum Qualifications

  • Relevant Commerce degree in IT, Finance, Economics, Statistics, Investment Management or Business Management
  • Higher grade math’s (or equivalent) passed with a B average.
  • ITIL/COBIT qualification

Minimum Experience

3 - 5 years experience in a similar environment, of which 1 -2 years at a junior specialist level

Minimum Experience

  • Minimum 3 years’ experience in a digital business, working on front end systems
  • At least 5 years ‘experience in a Wealth Management/Linked Investment Service Provider /Asset Management business
  • Experience in delivering exceptional customer service
  • Experience in solving complex problems for customers (internal or external), applying system thinking principles.
  • Experience in building successful relationships and working collaboratively across departmental teams
  • Experience at working in a fast paced, proactive and delivery focused environment
  • Experience in collaborating with third party administrators and Global vendors
  • Working experience on supporting front end applications and adviser and client journeys
  • Familiar with Agile project methodology and JIRA Service Desk processes.

Key Responsibilities

  • To work with the proposition, operations, change and development teams to assist in solving business and system issues and designing business solutions to deliver superior customer experiences and a low ‘cost to serve’ operation.
  • Provide proactive, on-going support to cross functional teams and team members to support a mature working environment, including assisting with production support and migration related tasks and issues when required.
  • Build relationships and collaborate with key stakeholders to build trust that will help to ensure deliverables stay on track, especially linking Operations and IT teams together.
  • Contribute to the evaluation and improvement of the strategic and operational elements of the IT Support process.
  • Perform daily health checks to ensure application related issues are pro-actively identified and addressed.
  • Working within the ITIL ITSM framework, including the logging and response to incidents, problems, and changes.
  • Incident investigation, troubleshooting and resolution.
  • Liaising with Infrastructure and Application partners to log, manage and resolve queries.

Additional Key Responsibilities

  • Work closely with the infrastructure teams to continuously improve the stability in this environment.
  • Communicating with teams in the business to notify of system incidents and resolution thereof.
  • Protect and ensure the stability of the operational systems as well as maintain the integrity of the data they contain.
  • Proactively suggest ways of improving system stability, availability, performance, and reliability.
  • Work independently on escalated issues.

Additional Key Responsibilities

  • Ownership of the support “how-to” knowledge base.
  • Out of hours availability to manage high priority incidents, issues and support on Infrastructure and application maintenance and patching.
  • Monitoring of web usage and outages using monitoring tools and infrastructure dashboards.
  • Work with IT team to ensure frontend system security is always maintained.
  • Assist in maintaining the digital principles of the business.
  • Quick response to add-hoc request and important deliverables to clients.

Outputs

  • A deep understanding of investment and life products (to subject matter expert level) in order to talk about investments confidently.
  • An understanding of financial services regulation as it relates to investment platform providers.
  • An in depth understanding of the trading and payment cycle of a Platform business.
  • An in depth understanding of providing solutions and experiences which delights financial advisers.
  • A clear understanding of how an adviser’s business works.

Outputs Cont..

  • A clear understanding of the competitive landscape for our platform.
  • A strong understanding of change management processes.
  • Ability to work systematically with exceptional attention to detail.
  • Great communication skills both written and verbal
  • A working understanding of Application Infrastructure and Integration concepts
  • Exposure to Agile and DevOps practice.

Process

  • Apply relevant research methodologies, tools and techniques to effectively and purposefully gather information.
  • Engage with stakeholders to gather requirements and to analyse needs in terms of reporting requirements and advise on possible MIS outcomes.
  • Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.
  • Comprehensively test solution to ensure delivery according to identified requirements and document changes for recording and governance purposes.
  • Determine operational feasibility by evaluating analysis, problem definition, requirements, solution development and proposed solutions.
  • Provide specialist advice for business to achieve automated processes and enhancements.
  • Investigate and analyse business requirements and current systems to provide specialist advice regarding the design of processes addressing these needs.
  • Provide specialist advice for the efficient administration of processes, policies and procedures related to area of responsibility.
  • Accountable for the improvement of quality, service and work outputs, continuously recommending improvements.
  • Plan for the organisation of work outputs and process improvement activities in light of a specific situational context related to the area of specialisation.
  • Proactively identify area of specialisation related problems, determine cause and effect and recommend the best option to implement corrective action based on previous experience.

Customer

  • Provide specialist expertise and advice to internal/external customers, that builds strong relationships and creates a favourable impression aligned to Treating the Customer Fairly (TCF) principles.

Finance

  • Adhere to financial controls, governance and compliance policies and processes throughout an area of specialisation, contributing to cost efficiency.

Learning and Growth

  • Interact proactively with others for the purpose of continuous knowledge sharing; and integration of own new knowledge.
  • Contribute positively to human capability improvement, related to knowledge optimisation and associated with area of specialisation.

Governance

  • Comply to risk and governance policies, implement and provide subject matter input to the development of related processes, applicable to the area of specialisation.

Liberty Values

  • Act with humanity
  • Do what matters
  • Imagine it's possible

Technical Competencies

  • Knowledge of IT Governance and Business (Proficient)
  • IT Knowledge (Proficient)
  • Business IT Systems (Proficient)
  • IT Business Analysis (Proficient)
  • Capacity Planning (Basic)
  • Research and Information Gathering (Intermediate)
  • Reporting and Interpretation (Intermediate)
  • Customer Advice (Technical) (Intermediate)

Behavioural Competencies

  • Professional/Technical learning (Intermediate)
  • Analytical Thinking (Proficient)
  • People Management and Empowerment (Intermediate)
  • Interpersonal Effectiveness (Intermediate)
  • Problem Solving and Analysis (Intermediate)
  • Teamwork and Cooperation (Intermediate)
  • Communicating with Impact (Intermediate)
  • Relationship Management and Networking (Intermediate)
  • Customer Orientation (Intermediate)

Additional Competencies

  • Excellent verbal and written communication skills
  • Multilingual (Advantageous)

Liberty Group Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998 and the group's Transformation Strategy, preference will be given to suitable candidates from designated groups whose appointments will contribute towards the achievement of equitable demographic representation of our workforce profile and add to the diversity of the organisation.

Vaccination Policy & Hybrid Working Model 

We are evolving the way we work and will be launching a Hybrid working model, in line with this Liberty has implemented a Mandatory vaccination policy which is applicable to all employees, this is to further strengthen our commitment to the safety of all employees. Right of refusal to be vaccinated against COVID-19, either on constitutional and/or medical grounds, is taken into consideration and will be dealt with through an objection process. More information about our Hybrid working model and Mandatory vaccination policy will be discussed during the recruitment process for this position.


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