IT Applications Value Delivery Analyst at Britam

Job Purpose

• The role holder will be responsible for administration, maintenance and Tier II line support for the Group enterprise systems.
• Responsible for maintaining, supporting, and upgrading existing systems and applications.
• He/she is also responsible to reinforce quality standards and adherence to business best practice, adding value to business processes and significantly contributing to the operational excellence.
• Ensures that all service level agreements (SLAs) for applications support services across the organization are delivered according to specifications.

Key Responsibilities

• Provide first line and second line support and maintenance services to all enterprise systems. Escalates and sources expertise when necessary.
• Proactive monitoring of various production systems for performance, availability, and other critical parameters.
• Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters.
• Maintenance and administration of the Group enterprise system.
• Ensure the enterprise systems is adequately sized to meet SLA’s with the business.
• Define and monitor data and application availability for the enterprise system.
• Document and update processes and procedures in use for the enterprise system.
• Providing and monitoring SLAs and OLAs.
• Adequate communication to stakeholders on the state of any tickets assigned.
• Follow up and reporting on tickets escalated to third line support.
• Testing new system functionality before deployment into production environments.
• Test the achievement of supportability requirements for delivered solutions.
• Approvals for acceptance tests.

Key Performance Measures

As described in your Personal Scorecard.

Knowledge, Experience And Qualifications Required

• Degree in Science/Engineering/Computer Science.
• ITIL intermediate.
• Minimum of 2 - 4 years’ experience in a 24x7 service provider environment.
• Experience managing applications support operations.

Technical/ Functional Competencies

• Knowledge of application servers and databases.
• Familiarity with knowledge of software, hardware, systems administration, and network technology.
• Strong technical skill/knowledge in business applications especially CRM and Enterprise systems.
• Strong knowledge of integration technologies.
• Strong business analysis skills.
• Strong knowledge of ITIL.
• Persuasive, encouraging, and diplomatic, with conflict resolution skills.
• Ability to elicit cooperation from a wide variety of sources.
• Detail oriented and process focused.
• Experience in insurance and asset management business is an added advantage.

Leadership category responsibility framework (Core Competencies)

Emerging Leaders In Britam Need To

• Present and Communicate Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
• Work with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-acitvely shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Adhere to Principles and Values - Upholds and encourages ethical behavior and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organizational values during every day interactions.
• Analyze - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgments from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
• Plan and Organize - Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
• Deliver Results and Meet Customer Expectations - Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.
• Decide and Initiate Action - Takes responsibility for own, as well as subordinates’ actions and projects; takes initiative and works under own direction; initiates and generates activity; introduces improvements into work processes; handles problems with minimal guidance.
• Lead and Supervise - Provides subordinates with a clear direction; motivates and empowers others; provides subordinates with the relevant coaching; creates a positive climate that fosters learning and development; identifies high potential talent; sets and articulates the departmental vision and values through own personal behavior; sets appropriate standards of behavior.
• Formulate Strategies and Concepts - Works strategically to realize personal goals; understands and effectively communicates the departmental strategy; translates the departmental strategy and vision into operational responsibilities; takes into consideration departmental strategy during all tasks; takes account of a wide range of issues across and related to current role.
• Apply Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions.
• Follow Instructions and Procedures - Challenges authority only when appropriate; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates a commitment to the organization; complies with legal obligations and safety requirements of the role.
• Adapt and Respond to change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.