IT Core Systems Analyst – Health at Old Mutual Kenya

Key Tasks and Responsibilities

Business and Systems Analysis 

• Collaborate with underwriting, claims, finance, and distribution teams to gather, document, and analyze business requirements. 
• Develop functional and technical specifications based on operational needs across the health insurance lifecycle. 
• Map existing business processes to system functionality, identifying areas for automation or improvement. 
• Contribute to product backlog development, sprint planning, and release roadmaps in coordination with the IT BRM and business leads. 

Application Support and Maintenance 

• Provide Level 1/2 support while working closely with Level 3 support team/s for core health insurance platforms such as policy administration systems, claims management tools, intermediaries’ portals, and regulatory reporting engines. 
• Troubleshoot system errors, data inconsistencies, and performance issues, ensuring timely resolution with minimal business disruption. 
• Monitor application logs, perform root cause analysis, and liaise with third-party vendors or infrastructure teams for resolution. 
• Ensure data integrity across systems, including policy, claims, reinsurance, and finance modules. 
• Troubleshoot issues affecting core system processes, and integrations interfacing with the core policy administration system (e.g., SMART 3rd party EDI & Biometric platform, D365 FO ERP, CRM 365, SharePoint, regulator platforms). 

Software Development and Integration 

• Design, develop, and maintain custom application features, scripts, reports, and interfaces that support health insurance operations. 
• Implement configuration changes, system enhancements, and integrations (e.g., with banks, regulators, intermediaries, and service providers). 
• Build APIs and microservices for cross-platform data exchange and automation, ensuring secure and scalable solutions. 
• Work with DevOps teams to support CI/CD processes, version control, and deployment to test and production environments. 

Testing and Quality Assurance 

• Develop and execute test plans and cases for new features, bug fixes, and system integrations. 
• Support user acceptance testing (UAT), coordinate defect triaging, and ensure issues are resolved ahead of production releases. 
• Ensure adherence to regulatory compliance and internal control standards (e.g., IRA, IFRS 17, GDPR, or other applicable frameworks). 

Documentation, Training and Reporting 

• Maintain system documentation including architecture diagrams, process flows, and support playbooks. 
• Document known issues and solutions to aid knowledge transfer and faster incident resolution. 
• Provide training and technical guidance to end-users, super-users, and junior IT staff. 
• Develop and maintain internal knowledge base articles for known errors, fixes, and workarounds on service delivery platform i.e., Service Now (SNOW). 

Continuous Improvement 

• Stay up to date with technological trends in health insurance, healthcare, and proactively propose improvements. 
• Integrate digital innovations (e.g., chatbots, self-service portals, mobile apps) to improve customer and agent experiences. 
• Assess and recommend solutions or tools from service providers that could enhance business efficiency or customer engagement. 

Qualifications 

• Bachelor’s degree in computer science, Information Systems, or related field 
• 3–6 years of experience in a hybrid role involving analysis, development, and support in the insurance or financial services industry 
• Experience with health insurance systems such as underwriting, policy administration, claims processing, or regulatory reporting platforms 
• Technical certifications in software development, business analysis, or ITIL are an added advantage 
• Experience with integration tools (e.g., middleware, REST APIs, message queues) and cloud-based services is desirable. 

Skills and Competences 

• Deep understanding of Health insurance operations: underwriting, claims, intermediaries, billing, and compliance 
• Proficient in systems analysis, problem-solving, and application support 
• Hands-on experience in software development (e.g., .NET, Java, SQL, APIs) 
• Solid understanding of application architecture, versioning, and automated testing 
• Strong communication and stakeholder engagement skills