Job Description

Closing Date 2024/02/16
Reference Number MMH240207-18
Job Title Application Service Engineer
Position Type Permanent
Role Family Information Technology
Cluster Health Solutions
Remote Opportunity Some of the time
Location - Country South Africa
Location - Province Western Cape
Location - Town / City Cape Town
Introduction

Momentum Health Solutions, anentity of Momentum Metropolitan Holdings delivers sustainable,integrated health solutions that meet the needs of clients in the different segments and maximize lifetime client value. We build and maintain a culture of innovation,and create value through unique insights on how to achieve specific outcomes by using a defined set of Health capabilities.
Role Purpose

The sucessfull incumbent will be responsible for investigating, analysing, resolving and advising on support issues in a business application support environment within Momentum Health Solutions.
Requirements

QUALIFICATION

• Matric.

• Relevant IT tertiary qualification.

EXPERIENCE

• Minimum 2 years Support Analyst or Senior Application support experience.

• Basic knowledge of the disciplines in an Application Support Environment (incident handling, change management, problem management etc).

• Problem solving exposure at application and business transaction level using application log files and SQL database queries.

Duties & Responsibilities

OPERATIONS AND MAINTAINANCE

• Participation in complete life cycle of support issues from call logging, investigation, recreation, resolution, workarounds and liaison with the client regarding delivery of fixes.

• Addressing advanced customer business and technical queries.

• Assist with providing and implementing temporary workarounds.

• Review and improve operational requirements relating to the business processes.

• Coordinate and manage maintenance requests between the Business and IT.

• Ensure that request, are timeously resolved.

• Ensure that all the documentation exists and that sign-off is obtained on all system releases (SAS 70 requirements).

• Align business processes.

• Ensure that system requests accommodate all information and detail required in order for IT to affect the request as timeously and correctly as possible.

• Analysis of system requests at all times in order to identify inefficient business process, training requirements and system enhancements.

• Recommend developments on Business Processes with the view on maximising efficiency and minimising administrative costs.

• Ensure that regular interaction and exchange of information is achieved between IT and the business.

• Ensure proper system/test documentation and safe keeping.

• Knowledge transfer to business partners and technical support on daily basis.

BUSINESS AND SYSTEM ANALYSIS

• Collaborate with business stakeholders and development teams through joint problem solving sessions to ensure that solutions are robust, correctly monitored, prioritized and lifecycle resilient.

• Drive the process of optimizing current solutions through a service improvement approach to ensure return on investment and that service levels for all deliverables are met.

• Provide specialised investigation and analysis of data integrity between source and destination applications.

• Follow up and provide feedback to the customer for escalated application issues.

• Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer.

• Extract and analyse application and system support data.

• Understanding clients business processes and requirements.

• Propose and make configuration amendments.

• Attend and provide input into weekly, monthly and adhoc customer support meetings.

• Advise and train support teams with investigations and support processes.

• Participate in performance measurement of support team members.

• Be available to Shift and Standby personnel for significant events.

• Participate in the customer management escalation standby schedule.

• Identify inefficient business and or system processes.

• Analyse and identify business processes identified as inefficient.

• Proposing and ensure implementation of new or enhanced business and or system processes.

• Analysing of Bugs, identifying system improvements and or enhancements to increase productivity and decrease costs and ensure implementation of changes.

• Ensuring that system changes are at all times catering for ongoing business changes and requirements.

• Ensuring that redundant system processes are removed.

Competencies

• Commitment to performing routine as well as investigation/analysis work tasks.

• Ability to solve medium complexity problems.

• Understand and develop the support team technical competency.

• Self-motivated, proactive, taking ownership of problems until they are resolved.

• Mature person with the sense of responsibility to do after hours standby.

• Good oral and written communication skills.

• Good customer relationship skills.

• Quick learner (short initial ramp up period).

• Must be comfortable with working in the customer domain.

Policy

We are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Metropolitan