IT Production Support Business Analyst

About the position

Objective of the role

• The purpose of the role is to work collaboratively within the team and across other teams in the business to deliver exceptional customer experiences.

Qualifications

• Relevant Commerce degree/diploma in IT, IS, Computer Science, Finance, Economics, Statistics, Investment Management or Business Management or related fields.


• Business Analysis certification/qualification.


• Agile methodology

Knowledge and Experience:

• A deep understanding of investment and life products


• A deep understanding of South African Investment Platforms and platform operations


• An understanding of financial services regulation as it relates to investment platform providers.


• Experience working in an IT production support environment.


• Experience in implementing COBIT, ITIL or related frameworks, a distinct advantage.


• Exposure to production support monitoring platforms like AppDynamics, a distinct advantage.


• Exposure to data analysis or Business Intelligence


• Understanding or experience creating systems for Financial Advisers


• Experience in building successful relationships and working collaboratively across departmental teams and third-party vendors.


• Experience working in a fast paced, proactive and delivery focused environment.


• JIRA and Confluence experience or related tools a plus


• Excellent verbal and written communication skills.


• Computer Literacy (MS Word, MS Excel, MS Outlook, MS Visio), with MS Excel at least at intermediate level.

Key responsibilities

• Part of ITSM (IT Service Management) team, facilitating change that stems from Incidents and Problem management.


• Assist Production support teams to investigate and resolve incidents or problems.


• Investigate and recommend solutions to Production problems.


• Prepare and facilitate requirements elicitation workshops with stakeholders to define business requirements from production support tickets and change requests.


• Creation of user stories


• Consult and develop product backlog with Product Owners


• Guide the development teams to break down large and complex user stories into simplified versions for execution.


• Test the user stories for accuracy and compliance to ensure undisputed acceptance and validation of stories.


• Conduct post implementation review and provide feedback to the stakeholders.


• Participate in sprint planning, daily scrums, testing, retrospectives, and sprint reviews.


• Analysis of business, system and functional requirements including as-is to-be analysis, impact analysis of changes required to existing systems and processes.


• Consult and co-ordinate with key stakeholders across Business and IT teams.


• Critically evaluate information gathered from multiple sources, reconcile information conflicts, break down high-level information into their constituent details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true business needs.


• Work closely with internal Group-wide teams and external teams and vendors to deliver a successful outcome.

Desired Skills:

• Systems Analysis
• Complex Problem Solving
• Programming/configuration
• Critical Thinking
• Time Management