Application Support Analyst

Introduction Through our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms the Momentum Group provides practical financial solutions for people, communities and businesses.

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose The Application Support Analyst forms part of the MMerge Operations team and is responsible for monitoring and supporting business-critical new business and policy servicing functions processed on the PDS (IBM i) platform across Momentum, Metropolitan and International operations (Lesotho, Botswana and Namibia). These functions span multiple insurance product types and directly support operational service delivery.

The role is responsible for ensuring accuracy of application processing through proactive monitoring, incident management and continuous operational support. This includes developing and maintaining monitoring scripts for daily, weekly, monthly and batch processes, investigating and resolving system failures, and ensuring incidents are logged, analysed, prioritised and communicated to relevant stakeholders. Where required, the incumbent will develop and document interim workarounds to minimise business disruption.

In addition, the Application Support Analyst plays a key role in system enhancements and change delivery through participation in User Acceptance Testing (UAT), regression testing, production support, impact assessments and communication of system changes to business users. The role also contributes to continuous improvement initiatives, process optimisation, automation opportunities and strategic projects that enhance operational efficiency and business outcomes.

Requirements

• Relevant B-degree or Diploma
• 4 - 6 years Business experience
• Understanding of business processes (i.e. claims, refunds, CPI, reinstatements, alterations, premium allocations, term expiry, retirement etc.)
• Understanding PDS (Old and New route) will be advantageous.
• Ability to perform database updates will be advantageous.
• Experience in Operations will be advantageous.
• Understanding the financial service industry and Momentum and Metropolitan product suites will be advantageous.
• Experience and knowledge in Excel as well as SQL will be advantageous.

Duties & Responsibilities Application Monitoring and Support

• Monitor business-critical functions processed on the PDS (IBM i) platform, including claims, new business, policy alterations, withdrawals, reinstatements and other servicing transactions.
• Develop, maintain and continuously enhance monitoring scripts and controls for all operational processes and functions.
• Perform proactive monitoring of daily, weekly, monthly and batch processes to ensure successful completion and data integrity.
• Provide support during monthly batch processing cycles, including after-hours, weekend and public holiday runs where required.
• Ensure failures, exceptions and process anomalies are identified, escalated and resolved within agreed service levels.

Incident Management and Business support

• Analyse, troubleshoot and investigate system incidents, process failures and data anomalies to determine root causes and recommend corrective actions.
• Communicate incidents, impacts and resolutions to affected stakeholders in a clear and timely manner.
• Develop and document temporary workarounds where immediate permanent solutions are not available.
• Maintain a strong focus on client experience.

Stakeholder Collaboration

• Collaborate with Business System Analysts, Developers, Quality Assurance teams, Project Managers and business users to manage application enhancements and system failures
• Participate in the prioritisation, investigation and resolution of system defects and production issues.
• Support the implementation of system fixes, enhancements and production releases.
• Assess the impact of proposed changes across end-to-end business processes and identify potential downstream impacts on related systems and stakeholders.
• Ensure stakeholders are informed of system changes and provided with sufficient lead time to accommodate updates to dependent processes or applications.

Business Continuity and Operational Resilience

• Ensure applications operate effectively and in accordance with approved business requirements and specifications.
• Identify operational risks and implement preventative controls to minimize processing interruptions.
• Take ownership of incidents and follow through to successful resolutions to ensure continuity of business operations.

Continuous Improvement, Efficiency and Automation

• Identify opportunities to improve application performance, process efficiency and operational effectiveness.
• Proactively recommend and implement improvements to monitoring, controls and support processes.
• Drive automation of repetitive manual activities to reduce operational risk, improve productivity and deliver cost efficiency.
• Participate in strategic initiatives and transformation projects aimed at modernising processes, systems and ways of working.
• Contribute to a culture of continuous improvement by sharing knowledge, lessons learned and best practices across the team.

Maintain Robust Applications

• Analyse, recommend and implement improvements to business processes, quality standards and operational efficiency.
• Actively participate in incidents, ensuring issues are identified, escalated and resolved within agreed service levels.
• Investigate system failures, data anomalies and process breakdowns through root cause analysis, data interrogation and SQL-based investigations.
• Develop, implement and maintain effective workarounds to minimise business disruption while permanent solutions are being pursued.
• Continuously enhance monitoring, alerting and reporting capabilities to proactively identify and mitigate potential issues.
• Manage and prioritise application defects, enhancements and support backlogs in collaboration with Business Analysts, Developers and stakeholders.
• Support the full life cycle of system changes, including impact assessments, testing, deployment and post-implementation validation.
• Participate in projects and strategic initiatives, ensuring operational readiness during pre-production, implementation and go-live phases.
• Execute User Acceptance Testing (UAT), regression testing and production validation to ensure solutions meet business and system requirements.
• Collaborate effectively within cross-functional teams comprising Operations, Technology, Business Analysis, Quality Assurance and Project stakeholders.
• Contribute to earlier phases of the Software Development Life Cycle (SDLC), including requirements reviews, solution discussions, test planning and implementation readiness activities.

Competencies

• Analytical thinker.
• Actively live the company values.
• Self-Starter.
• Ability to work independently and as part of a team.
• Customer/ Stakeholder Commitment.
• Drive for results.
• Able to see the bigger picture i.e. understand how current process fits into new transitioned process and identify possible gaps and manual processes.