IT Production Support Business Analyst

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

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 and to-be analysis, impact analysis of changes required to existing systems and processes.
  • Consult and coordinate 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.


  • 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

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