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. 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. 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. Competencies Communicating with impact : Communicates effectively in both the written and verbal format delivering clear, succinct messages. Customer service : Commits to achieving high quality results and provides a prompt, suitable and personalised service to customerâ€s that meets their needs. Take personal accountability for delivery. Driving for excellence : Approaches work in an orderly and systematic manner to ensure the achievement of high-quality customer service. Analytical thinking : Understands a situation or problem by breaking it into smaller pieces and tracing the implications of a situation in a step-by-step way. Resilience : Responds to stressful situations in a calm and proactive manner and keeps self and team focused on balancing personal energy with business result. Teamwork and cooperation : Cooperates with others to accomplish common goals. Persuading and influencing: The capacity to persuade, convince and influence others for the purpose of achieving desired results. Leading change : Continually seeks and encourages others to see opportunities for new and innovative approaches to solving organisational problems. Trust and integrity : Shows sincerity, honesty and consistency in words and actions.