About DiscoveryDiscovery's core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.About The Service LabThe Service Lab consists of 14 unique functions that serve to centralise and departmentalise various functions throughout Discovery. Our department's Vision is to be recognised as the thought leader to all areas of Discovery developing and driving best practice. The culture within the department is one of constant learning, knowledge sharing, change and innovation.Key Purpose:Act as interface between the business and software development team to ensure that the business requirements are delivered in the implemented solution.Key Outputs:Understand the business need, and through a structured process document, validate and translate it into functional specifications that are used by developers to build a software solution.Build and maintain strong relationships with internal clients, and recommend innovative solutions to business problems.Participate in the planning and prioritization of new features and system enhancements with business stakeholders.Provide data as necessary to support ROI Initiative and responds to business reporting questions and metric definition/calculation.Partner and collaborate with Systems to eliminate manual reporting processes and to drive report automation.Manages multiple projects within budget and project schedule. Developed project timelines, created implementation plans and roadmaps, and provided regular status reports to key stakeholders.Creating Test Cases for UAT and facilitating User Acceptance Testing (UAT) sessionsTracking and reporting of UAT progressFacilitating the process of training scheduling and trainer capacityConducting of user sentiment sessionsTracks and identifies new opportunities to improve business methodology and training offerings.Assists in strategic focus groups and projects.Consistently delivers high-quality services to our clients.Understands the components of running a fiscally successful project.Competencies:Business Analysis methodologies and techniques.Experience in creation of business and functional specifications.A solid understanding of service channel technology (Genesys, AWS and E-Volve) will be advantageous.Advanced knowledge of MS Office products including Excel, Access Powerpoint and VisioDeliver informative, well-organized information.Understand how to communicate difficult/sensitive information tactfully.Exhibit confidence and an extensive knowledge of emerging industry practices when solving business problems.Push creative thinking beyond the boundaries of existing industry practices and client mindsets.IndependentAnalyticalConfidentLeadership QualitiesPeople orientedSelf-starter and highly motivated individualShould have excellent customer management skillsExcellent written and verbal communication skills.Ability and willingness to work abnormal hours over go-live cyclesProfessional Qualities:LeadershipDisplays a positive attitude.Demonstrates flexibility in day-to-day work.Sets high standards of performance for oneself.TeamworkEstablishes harmonious working relationships with team members.Appreciates each team member's contributions and values each individual member.Stakeholder ManagementStakeholder mapping and risk impact assessmentsValues internal and external clients and responds to their needs as they arise.Establishes effective working relationship with clients.Follows established communication guidelines.Ensure continuous communication to all layers of business.Uses good judgment in what and how to communicate with clients.Collaborated with key players to identify communications opportunities and to provide critical messaging to diverse stakeholder groups in the organization.Completing detailed planning for change initiatives.Monitoring and tracking of operational readiness for the systems changes being implemented.Facilitate updates to SOP's.Conduct post go-live support that will include on the floor support.Operationalize and hand over changes to relevant stakeholders.Managed and train the roll-out teams as well as handing over of support knowledge.Develop and maintain positive customer relations.Coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.Organizational Responsibilities:Innovator DevelopmentUnderstands the professional development process and becomes actively involved by setting challenging goals and meeting them through continuous learning.Seeks input from mentors and supervisors.Actively applies feedback received to day-to-day work and strives to improve performance.Internal OperationsAccurately completes and submits reports in a timely mannerAccurately completes and submits status reports in a timely mannerComplies with all our policies and proceduresQualifications & Experience:Recognized qualificationsExperience in a Business analyst role advantageousExperience in a Workforce planning role advantageousExperience with data analysisEMPLOYMENT EQUITYThe Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
