Application Specialist – Medical Systems at Liberty Life

• Utilize industry best practices, techniques, and standards while at the same time adhering to the Company's Policies, Processes, and Procedures with respect to systems support and IT Service Management.
• Managing and supporting business systems including solutions enhancement and support issues related to the business units.
• Managing integrations across various platforms with the core systems: Including but not limited to data analytics platforms, financial systems, and communication systems (SMS and Email).
• Identify and execute ICT-based solutions for enhancing efficiencies across different processes.
• Escalate any major risks that relate to either an individual process or the entire portfolio to the Manager, IT Applications.
• Ensure that all service level agreements (SLAs) for applications support services across the organization are delivered according to specifications.
• Provide first line and second line support and maintenance services for all enterprise systems. Proactive monitoring of various systems for performance, availability, and other critical parameters
• Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters Ensure that enterprise systems are adequately sized to meet SLAs with the business
• Define and monitor data and application availability for the enterprise system
• Document and update processes and procedures in use for the enterprise system
• Adequate communication to stakeholders on the state of any tickets assigned
• Test new system functionality before deployment into production environments
• Approval of acceptance tests.

• At least 3 years of experience in a busy system environment, software development and/or IT systems support role within a large highly digitized organization managing mission-critical systems.
• Demonstrable track record in system analysis, relational database design skills, and IT Support Operations functions.
• Highly analytical problem-solving with the ability to apply original and innovative thinking.
• Experience in supporting a Core Medical Insurance System.

• Bachelor's Degree in Information Technology, Computer Science and any relevant field.
• Knowledge in system analysis, software development, relational database design skills and IT Support functions.

• Drive continuous improvement of IT support processes in line with ITIL, ensuring governance practices support audit readiness and regulatory compliance.
• Oversee incident management processes by coordinating the resolution of service incidents and facilitating the development and implementation of effective workarounds for problem-related escalations.
• Ensure adherence to SLAs, root cause analysis practices, and knowledge base documentation to support ongoing service improvement. Coordinate with relevant teams to maintain service continuity and minimize business disruption.
• Proactively escalate and manage recurring or complex system issues by engaging with third-party support vendors to ensure timely resolution of faults and bugs affecting business systems.
• Good understanding of the BFSI Industry (Banking, Financial Services, and Insurance) and how Information Technology contributes to the success of financial institutions.
• Highly analytical in problem solving with the ability to apply original and innovative thinking.
• Sound knowledge of Information technology and related supporting architectures.
• ITIL Service Level Management certification is an added advantage.
• Knowledge in Oracle and/or Ms SQL Databases and related products, Agile tools, Microsoft Office productivity suite of applications.

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