Insurance IT Support

An established short-term insurance technology firm is seeking an analytical and solution-focused Application Support and Business Analyst to join their team. Positioned at the intersection of business and technology, this full-time role is critical for driving successful customer onboarding, system configurations, and high-tier platform support. You will serve as the primary strategic interface between brokers, underwriters, business users, and the internal development team to optimise platform utilsation. This position will initially be appointed on a fixed-term contract basis with a clear view to transitioning into a permanent, full-time role upon successful performance review and alignment Key Responsibilities Application Support & Incident Management: Deliver comprehensive 1st and 2nd line technical support across core insurance platform processes, including policy, claims, client, broker, quote, renewal, and workflow modules. Problem Resolution: Investigate complex data, integration, and application issues, performing root cause analysis while managing incidents, service requests, and problem records within defined SLA requirements. Business Analysis & Requirements Gathering: Conduct detailed customer discovery workshops to elicit, analyse, and document operational, business, and regulatory requirements. Solution Configuration & Implementation: Create customer baseline and solution definition documentation, and actively configure user roles, workflows, notifications, and application settings to align with client needs. Release Testing & Quality Assurance: Perform meticulous testing and validation of system fixes, patches, and new software releases before deployment. Stakeholder Management & Training: Act as the central communication bridge between business stakeholders and technical developers, while compiling support documentation, knowledge articles, and conducting user onboarding and training sessions. Requirements Minimum of 3 years of experience within the South African short-term insurance industry. 1+ years of dedicated application support experience. Proven experience in business analysis, requirements gathering, and configuring enterprise applications. Strong technical knowledge of underwriting, claims, and policy administration workflows. Experience working with web and mobile applications. Strong analytical, problem-solving, and diagnostic abilities. Excellent written and verbal communication skills with the ability to engage confidently with both corporate and technical stakeholders. Diploma or Degree in IT, Insurance, Business Analysis, or a related field. Preferred Qualifications Relevant South African insurance qualifications (FAIS compliance / RE5). ITIL Foundation certification. Formal Business Analysis certifications. Required Software Skills SQL JIRA Confluence or similar Knowledge Base/Documentation tools Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) Benefits Collaborative, high-output environment working with modern insurance technology. Continuous professional development with opportunities for training and industry certifications.