Systems Support Analyst

While we appreciate all applicants, only applications received via Sagicor's career portal https://career4.successfactors.com/career?company=sagicorfinP2 will be considered.

"Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"

 Sagicor Life Jamaica Limited is seeking a suitable candidate to join our Business Optimization & Systems Control team in the capacity of:

Systems Support Analyst

Ensure the efficiency, reliability, and security of our production systems, with a heightened focus on technical troubleshooting, system optimization, and automation.

Take responsibility for proactive system monitoring and performance tuning working to prevent issues before they impact operations.

Analyse system logs, optimize configurations, and collaborate with IT teams on technical integrations, automation, and incident resolution.

Work closely with developers, infrastructure teams, and third-party vendors to implement best practices in system administration and application support.

Location: Kingston

As a Systems Support Analyst, you will:

• Respond promptly to incidents, ensuring minimal disruption to business operations.
• Analyse user activity patterns to identify any abnormal behaviour or trends that could indicate potential issues.
• Investigate and determine the root cause of incidents to prevent recurrence.
• Provide regular updates to stakeholders regarding the status and resolution of incidents.
• Document all incidents, including the cause, resolution steps, and any follow-up actions.
• Perform in-depth analysis to identify the underlying causes of recurring problems.
• Work with IT and business teams to develop and implement long-term solutions to prevent future occurrences.
• Maintain a knowledge base of known issues and their resolutions to facilitate faster problem-solving.
• Develop comprehensive test plans for production fixes, including test cases and expected outcomes.
• Execute tests to validate that fixes address the root cause of issues without introducing new problems.
• Verify that tested fixes are properly deployed in the production environment and monitor their performance.
• Provide prompt and effective support to users for production system issues and queries.
• Conduct training sessions for users to help them understand system functionalities and best practices.
• Gather user feedback to identify areas for improvement and to enhance the overall user experience.
• Maintain open lines of communication with stakeholders to keep them informed of system status, incidents, and planned changes.
• Document all incidents, including the cause, resolution steps, and any follow-up actions.
• Generate and distribute regular reports on system performance, incidents, changes, and trends to stakeholders.
• Create and maintain user guides, support documentation, and training material.
• Perform other job-related duties assigned from time to time.

What do you need?

• A Bachelor's Degree in Business Administration, Information Systems, or a related field from a recognised institution.
• Minimum of 3 years of experience in a production support or business analyst role, preferably within the insurance industry.
• Familiarity with insurance business processes and regulatory requirements.
• Experience in Testing and Software Development and/or Systems Design would be an asset.
• LOMA certification is an asset.
• Strong knowledge of Insurance Industry operations.
• Proficiency in business analysis methodologies and tools.
• Experience with Production support processes and best practices.
• Ability to interpret and communicate technical information to non-technical stakeholders.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Proficiency in using data analysis and reporting tools inclusive of SQL & BI tools.
• Experience with software testing methodologies and tools.
• Sound knowledge of computer software packages including word processing and spreadsheet applications.

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than August 22, 2025.

While we appreciate all applications, only shortlisted candidates will be contacted.