Problem Analyst

Team - V1 Technology Operations

Working Pattern - Hybrid - 2 days per week in the Vitality Sandton Office. Full time, 37.5 hours per week.

We are happy to discuss flexible working!

Top 3 skills needed for this role

• Proven problem management and root cause analysis expertise
• Demonstrated ServiceNow, ITSM, and Dynatrace monitoring experience
• Strong analytical thinking and data analysis capability

What this role is all about

As a Junior Problem Analyst at Vitality, you will help ensure the stability, performance, and continuous improvement of our technology environment by identifying recurring issues, investigating root causes, analysing trends, and supporting the implementation of effective solutions. Working closely with support, development, and infrastructure teams, you will use data, monitoring tools, and problem management best practices to reduce repeat incidents, improve user experiences, and drive operational excellence. This role is ideal for a naturally curious and analytical individual who enjoys solving problems, collaborating with diverse stakeholders, and contributing to innovative technology solutions that support Vitality’s purpose of helping people live healthier, longer lives.

Key Actions

• Investigate recurring technology issues to identify root causes and drive permanent resolutions
• Analyse operational data and performance insights to implement proactive solutions that enhance system stability and reliability
• Collaborate with technical and business stakeholders to diagnose, manage, and resolve complex technology problems.
• Monitor system and service performance trends to identify opportunities for continuous improvement and operational excellence
• Communicate findings, recommendations, and progress updates to a broad range of technical and non-technical stakeholders
• Support the design and implementation of innovative, sustainable solutions that improve member and business experiences
• Identify recurring incidents and contribute to root cause investigations, ensuring effective problem management and resolution
• Apply IT service management principles and utilise ticketing systems to support structured service delivery and operational efficiency
• Leverage application performance monitoring tools, including Dynatrace, to analyse system performance, identify issues, and support service improvements

What do you need to thrive?

• A relevant degree or diploma in Information Technology, Computer Science, Information Systems, or a related field
• 2-5 years' experience in IT support, incident management, problem management, or a related technology environment
• Experience with ServiceNow or similar ITSM tools for incident and problem tracking, reporting, and workflow management
• Experience using Dynatrace and similar monitoring tools to identify and resolve performance issues.
• Strong analytical skills with the ability to turn data into actionable insights.
• Ability to work collaboratively with technical teams and business stakeholders.
• Experience creating reports and dashboards that support informed decision-making.

So, what’s in it for you?

• Bonus Schemes - A bonus that regularly rewards you for your performance
• Retirement support - We will match your contributions up to 5% of your salary
• Health & wellbeing - Discovery Medical Health Scheme
• Financial protection - Life assurance, income protection and short and long-term disability insurance

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities!

If you are successful in your application and join us at Vitality, this is our promise to you, w e will:

• Help you to be the healthiest you’ve ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.