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Job SummaryTo provide specialist advise and support related to applications analysis or services, in order to meet client needs, through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Kenya. Please contact Reward for details.
Job Description
Core Banking Support Analyst
Job Summary / Purpose:
The role provides function level one support to business functions by translating business needs into technical requirements. The role holder acts as the link between business users and technical support team (Centre and Vendors), works with the support teams to meet business needs.
The role coordinates COE change management, extracts data as per business user requirements, provides support to know errors or problems where solutions and data is available to guide such as inactive GL, and balance mismatches, estimates project timelines and collaborates with development teams. Build knowledge base to build technical support continuity.
Key accountabilities/Deliverables/Outcomes
Incident Management
Responsibility is to ensure that proper resolution and stakeholder management for all Application queries.
Key Activities
- Work closely with users and offshore teams to provide solutions.
- Participate in functional, performance, and integration changes and subsequent actions to alter or amend them.
- Support resolution of issues and consult with lead application analysts and third-party providers where needed.
- Act as a coordination point between callers and application experts.
- Translate user queries and requirements.
Change Management
Responsibility is to ensure that proper change processes for all Application changes released into the production environments as assigned to you.
Key Activities
- Work closely with Project teams, business teams and Lead solution architects.
- Participate in functional, performance, and integration changes.
- Approval processes (pre-change and change specific approvals)
- Raising and following though Changes
- Review releases and assign appropriate change tasks.
- Compile and review the Deliverables.
- Coordinate back out measures.
- Coordinate post release.
- Compile results.
- Validate and communicate results of Changes.
Business Liaison
Single point of contact for one or more business units to represent IT services.
Key Activities
- Identify service needs for the Business Units represented to IT.
- Escalate Business unit service issues to the Service Manager
- Communicate service status on service issues to the Business Unit
- Report on quality of services rendered to Business Unit(s)
- Translate Business Requirements to Tech Solutions
- Analyse, make decisions and initiate.
- Resolve problems or technological challenges that conform to defined architectural principles and solving day to day BAU.
Service (Applications) Availability
The prime responsibility is for maintaining the availability and reliability of core applications to ensure that IT can effectively meet service targets in accordance with planned business objectives.
Key Activities
- Successfully facilitate delivery of changes to reports needed by the business and ensure that reports and their dependencies are made available for the business.
- Take actions to achieve reductions in frequency and duration of incidents that impact application availability.
- Ensure shortfalls in application availability are recognized and appropriate corrective actions are identified and progressed.
- Act on agreed appropriate actions with Line Management to maintain or improve application availability levels.
- Act as a coordination point for changes to applications when needed.
- Maintain an awareness of technology advancements and best practices that support application availability.
- Log and monitor and work towards resolving incidents in the Portal and ensure they are scoped for release.
Risk Management
- Build relationship with country Technology Risk and Compliance team and provide support wherever required.
- Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls, and compliance requirements.
- Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets.
People Management
- Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
- By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
- Create documents, presentations and other CoE related documents.
Preferred Qualification
- Bachelor’s Degree in computer science or any IT related fields.
- ITIL v4 Certification
- Database Certification Oracle DBA, Microsoft SQL, PostgreSQL.
Preferred Experience
- 3 or more years of IT Business System support experience in a busy business environment.
- Proficiency in database management Microsoft SQL, Oracle DBA and/or PostgreSQL.
- Project management and user testing experience.
Knowledge & Skills
- Translate Bus Requirements to Tech Solutions (Solid)
- Negotiation Skills (Solid)
- Strategic Thinking (Solid)
- ITIL – Governance Framework (Solid)
- Communication Skills (Written and Verbal) (Solid)
- Subject matter expertise (Solid)
- Understand the IT service delivery within a corporate environment (Advanced)
- Conceptual thinking skills (Solid)
- Ability to analyze, make decision and initiate act (Solid)
***Application Deadline – 18th March 2024***
