Job Description

APPLICATION SUPPORT ANALYST | JOHANNESBURG
R400,000 CTC PER ANNUMOur client - is a leading full-service commercial Bank, is looking for an Application Support Analyst to join their team. The company operates across ten African countries, the UAE and UK, with representative offices in China, India and Lebanon. Theyre evolving to redefine the power of relationship.JOB MISSION:The Application Support Analyst will provide technical support on the banks digital applications and systems. The role is responsible for managing the Banks applications uptime, maintenance and support in accordance with the banks and industry SLAs. Ensuring efficient reporting and customer interaction.REPORTS TO:
Application Support ManagerYOUR DAY TO DAY24/7 Operational Banking Systems Management:

• Setup and maintenance of the applications
• Preventative maintenance
• Problem solving / trouble shooting on the application and daily support on the application
• Assist with Installation and upgrading of the application software on the servers
• Assist with Testing of new application releases or fixes
• Skills transfer to other application support specialists
• Involved with Application configuration management
• Proactive monitoring of the application to ensure exceptions are detected as early as possible
• Assist with detail impact analysis of changes on the system
• Assist with providing system architecture with detail on system and applications
• Provide input when required for reporting at IT change management committee
• Reporting and customer interaction
• Maintaining a call handling process and liaising with customers to establish details of their problems or requirements, investigation and resolution
• Achieving targets as per agreed SLAs
• Interaction with various departments within the bank and the application vendor
• Escalation to management regarding exceptions and errors

Systems Development Lifecycle:

• Support Access Bank PLC banking applications

Business Planning and Decision Making:

• Interact with the companys business users to understand their issues so that they can be resolved

Policies and Procedures:

• Service Management System - Application Support
• Software Development Lifecycle
• Application Testing
• Disaster Recovery testing
• Support to IT Operations
• Administration management

Contacts and Business Relationships:
Internal:

• Entire Branch Network (Suites)
• Compliance Department
• Credit Department
• Risk Department
• Internal Audit Department
• Human Resources Department
• Business and Commercial Banking
• Finance Department
• Information Technology
• Business Intelligence Department
• Marketing Department
• Alliance Banking Department

External:

• Banks suppliers as per Supplier Catalogue
• Partner Banks
• Alliance Partners

IMPACT ON BUSINESS RESULTS:
Capability has a direct impact on the following:

• IT Operations
• All Business Suites
• Alliance Banking Partners
• BankServ Africa
• Treasury and Finance

FIGURES AFFECTED BY THE ROLE (KPIS):
Quantitative

• Banking Systems SLA

Qualitative

• IT SLA
• Service Management System metrics (refers to SMS)

MINIMUM ROLE REQUIREMENTS:

• Matric plus Degree/National Diploma in IT Technology or relevant qualification in Information Systems is essential
• 3-year IT support experience is essential
• IT Banking support experience is essential
• Technical aptitude of banking systems and applications used is essential
• Ability to troubleshoot and work through complex problems is essential
• Ability to translate technical responses in a way that users can understand and relate to is essential
• Good interpersonal skills and relationship management is essential
• Excellent communication skills are essential
• A self-starter, who requires low levels of direct supervision, is essential
• Willing to work irregular hours and to be on standby on a regular basis is essential
• 2 - 5 years technical support in a banking environment

SKILLS/ SPECIALIZED KNOW HOW:

• Basic coding/programming in OOP language
• Core Banking applications
• Payment systems
• NET/Java (basic)
• Querying relational databases (Oracle, SQL, MySQL)
• IP Networking
• Windows Server technologies
• Disaster Recovery
• ITIL/ISO 20000
• Application Lifecycle management
• Virtualisation
• File Mover
• Microsoft SQL Server

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