Applicant Support Analyst

Recruiter:

TransEra Solutions

Job Ref:

JHB000038/TD

Date posted:

Monday, September 2, 2024

Location:

Johannesburg, South Africa

SUMMARY:
APPLICATION SUPPORT ANALYST | JOHANNESBURG
R400,000 CTC PER ANNUM

Our 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. They’re evolving to redefine the power of relationship.

JOB MISSION:

The Application Support Analyst will provide technical support on the bank’s digital applications and systems. The role is responsible for managing the Banks applications uptime, maintenance and support in accordance with the bank’s and industry SLA’s. Ensuring efficient reporting and customer interaction.

REPORTS TO:
Application Support Manager

YOUR ‘DAY TO DAY’

24/7 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 SLA’s
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 company’s 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:

Bank’s 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 (KPI’S):
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

POSITION INFO:
APPLICATION SUPPORT ANALYST | JOHANNESBURG
R400,000 CTC PER ANNUM

Our 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. They’re evolving to redefine the power of relationship.

JOB MISSION:

The Application Support Analyst will provide technical support on the bank’s digital applications and systems. The role is responsible for managing the Banks applications uptime, maintenance and support in accordance with the bank’s and industry SLA’s. Ensuring efficient reporting and customer interaction.

REPORTS TO:
Application Support Manager

YOUR ‘DAY TO DAY’

24/7 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 SLA’s
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 company’s 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:

Bank’s 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 (KPI’S):
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

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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