Application Support Analyst (SP5) -IT eChannels Platform
Position summary
Introduction
Job description
ob description
KEY PERFORMANCE AREAS (KPAs)
The Junior Application Support Analyst duties include the following:
First-Line Support:
Respond to support requests related to mobile apps, retail online banking, and cellphone banking platforms.
Diagnose and resolve technical issues in a timely manner, providing efficient and friendly customer service.
Escalate more complex or unresolved issues to second-line support or other relevant teams as required.
Ticket Management:
Log, track, and prioritize support tickets using the company’s service management tool.
Ensure all tickets are managed and resolved within the agreed SLAs.
Communicate regularly with customers and stakeholders on the status of their requests and resolutions.
Ensure timely resolution of tickets in accordance with predefined SLAs
Internal Support:
Provide technical support to internal users, ensuring a positive customer experience.
Conduct basic troubleshooting for technical issues related to electronic channels.
Document solutions and FAQs to assist users with self-service tools.
Testing & Test Case Development:
Assist in developing and executing test cases on development changes
Participate in regression and functional testing to ensure system reliability and performance.
Log and document any issues or bugs identified during the testing phase, reporting them to the development
Collaboration:
Work closely with the second-line support team and developers to understand issues and help resolve them.
Collaborate with team members to share knowledge and improve processes.
Continuous Learning:
Stay updated with the latest technological trends and updates in electronic banking platforms.
Participate in training sessions to enhance knowledge of systems and support best practices.
Agile Team Responsibilities
· Participate in team ceremonies (Daily Standup, Iteration Planning, PI Planning, etc.)
Minimum requirements
Minimum requirements
CORE COMPETENCIES
· Well organized, dynamic, and innovative
· Self-confidence, drive, and tenacity
· Troubleshooting Skills
· Knowledge of IT Infrastructure
· Analytical Thinking
· Willingness to Learn
QUALIFICATIONS
· Diploma or Degree in Information Technology, Computer Science, or equivalent
· Microsoft SQL certification will be an added advantage
Experience/Knowledge & Skills
· At least 1-2 years of experience in banking
· Any development experience will be an added advantage
· Experience in support in an IT banking environment an added advantage
· Knowledge of databases and SQL scripting will be an added advantage
· Interest in keeping abreast of current trends in testing, especially as they relate to the technologies being used
· Understanding of the Agile and basic software terminology