Application Support Analyst (Junior) (SP4) - Information Technology: Enterprise Services Platform
Position summary
Introduction
Job description
KEY PERFORMANCE AREAS (KPAs)
The Application Support Analyst duties includes the following:
Production Support:
- Ticket Resolution & User Assistance:
- Provide timely and effective technical support to end-users, addressing application-related inquiries and guiding them on optimal usage.
- Resolve incidents and service requests logged by business users within defined service level agreements (SLAs).
- Accurately log, track, and manage all support requests using the designated ticketing system, ensuring comprehensive documentation.
- Ensure consistent communication with users throughout the incident resolution process, providing updates and managing expectations.
- Problem Analysis & Root Cause Determination:
- Analyze vendor and in-house applications to provide operational support and conduct regular performance reviews.
- Troubleshoot and resolve minor and major system problems efficiently, escalating critical issues according to established procedures.
- Diagnose and resolve application errors and issues through methods including periodic testing, service desk tickets, and log analysis.
- Collaborate with software vendors to identify root causes of application issues and implement both short-term workarounds and long-term solutions.
- On-Call & After-Hours Support:
- Provide on-call and after-hours support as required, ensuring minimal disruption to business operations.
Testing of Software solutions and Applications:
- Test Planning & Strategy:
o Develop and Maintain Test Strategies: Collaborate with stakeholders to define comprehensive test approaches, plans, and strategies aligned with project requirements and industry best practices.
o Requirements Validation: Analyze and validate business requirements and user stories to ensure testability and alignment with user expectations.
o Test Environment Setup: Define and configure test environments, ensuring data integrity and replicating production scenarios.
o Test Data Management: Design, create, and manage comprehensive test data sets to ensure thorough test coverage.
- Test Case Development & Execution:
o Test Case Design: Develop detailed and effective test cases, scenarios, and scripts (both manual and automated) to comprehensively test application functionality and performance.
o Test Execution & Reporting: Execute test cases, record test results, and generate detailed test reports, highlighting defects and areas for improvement.
o Regression Testing: Design and execute regression test suites to ensure that new changes do not negatively impact existing functionality.
- Defect Management & Collaboration:
o Defect Identification & Tracking: Identify, document, and track software defects using a defect management system.
o Root Cause Analysis: Collaborate with the agile development team to analyze defects, determine root causes, and implement effective solutions.
o Agile Collaboration: Coordinate testing activities with the agile development team, ensuring testing is aligned with development sprints and timelines.
o Test Suite Repository Maintenance: Update and maintain the test suite repository with modified test files.
Inter Team Collaboration:
o Apply a DevOps mindset that guides behavior and decision making.
o Participate and contribute in agile team ceremonies (Daily Standup, Iteration Planning, Iteration Review, PI Planning, etc.)
Team and Documentation Management:
o Creates and maintains technical troubleshooting help articles.
o Maintain knowledge of current and emerging technologies that directly affect platform applications.
o Create knowledge base documentation for End User Support (EUS).
o Interpret, author and update technical and user documentation as needed.
o Ensures and drives an engaged culture.
Minimum requirements
Core Competencies:
o Lead by example through demonstration of high performance in the areas of customer service, collaboration, teamwork, reliability, efficiency, and execution
o Strong customer service skills and an ability to interact at all levels of the organization (customers, technical teams, and Executives)
o Attention to detail and ability to work under pressure and handle stress.
o Works well within a team environment as well as individually.
o Must have excellent organizational and coordination skills.
o Must demonstrate sound analytical skills.
o Deciding, Initiating Action, Persuading and Influencing.
o Presenting and Communicating Information including Writing and Reporting.
o Achieving Personal Work Goals and Objectives.
Experience/Knowledge & Skills
o At least 2-4 years of experience in banking environment.
o Exposure to various IT Support and Development methodologies.
o Knowledge specific to the business, e.g. banking products, banking rules and legislation, digital channels, payment methods, regulation and compliance, etc.
o Understanding of the software development life cycle and basic software terminology.
o Experience in documenting test scripts, test cases and test data.
o Any development experience will be an added advantage.
o Experience in support in a IT banking environment an added advantage.
o Azure DevOps experience an added advantage.
o Knowledge of databases and SQL scripting will be an added advantage.
QUALIFICATIONS
o Diploma or Degree in Information Technology, Computer Science, or equivalent.
o ISTQB Foundation certificate will be an added advantage.
o Microsoft SQL certification will be an added advantage.
o SAFe for Teams certification will be an added advantage.