Application Support Analyst (SP5) - IT: Card Platform

Listing reference: capgh_000353

Listing status: Under Review

Apply by: 11 December 2025

Position summary

Industry: Banking

Job category: Informatics

Location: Windhoek

Contract: Permanent

EE position: No

Introduction

The application support specialist provides application support to the CIH group of companies to minimize service disruption and facilitate operations. A Card Platform Support Analyst provides technical and functional expertise for Card and related financial applications, manages user support, and ensures the smooth daily operation of Card systems. Key responsibilities include application monitoring, incident and problem management, system optimization, and support for business initiatives. This role requires experience with the Postilion application, strong problem-solving skills, and ITIL knowledge. This role is also responsible for performing required testing for all operational projects and upgrades as well as ensuring Quality Assurance testing is performed for all change projects. The role of the application support analyst is to provide support to business users by assisting in the resolution of queries timeously and enabling business users to better carry out their duties. The application support analyst will also investigate and resolve application errors and propose modifications and enhancements to existing applications to improve functionality or address any issues that arise. The scope of the role also includes gathering and management of test data, ensuring that defects and issues are tracked and resolved and evaluating the outcome of test cycles with a view to improving the test process. The application support analyst is responsible for ensuring that all relevant documentation is updated and maintained.

Job description

KEY PERFORMANCE AREAS (KPAs)

1. Daily operational support

· Resolve queries logged by business users in a timely and efficient manner

· Ensure queries are logged, tracked and managed via the correct channels

· Processing and review of daily reports

· Basic trouble shooting for processing support

· Standby and after-hour support as required

· Assist users with queries and troubleshooting.

· Provide training or knowledge-sharing sessions when needed.

· Maintain updated user guides and FAQs.

· Compliance & Security

· Ensure adherence to regulatory and audit requirements.

· Maintain secure configurations and access controls.

2. User management

· Ensure user access requests are actioned within the stipulated guidelines and mandates

· Ensure that user management (inactive users, terminations, etc.) is performed within stipulated timeframes

3. 3^rd Party vendor engagement

· Log calls with 3^rd party vendors for bugs and defects identified

· Follow up 3^rd party vendor calls to ensure resolution

· Ensure that solutions provided by 3^rd party vendors are tested before being deployed

· Follow up and management of vendors to ensure various software releases are successfully deployed in production

4. Testing

· Ensure test cases are designed and aligned based on set requirements

· Build and maintain test suites including full regression testing for both manual and automated testing for relevant applications/software support

· Evaluate the outcome of test cycles and ensure continuous improvement of the test process

5. Skills Improvement

· Keep abreast of current methodologies, technologies and tools

· Contribute and implement new ideas on processes

· Quick turnaround service delivery to clients

· Adapt to changes within unit quickly

6. Incident Management

· Respond to Card-related incidents within SLA.

· Draft Incident reports with root cause analysis and documented resolutions.

· Pro-active escalate critical issues promptly to relevant stakeholders.

· Monitoring applications for performance and availability.

· Implement proactive alerts and health checks.

· Analyse logs and performance metrics regularly.

· Change Management

· Validate and deploy Card system changes.

· Ensure rollback plans and risk assessments are documented.

· Participate in change control meetings

Minimum requirements

Qualifications

· Grade 12

· Diploma or Degree in Information Technology an advantage

· Microsoft SQL qualification, scripting for data analysis and support

Certifications: SAFe Agile/DEVOPS (preferred)

Experience

· At least 3-5 years of support and/or testing experience

· Exposure to various methodologies

· Minimum of 5 years banking experience will be an advantage

· Minimum of 3 years Card applications and systems will be an advantage

Foundational knowledge of Card payments will be an advantage