Business System Support Analyst

Role Overview

You will be the frontline technical contact for our core banking platform and connected digital services, making sure daily operations run without interruption for business users. Your work involves diagnosing application faults, overseeing overnight processing, validating data integrity, and helping test system changes before they go live. You will also actively support our use of artificial intelligence to make operations more efficient, uncover insights from data, and strengthen fraud prevention measures.

Key Responsibilities

• Act as the initial escalation point for users experiencing issues with the Temenos Transact (T24) environment and related banking applications, managing each incident through to resolution within defined service targets.
• Investigate transaction-level problems across customer accounts, loans, deposits, and other financial operations, using available tools and database queries to trace root causes and confirm fixes.
• Monitor application availability, scheduled batch jobs, and end-of-day or end-of-month processing; promptly detect failures, escalate where required, and assist with recovery steps to limit operational impact.
• Participate in user acceptance testing and validation of system enhancements, document defects found during testing, and support verification after deployment to confirm fixes work as intended.
• Run data validation and reconciliation checks, write SQL queries to verify application data, and support the preparation of operational and management reports that decision-makers rely on.
• Identify opportunities where AI tools and techniques can improve workflow efficiency, support risk assessment, and enhance data analysis; promote responsible adoption across the organisation.
• Maintain accurate records of incidents, resolutions, and recurring problems; create user guides, knowledge-base articles, and support documentation to reduce future downtime.
• Collaborate with business users, ICT colleagues, software vendors, and project teams to support upgrades, implementations, and continuous improvement of banking systems.

Requirements & Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a closely related discipline.
• At least one year of experience in application support, core banking system support, ICT service support, or a similar role involving business applications.
• Working knowledge or hands-on experience with Temenos Transact (T24) or an equivalent core banking platform is strongly preferred.
• Basic to intermediate SQL skills, including the ability to query databases, verify records, and interpret results for troubleshooting and reporting.
• Understanding of IT service management principles, incident handling, and service-level agreements.
• Familiarity with system testing methodologies, user acceptance testing, and release/deployment processes.
• Demonstrated interest or experience in artificial intelligence, data analytics, or automation, particularly in a financial services context.
• Strong analytical and problem-solving abilities, with a methodical approach to diagnosing technical issues.
• Clear communication skills to explain technical matters to both technical and non-technical users, and to work effectively within cross-functional teams.
• A high level of accuracy, integrity, and accountability in handling sensitive financial data and system changes.