Principle Accountabilities
- Execute and monitor tasks and programs as outlined in the appropriate task schedules.
- Troubleshoot and analyse problems and either solve them or correctly escalate to the appropriate analyst or vendor without undue delay and coordinate the resolution.
- Speedy closure of the issues and problems assigned to the analyst with pro-active prioritization and feedback.
- Maintaining Data Integrity and security in accordance with banking compliance standards.
- Plan and put into action long-range solutions for resolving recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves while promoting best practices. Updating and maintaining technical documentation, FAQs and support procedures.
- Install and perform minor repairs to software following the genuine installation or repair instructions.
- Ensure minimal disruption to business during maintenance or upgrade activities.
- Managing administrative ICT Services.
- Assist in Inventory Management, Software Licensing and receipt of software, hardware, stationary and other IT supplies.
- Help enhance relationship with vendors in conjunction with the corporate leadership.
- Prepare status reports and monitor, analyze and evaluate the performance of various systems.
- Identify performance degradation trends and problem areas and actively participate in resolution.
- Participate in the implementation of IT related policies and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
- Avail all scheduled reports and also generate ad-hoc reports as requested by the Business Users.
- Work closely with other IT teams to ensure systems are integrated correctly to provide the required services.
- Man the Service desk and assign tickets to respective technicians as applicable.
- Continuous improvement initiatives to enhance response and resolution times.
Key Competencies and Skills
- Strong understanding of core banking systems.
- Familiarity with system architecture, integrations and common failure points.
- Ability to diagnose, analyze and resolve escalated issues within the agreed timelines.
- Proficiency with ticketing system.
- Technical Documentation.
- Ability to support testing and deployment of software changes in coordination with ICT teams.
- Customer Service & Communication.
- Ability to prepare accurate and clear documentation for system issues and resolutions.
- Quickly resolving issues.
- Attention to Detail in report generation and issue resolution.
- Clear and effective communication skills.
- Customer Focus.
- Adaptability and Learning Agility.
- Collaboration and Teamwork.
- Ethics and Integrity.
- Analytical Thinking.
- Effective organizational skills.
Minimum Qualifications, Knowledge and Experience
- Bachelor's degree in information technology, Computer Science, or a related field.
- Professional Certifications such as ITIL, COBIT, Oracle, Ms SQL
- A minimum of 1 year working experience in a busy IT environment as a system analyst with hands on role in application administration.
- Experience in providing support for systems applications, and associated technologies.
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