Core Banking Support Analyst

Job Summary

Provide level one support on all core banking, branch, and bank operations systems. Liaison person between level two and three technical support team (Center and Vendor) and business user.

Job Purpose:

•  Provide level one support on all core banking, branch, and bank operations systems. Liaison person between level two and three technical support team (Center and Vendor) and business user.
• To manage the implementation, maintenance, and enhancement of all Core Banking (Retail and corporate) Applications systems to enable the use of appropriate platform technology, as an integral and reliable component of business process within country. In-depth Knowledge of Oracle PL SQL developer is must. Good understanding of banking Functionalities like CASA, Retail and Corporate Loans, Fixed deposits, NEFT, RTGS, General Ledger, End of Day/Month/Year Processing, Classification of Normal, Suspended Accounts, Inward and Outward Clearing, bank, and branch operations.

Key Accountabilities

Service (Applications)Availability

The prime responsibility is for maintaining the availability and reliability of core applications to ensure that IT can effectively meet service targets in accordance with planned business objectives.

Key Activities

• Provide a range of application availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis.
• Successfully facilitate delivery of changes to reports needed by the business and ensure that reports and their dependencies are made available for the business.
• Provide holistic support of application availability to Business Users.
• Take actions to achieve reductions in frequency and duration of incidents that impact application availability.
• Ensure shortfalls in application availability are recognized and appropriate corrective actions are identified and progressed.
• Act on agreed appropriate actions with Line Management to maintain or improve application availability levels.
• Initiate and coordinate actions required to maintain or improve availability of applications.
• Act as a coordination point for changes to applications when needed.
• Maintain an awareness of technology advancements and best practices that support application availability.
• Log and monitor incidents in the Portal and ensure they are scoped for release.
• Explore basic automation opportunities for repeatable tasks and recommend/ implement solutions in collaboration with the appropriate teams.
• Lead/participate in run the bank projects and changes within core banking support systems.
• Set up and chair relevant meetings (Troubleshooting meetings with vendors, Project meetings etc.)
• Analysis and documentation of business processes to create knowledge base.

Change and Test Management

Responsibility is to ensure that proper testing occurs for all Application changes released into the production environments as assigned to you by Line Management

Key Activities

• Work closely with Release Analysts.
• Review releases and assign appropriate release testing tasks.
• Vet & validate changes to ensure no disruption.
• Engage in changes and collaborate to deliver new requirements.
• Compile and review the Testing Deliverables.
• Conduct installation procedure tests.
• Participate in functional, performance, and integration testing results.
• Coordinate user acceptance testing.
• Coordinate back out testing.
• Conduct supporting documentation review.
• Compile test results.
• Conduct release test review.
• Coordinate post release testing.
• Validate and communicate results of testing activities.

Key Activities

• Identify service needs for the Business Units represented to IT.
• Escalate Business unit service issues to the Service Manager
• Communicate service status on service issues to the Business Unit

Risk Management

• Build relationship with country Technology Risk and Compliance team and provide support wherever required.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls, and compliance requirements.

Preferred Qualification

•  Bachelor’s Degree in computer science or any IT related fields.
• ITIL v4 Certification
• Database Certification Oracle DBA, Microsoft SQL, PostgreSQL.

Preferred Experience

• 3 – 5 years IT experience in a business environment.
• 1-year minimum experience fulltime support Database management – Microsoft SQL and Oracle.
• Experience in bank operations system e.g., Sybrin system support
• Experience in Swift Payments systems and integration.
• Experience in branch operations support systems – Customer on-boarding process system support.

Knowledge and Skills

• Translate Bus Requirements to Tech Solutions (Solid)
• Negotiation Skills (Solid)
• Strategic Thinking (Solid)
• ITIL - Governance Framework (Solid)
• Communication Skills (Written and Verbal) (Solid)
• Subject matter expertise (Solid)
• Understand the IT service delivery within a corporate environment (Advanced)
• Conceptual thinking skills (Solid)
• Ability to analyze, make decision and initiate act (Solid)