Application Support Analyst - Senior (Sp6) - Information Technology (Process Automation)

Capricorn Group Limited - windhoek, namibia

17 days ago

Application Support Analyst - Senior (SP6) - Information Technology (Process Automation)

Listing reference: capgh_000238

Listing status: Online

Apply by: 9 June 2024

Position summary


PRIMARY PURPOSE OF THIS POSITION As a member of the IT Process Automation platform, the Application Support Analyst is charged with responding to and resolving customer issues concerning the Process Automation application landscape. The Application Support Analyst will also perform user acceptance testing in support of IT Process Automation platform products. Responsibilities also include preparing and executing test scripts and reporting status at agile team ceremonies. The Application Support Analyst is responsible for identifying and defining the required tests throughout the software development life cycle, including requirements, user acceptance, and release testing. The Application Support Analyst will prepare test plans and cases in line with the Capricorn Group of companies guidelines and standards. The scope of the role includes gathering and managing test data, ensuring that defects and issues are tracked and resolved in a timely and effective manner, and evaluating the outcome of test cycles. The Application Support Analyst ensures that product testing is planned and carried out in accordance with the schedule and quality requirements and that all deadlines are met. This is a Capricorn Group role with CIG entity responsibility.

Job description


The Application Support Analyst's duties include the following:


  • Support overall QA activities such as the development of Test Approach, Test Cases, and automated test execution as needed
  • Identifying products to be assessed in the software review process
  • Defining the appropriate test to be carried out, including the test data to be used
  • Managing the test data by documenting the results of each test cycle to identify flaws and liaising with the agile development team
  • Running diagnostic and system testing and presenting the information to the relevant stakeholders
  • Coordinate agile development team activities by keeping product testing in pace with development
  • Identifying and eliminating redundant functions and components
  • Improving knowledge of IT Platform business applications and user needs and expectations
  • Negotiate quality criteria with customers and clarify use cases in test production
  • Draft effective and thorough tests cases
  • Create and manage automated test scripts
  • Record test results within epic deadlines
  • Assess and update test plans and documentation
  • Gain awareness of business application and validate requirements against user expectations
  • Document test results and evaluate results to determine defects
  • Update test suite repository with modified test files
  • Perform system testing for new product execution and system production changes
  • Understanding and implementing industry standards and protocols.
  • Build and maintain test suites including full regression testing for both manual and automated testing for relevant IT Platform applications/software support
  • Ensure test plan and test cases are designed and aligned based on set requirements

    Production Support

  • Resolve queries logged by business users in a timely and efficient manner
  • Ensure queries are logged, tracked, and managed via the correct channels
  • Lead by example through demonstration of high performance in the areas of customer service, collaboration, teamwork, reliability, efficiency, and execution
  • Strong customer service skills and an ability to interact at all levels of the organization (customers, technical teams, and Executives)
  • Provide two-tier support to all applications and provide assistance to all end users and identify any issues in production
  • Analyze all vendor applications and provide operational support to same and perform reviews
  • Troubleshoot minor and major system problems in a timely manner and escalate when necessary
  • Troubleshoot errors and application issues via periodic testing, service desk tickets, and other methods
  • Work with software vendors to have application issues fixed, both short-term and long-term (root cause)
  • Standby and after-hour support as required

    Agile Team Responsibilities

  • Participate in team ceremonies (Daily Standup, Iteration Planning, PI Planning, etc.)

    Minimum requirements


  • Well-organized, dynamic, and innovative
  • Self-confidence, drive, and tenacity
  • Accuracy and adaptability
  • Assertiveness and committed
  • Conscientious
  • Consistency
  • Credibility
  • Detailed and methodical
  • Goal-directedness and deadline-driven
  • Ability to handle pressure
  • Innovative
  • Reliable
  • Systematic


  • Diploma or Degree in Information Technology, Computer Science, or equivalent
  • ISTQB Foundation certificate will be an added advantage
  • Microsoft SQL certification will be an added advantage
  • SAFe for Teams certification will be an added advantage

    Experience/Knowledge & Skills

  • At least 5-6 years of banking / IT (testing and application support) experience
  • Any development experience will be an added advantage
  • Experience in support in a IT banking environment an added advantage
  • AzureDevOps experience an added advantage
  • Exposure to various IT Support and Development methodologies
  • Knowledge specific to the business, e.g. banking products, banking rules and legislation, digital channels, payment methods, etc.
  • Knowledge specific to core business systems, i.e. Phoenix, Postilion, Postilion Office, PostCard, iBank/EPaC, OpenText AppWorks, OpenText ECM, an added advantage
  • Knowledge of Business Process Management (BPM) software and tools an added advantage
  • Knowledge of databases and SQL scripting will be an added advantage
  • Interest in keeping abreast of current trends in testing, especially as they relate to the technologies being used
  • Understanding of the software development life cycle and basic software terminology
  • Experience in documenting test scripts, test cases and test data.

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