Application Support Analyst - Senior (Sp6) - Information Technology: Card Platform

Application Support Analyst - Senior (SP6) - Information Technology: Card Platform

Listing reference: capgh_000245

Listing status: Online

Apply by: 19 June 2024

Position summary

Introduction

As a member of the IT Card platform, the Application Support Analyst is charged with responding to and resolving customer issues concerning the Card landscape. The Application Support Analyst will also perform user acceptance testing in support of IT Card 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

KEY PERFORMANCE AREAS (KPAs)
The Application Support Analyst's duties include the following:

Testing
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

CORE COMPETENCIES
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

QUALIFICATIONS
Diploma or Degree in Information Technology, Computer Science, or equivalent
Card Scheme and/or Postilion certificate/s 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 the Card Payments industry, 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.