Junior Application Support Analyst (Sp5) - Information Technology - Echannel

Junior Application Support Analyst (SP5) - Information Technology - eChannel

Listing reference: capgh_000265

Listing status: Online

Apply by: 29 September 2024

Position summary

Introduction

As a member of the IT eChannel platform, the Junior Application Support Analyst will provide first-line support on electronic channels including mobile applications, retail online banking platforms, and cellphone banking. The role will involve resolving support tickets, managing incidents, and ensuring that service level agreements (SLAs) are met. The individual will work closely with the senior support team to escalate complex issues and ensure continuity of service across all electronic channels.

Job description

KEY PERFORMANCE AREAS (KPAs)

The Junior Application Support Analyst duties include the following:

First-Line Support :

• Respond to support requests related to mobile apps, retail online banking, and cellphone banking platforms.
• Diagnose and resolve technical issues in a timely manner, providing efficient and friendly customer service.
• Escalate more complex or unresolved issues to second-line support or other relevant teams as required.

Ticket Management :

• Log, track, and prioritize support tickets using the companys service management tool.
• Ensure all tickets are managed and resolved within the agreed SLAs.
• Communicate regularly with customers and stakeholders on the status of their requests and resolutions.
• Ensure timely resolution of tickets in accordance with predefined SLAs

Internal Support :

• Provide technical support to internal users, ensuring a positive customer experience.
• Conduct basic troubleshooting for technical issues related to electronic channels.
• Document solutions and FAQs to assist users with self-service tools.

Testing & Test Case Development :

• Assist in developing and executing test cases on development changes
• Participate in regression and functional testing to ensure system reliability and performance.
• Log and document any issues or bugs identified during the testing phase, reporting them to the development

Collaboration :

• Work closely with the second-line support team and developers to understand issues and help resolve them.
• Collaborate with team members to share knowledge and improve processes.

Continuous Learning :

• Stay updated with the latest technology trends and updates in electronic banking platforms.
• Participate in training sessions to enhance knowledge of systems and support best practices.

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

Troubleshooting Skills

Knowledge of IT Infrastructure

Analytical Thinking

Willingness to Learn

QUALIFICATIONS

Diploma or Degree in Information Technology, Computer Science, or equivalent

Microsoft SQL certification will be an added advantage

Experience/Knowledge & Skills

At least 1-2 years of experience in banking

Any development experience will be an added advantage

Experience in support in an IT banking environment 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 Agile and basic software terminology