South Africa

Senior Applications Support Analyst

Company Letshego Holdings Limited
Reference # SASA
Published 11/02/2020
Contract Type Permanent
Salary Market Related
Location Gaborone, South East, Botswana
The Senior Applications Support Analyst is responsible for supervisory administration and support of all Group users on the core banking system and other Group business applications by working with the business to analyze business requirements, provide technical expertise and ensure the availability, security and stability of the business applications.
Job Functions Monitoring & Evaluation,Project Management,Systems Administrator
Industries Financial Services
System Administration
1.Provides all system aspects for successfully installing, configuring, and running day-today maintenance of IBM BPM systems.Keep up to date with the Core Banking System architectural components, transaction processing workflow at the components / database objects level, frontend functionality and backend objects.
2.Perform Core Banking System parametrization requests raised by the parametrization committee as well as a periodic parametrization changes like product set up, supplier set up, employer set up etc.
3.Create, assign access rights, revoke access rights and

4.Investigate found user/system problems by performing a root cause analysis, verifying by test case scenarios and collecting a required data/log information to be sent to the Vendor for resolution.
5.Register issues in the Vendor’s helpdesk system by providing a detailed information (error screenshots, table rows, and logs from a required sources) about an issue. Further track of open issues by timely acting on a Vendor’s requests.
6.Organize a thorough verifications/tests of a sent by Vendor solutions in UAT environments before deploying to production and only upon authorization by Business support management.
7.Ensure Core Banking System’s production and test environments data integrity and proper functioning;
8.Liaise with business user management on their report requirements and develop scripts and reports and dashboards for complex reporting requirements of the business.
9.Upgrades and patching of Core banking system and related components softwares e.g. IBM WebSphere
10.Responsible for the installation, maintenance and configuration of WebSphere Application Server, IBM Enterprise Content Manager and Tomcat.
11.Deploy, Administer, Support and maintain middleware applications to enable communication between financial applications on diverse platforms with varying interfaces.

12.Liaise with the applications support vendors and outsourced contractors directly on departmental support and performance against service level agreements.
13.Provide second line support to applications support analysist that have escalated issues and/or users on the key business applications.
14.Monitor and manage the department’s support function by ensuring all user queries that are logged for the department are resolved within the defined SLA timelines.
15.Analyse and resolve more complex issues logged by users and provide ongoing support to business users.
16.Utilise fully the call support system in place (e.g. Manage engine) to document communication with the users and to manage the team’s efficiency and productivity.
17.Establish working relationships with business and application development project team members.
18.Become a user expert on how the core banking system and related channels work, gaining an understanding of the strengths and weaknesses; and championing customer issues in order to ensure they have a positive experience.
19.Develop the Applications Support team by continually improving administration, support, batch processing, and completion of projects efficiently and effectively.
20.Continuously seeks to improve user satisfaction and ultimately customer satisfaction, loyalty and retention by ensuring the department provides an excellent user experience.
21.Helps develop the team by continually improving processes
22.Communicate resolution of issues to users in the appropriate level of detail within the defined SLA
23.Contributes to the positive growth and development of the Applications Support team.
24.Performs routine diagnostics and maintenance with multiple operating systems
25.Applies patches in UAT or production based on strict adherence to change control policies and procedures and assists with testing of patch releases, vendor modifications, upgrades and patches.
26.Resolves routine issues and problems.
27.Provides technical support for supported systems
28.Resolves most incident tickets escalated to them and test/understands new changes that have been implemented
29.Improves efficiency of systems assigned to meet client needs.
30.Communicates with vendors to resolve technical issues.
31.Documents non-routine procedures and workarounds and solutions.
Monitoring and Processing
32.Troubleshoot complex issues with IBM WebSphere processes and resolves issues
33.Lead the Disaster Recovery processes including restoration procedures (test/live) in accordance with
34.Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
Project execution
35.Completes tasks as assigned by the Senior Applications Analyst, Group Applications Support Manager or Project Managers to ensure that the Project is completed within set deadlines.

36.Performs assigned Project tasks within the agreed timelines.

37.Establishes a good working relationship with the project managers, the business and other project team members.
IT Governance
38.Adheres to strict governance procedures when executing his/her job responsibility including but not limited to security, change control, administration, segregation of duties , batch processes etc.
39.Understands and complies will all IT policy and procedures and adheres to the highest level of controls.
40.Address control weaknesses and/or audit queries promptly.
41.Monitor access rights periodically ensure access is reviewed and updated in accordance with business requirements.

1)5 Years’ experience working with complex Topology in IBM WebSphere.
2)In-depth knowledge of IBM WebSphere configuration and administrator.
3)Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience.
4)Requires a minimum of 5-7 years of relevant work experience in supporting business applications and in particular a core banking system and related channels (advantage).
5)Understanding of SQL/Oracle DB experience and qualification will be an added advantage.
6)Must have some knowledge in a specialized area of the business such as lending, finance, operations and banking.
7)Ability to troubleshoot standard/common operating systems and software/hardware issues.
8)Ability to listen to symptom descriptions to analyze problems and to resolve effectively.
9)Ability to communicate technical information in an understandable way to non-technical users.
10)Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters.
11)Ability to perform job with minimal supervision.
12)Ability to establish working relationships with others and provide communication of activities.
13)Fundamentals of Banking and Financial Management knowledge or any course or studies in this line would be advantageous.
Job Closing Date 19/02/2020
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