Job Purpose
To provide first level user support across all related IT Applications in South Sudan Branch. In addition, the Applications Analyst will provide desktop support in South Sudan, monitor performance of IT Applications and escalate high impact issues to the Applications support manager.Key Responsibilities/AccountabilitiesProvide IT applications first level support to all users in South Sudan branch
Provide first level support for all relevant applications to all users in South Sudan branch
Log/report/escalate all application faults/incidents.
Review fault/incident logs to ascertain and address all system related issues.
Ensure all faults/incidents are resolved within agreed SLAs and escalate all high priority incidents to the the applications support manager.
Provide after-hours support in line with Service Level Agreements to ensure customer satisfaction
Installation, support and maintenance of Application systems
Installation, support and maintenance of application systems as directed by the Application support manager.
Conduct periodic checks on the installed application systems and produce reports as directed
Perform housekeeping/maintenance activities on Applications as directed
Participate in project implementation as assigned by the Applications Support manager.
Monitor all Applications to ensure high availability of service.
Conduct periodic checks to ensure high availability of all application systems
Identify shortcomings on the bank’s application systems and provide solutions to improve or rectify them according to business requirements
Participate in all Disaster Recovery Testing and Simulation activities
Adherence to the bank’s Information Security standards and risk management
Carry out risk assessment on installed application systems and ensure that noted gaps raised and addressed timely
Maintain adequate Information Security controls according to the Group standards. This includes (but not limited to):
Password configurations/administration (refer to LAM policy)
Privileged User and activities Reviews
Patching
Logical Access Controls (communication mechanisms)
Desktop Support
Perform routine maintenance on desktops and laptops
Provide first level desktop support to all users at South Sudan.
Install, upgrade and troubleshoot hardware and software systems
Support bank staff through installing applications and computer peripherals
Escalate unresolved issues to the next level of support personnel
Preferred Qualification And Experience
At least one-year experience in any of the following areas: IT security, Infrastructure, Technical, support, Systems Administration, Applications support, Electronic Banking/Channels Support, Programming, Database Administration, Systems Analysis
Banking/financial industry experience would be an added advantage
Knowledge/Technical Skills/Expertise
Must have working knowledge of the bank’s Core systems
Must have working knowledge of systems management, implementation methods and applications Support.
Hands-on experience with Windows/Linux/Mac OS environments will be an added advantage
Excellent problem-solving and multitasking skills
Customer-oriented attitude
Working knowledge of office automation products and computer peripherals, like printers and scanners
Certification/Active Membership of a professional organization would be an added advantage
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