Application Support Analyst-1

2 weeks ago

Johannesburg, South Africa FirstRand Full time

Job Description- Hello Future Production Support Analyst
- Welcome to FNB, the home of the #changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud of people that make it happen.
- Are you someone who can:

- Has experience in providing excellent customer service and support is important. Application Support Analysts often interact with end-users, so the ability to handle customer inquiries, resolve issues promptly, and maintain a positive attitude is essential.- Key responsibilities:

- Increase operational efficiency and suggest solutions to enhance cost-effectiveness.
- Deliver exceptional service that exceeds customers’ expectations through proactive, innovative and appropriate solutions by resolving queries fast end effective.
- Responsible for the timely and effective response of banking systems user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses.
- Improves user experience by pro-actively advising of issues or fixes being implemented on the system using the appropriate communication avenues.
- Translate Business Strategies into actionable goals and execute relevant projects / initiatives aligned to strategic objectives with specific performance measures and control systems to track progress.
- Comply, understand, and implement all steps within development and meet governance in terms of legislative and audit requirements.
- Maintain and track changes/ fixes to banking systems, as and when required by business, to reduce the number of production problems caused by downtime.
- Manage incidents and requests via service now and Jira to ensure successful resolution within agreed timelines.
- Manage the incident and request via service now and jira to completion of queries by trouble-shooting end-use functional issues and resolve or identify OCEP (Omni Channel Enablement Platform) partner and escalate for resolution.
- Analytical and Problem-Solving Skills: Application Support Analysts need to have strong analytical skills to identify and resolve technical issues efficiently. They should be able to troubleshoot problems, analyze data, and propose effective solutions.
- Communication and Interpersonal Skills: Excellent communication skills, both written and verbal, are crucial for an Application Support Analyst. They need to effectively communicate with end-users, developers, and other stakeholders to understand and address their concerns.- Have grade 12, A+, N+ or 4 Years Banking experience.
- Itil Foundation.
- 3270/ Hogan experience
- Must have excellent communication skills verbal and written.
- Technical Skills: Proficiency in various banking systems (such as Online Banking Enterprise, Online Banking, APP & Assisted on Platform (AOP), databases (such as SQL) and troubleshooting tools is essential. Knowledge of ITIL (Information Technology Infrastructure Library) practices and incident management processes is also beneficial or equivalent of managing tickets.
- Incident Management: Experience in incident management processes, including ticketing systems, prioritization, and escalation procedures, is valuable. This ensures efficient handling of user-reported issues and adherence to service level agreements.- You will have access to:

- Opportunities to network and collaborate
- Challenging Working
- Opportunities to innovate
- We can be a match if you are:

- Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough to
- Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do itJob Details

Application Closing Date

16/02/24

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