The Analyst will provide effective functional and technical support for the relevant applications, ensuring issues are appropriately documented, tracked, addressed, and resolved in a timely manner as per Service Level Agreements (SLAs), with strict adherence to the company's IT & Business guidelines and compliance requirements. The analyst will work closely with business users and software vendors to deliver solutions and resolve issues, support digital banking and AI-enabled applications while maintaining and updating custom code owned by the company.
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Responsibilities
- Troubleshooting and Issue Resolution: Identify, analyze, and resolve issues that arise in software applications, including diagnosing and fixing bugs, as well as implementing long-term solutions to recurring problems.
- Technical Support to End-Users: Provide technical support to end-users, helping them navigate and use the application effectively by responding to queries, guiding through features, and resolving technical difficulties.
- Maintaining the Software System: Ensure smooth operation of the software system with regular checks and updates, including monitoring performance and maintaining documentation of system functionality and updates.
- Automation of Business Processes: Work on automating business processes to improve efficiency using scripting, coding, or automation tools.
- Communication and Collaboration: Communicate effectively with business users to understand needs and provide appropriate solutions, ensuring timely issue resolution to minimize downtime and impact on operations.
Core Responsibilities
- Implement changes as required by business needs or project requirements.
- Prepare and maintain comprehensive documentation for all support activities, including issue logs, resolution steps, and changes made to the system.
- Identify areas for improvement in the support process and implement enhancements for increased efficiency and effectiveness.
- Support automation and digital transformation initiatives.
- Provide training and support to users to ensure proficiency in using applications.
- Share knowledge and best practices with team members to foster a collaborative and informed support environment.
Requirements
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Good knowledge of banking concepts.
- Experience with typical software development lifecycles and best practices.
- Proficient in SQL and Python coding.
- Strong knowledge of personal loan and credit card products, market dynamics, and regulatory environment.
- Strong skills in conceptual thinking, persuasive communication, strategic thinking, and relationship building.
- A blend of strategic thinking, operational excellence, and market insight is essential for driving sustainable growth.
