Analyst, Application Support

Analyst, Application Support

Industry job title:

Not applicable

Alternative job titles:

Specialist, System Administration

Information Technology

Job family*

Application Development Maintenance and Support

Job reports to*

Team Leader, Application Support

Career type*

Functional/Specialist

To plan, control, direct, evaluate and implement support activities of the applications in order to enhance customer experience.  Responsible for allocation of tasks, advanced troubleshooting and ensuring incidents are responded to and resolved within the required MTTR.  

Job criticality

Operationally Critical

Participate in the scope definition and deployment of new systemsand changes to the existing Applications.

Outputs and measures*

• Participate in the scoping of specifications for new systems in the portfolio, fixes and changes to existing systems in collaboration with business analysts and systems analysts. Provide the technical input on the impact of the anticipated changes on existing systems, functionality and interfaces. This includes patches and new releases planned by third party system vendors.
• Review the technical specifications of all changes that will impact the in-country core banking system Finacle. Ensure that the analysts take the requirements into account by acting as a subject matter expert on the specification documents.
• Advise on localisation requirements in terms of currency, data transfer, electronic communications or other local regulations that could impact global system implementations. Ensure that group standardisation principles are applied and that local variations are kept to a minimum. Drive the documentation and submission of the change requests. Monitor progress on implementation.
• Regularly engage with internal clients (relationship managers, business bankers etc.) to obtain an understanding of how the bank’s external clients are experiencing the bank’s systems and interfaces. Make recommendations on new automation opportunities or changes to improve end-user experiences for all locally controlled applications.
• Drive the development of locally owned applications by providing the technical expertise on the system requirements, proposing the changes to local product review committees and change authorities and participating in the projects to implement the changes (for example locally deployed of Customer Information Management System - CIMS).
• Participate in concept design sessions on requests based on local knowledge, make suggestions to the group owners of global systems on improvements that can be made to those systems.

Output group 2*

Drive the local testing and deployment of new functionality and changes

Outputs and measures*

• Supervise the development of test scripts for end-to-end regression and user acceptance testing. Ensure that the entire local system landscape is taken into account for the testing.
• Check that local test environments are set up for the testing to be executed with a view to ensure that the test environments are a close reflection of the production environments.
• Review unit testing and system integration testing (SIT) completed by head office functions or other country teams. Identify gaps in the testing that need to be covered by additional local testing.
• Check that the test scripts are loaded onto the relevant systems for automated tests and that manual test scripts are prepared where required. Identify the people who need to participate in user acceptance testing and coordinate the test activities. Review the test results and summarise the issues and fixes required. Distribute the test results to the correct parties in IT.
• For all locally owned systems, plan and execute regular penetration and other security testing. Report all substantive issues to the head of the area and develop remediation plans to address shortcomings. Work with information security specialists in the group if required.
• Participate in the go/no go decision, together with the supervisor, for system changes by providing a technology view on the readiness for the changes as well as the impacts.
• Make recommendations for system changes that cause faults on go-live,to the supervisor in terms of rolling back to the previous version or reverting to the backup system. Oversee the roll back or switch over.
• For major system failures, participate in the crisis management process by mobilising resources to investigate and solve the issue and by participating in a coordinated effort to bring the systems back into full operation.
• Participate in the communication of functional changes by providing technical input into communication and training materials.

Output group 3*

Perform the day to day support and maintenance of applications

Outputs and measures*

• Provide support to users on functional and technical requests.
• Work with level 2 and 3 support to resolve application incidents
• Review the performance of the systems as well as the team against service level agreements and operational level agreement with the infrastructure team. Compile reports and provide feedback to business users on the system uptime, open incidents, incident resolution times and all other pertinent matters on a monthly basis.
• Check that all service requests, incidents and issues that are escalated from the service desk are allocated to members of the team for resolution.
• Review open Team Track incidents and issues on a daily basis. Follow up with team members on the progress with their investigations and closeout. Personally monitor items that have been escalated to system owners at a group level.
• Supervise the execution of daily, monthly and annual data loads into interfacing systems locally or to the main data centre at head office. Review and resolve error logs and data transfer issues.    
• Assist with standby for application maintenance, changes and for times when changes are transported into production to ensure quick response in case of issues when required.

Output group 4

Ensure that system changes and maintenance efforts are well governed

Outputs and measures

• Contribute to the updates of business continuity management plans for the systems. Drive the execution of business resumption testing at least twice a year. Create corrective actions for gaps identified during testing.
• Participate in the compilation of monthly operational dashboards and management reports. This includes compliance and risk management reports for example vulnerability assessments.
• Check that standard operating processes, control requirements and risk management frameworks that are in place for IT are understood by all members of the team.               
• Review assurance and audit reports that relate to the department and contribute to the development and implementation of remediation plans.      
• Check that all evidence requirements for control reviews and audits are supplied timeously.
• Log Risk Incidents as a result of operational errors or fraud in the department. Participate in formal investigations. Ensure that all events are properly analysed and closed out.

Output group 5

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Outputs and measures

Type of qualification: First Degree
Field of study: IT and Computer Sciences

Formal minimum qualification 2

Type of qualification: Honours Degree
Field of study: IT and Computer Sciences

Other qualifications, certifications or professional memberships

Preferred qualification 1

Type of qualification: First Degree
Field of study: IT and Computer Sciences

Preferred qualification 2

Type of qualification: Honours Degree
Field of study: IT and Computer Sciences

Preferred other qualifications, certifications or professional memberships

ITIL Service Manager Certification

Job Function: Information Technology
Job Family: Application Development and Support
Years: 1-2 Years
Experience Description: Experience in supporting softwares in a multi-system environment.

Experience required 2

Job Function: Business Support
Job Family:Application Development and Support
Years: 1-2 Years
Experience Description: End user support and assistance

Experience preferred 1

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Experience preferred 2

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Competency Label: Exploring Possibilities
Competency Description:Exploring possibilities is about individuals being effective at displaying behaviours associated with different situations or problems. Individuals are required to look at a problem and define it in an abstract manner. “Unpacking” a problem in terms of its underlying principles and basing the problem on sound theory typically allows for deeper insight into the true nature of the problem. This makes the nature of the problem more complete, more meaningful and therefore longer term sustainable solutions more likely.  

Behavioural competency 2*

Competency Label: Taking Action
Competency Description:This competency is about taking action in service of achieving the organisation's goals. It is about being energetic, showing initiative and being action oriented. 

Behavioural competency 3

Competency Label: Adopting Practical Approaches
Competency Description:Adopting practical solutions with an emphasis on learning by doing. This competency requires individuals to utilise common sense when required. Ultimately, this competency is important in order to ensure that organisations implement feasible solutions.

Behavioural competency 4

Competency Label: Generating Ideas
Competency Description:The greater the number of alternative ideas or solutions generated, the greater the probability of finding a good solution. This competency is about how fluent an individual is at generating ideas, the number of ideas they generate and how confident they are in their ability to generate unusual ideas or favour radical solutions. This is further enhanced by the extent to which an individual enjoys the creative process..

Behavioural competency 5

Competency Label: Producing Outputs
Competency Description:This competency is about ensuring that tasks are completed within the given time-frame. Behaviours that are emphasised in this competency include working at a fast pace, maintaining productivity and multi-tasking.

Behavioural competency 6

Competency Label: Completing Tasks
Competency Description:This competency is about completing tasks and projects in a structured manner by employing effective planning and prioritising skills. Once tasks have been planned and priorities have been set, individuals also need to be able to manage the project or task to completion in order to demonstrate effectiveness. 

Behavioural competency 7

Competency Label: Checking Details
Competency Description:This competency is concerned with the careful checking and confirmation of details in a task. Another behaviour associated with the “Checking Details” competency is being accurate. Being accurate requires individuals to have a strong quality orientation as well as to be thorough and detailed in their approach when completing tasks in order to avoid making mistakes.

Behavioural competency 8

Competency Label: Directing People
Competency Description:This competency emphasises the “leading” or “giving direction” part of leadership. The effective display of the “Leading People” competency is highly dependent on the effective display of a number of other competencies. Leading people is about taking control of as well as coordinating people and resources. While there are many different views on what leadership is, in this case, the concern is not focused on what leadership is, but is rather focused on the generic behaviour associated with leading people.

Competency Label:Application Knowledge for Support
Competency Description:Refers to the knowledge and experience required to ensure provision of application maintenance and support services. Support typically takes the form of investigating and resolving problems and providing information about the systems. It may also include monitoring their performance.
Proficiency Level: PROFICIENT - Clear knowledge and application of the concept

Technical competency 2*

Competency Label:Business Continuity Management
Competency Description:Refers to the knowledge and experience required to ensure provision of service continuity planning and support.
Proficiency Level: PROFICIENT - Clear knowledge and application of the concept

Technical competency 3*

Competency Label:Development
Competency Description:The design, creation, testing and documenting of new and amended programs from supplied specifications in accordance with agreed standards.
Proficiency Level: BASIC - Applies elementary concepts to develop activities under supervision

Technical competency 4

Competency Label:Integrate Patterns Between Systems
Competency Description:The ability to integrate system patterns between systems.
Proficiency Level: PROFICIENT - Clear knowledge and application of the concept

Technical competency 5

Competency Label:Knowledge of Banking & Financial Services business
Competency Description:Knowledge of business concepts, entities (definition, ownership, use, semantics and syntax) specific to Banking & Financial Services industry.
Proficiency Level: BASIC - Applies elementary concepts to develop activities under supervision

Technical competency 6

Competency Label:Rollout Management
Competency Description:Refers to the knowledge and experience required to ensure the protection of the live environment and its services by using formal procedures and checks.
Proficiency Level: PROFICIENT - Clear knowledge and application of the concept

Technical competency 7

Competency Label:Testing
Competency Description:The planning, design, management, execution and reporting of tests, using appropriate testing tools and techniques and conforming to agreed standards, to ensure that new and amended systems, together with any interfaces, perform as specified.
Proficiency Level: PROFICIENT - Clear knowledge and application of the concept

Competency Label: Customer and Client Focused Innovation
Competency Description:Focusing attention and efforts on understanding customers (or customer segments) and proactively addressing different customer/client needs. Makes organisational changes or innovates when needed to address customer/client needs.
Proficiency Level Description: 1 Understands the customer/client segment/s; Has a deep understanding of the local customer segment, including understanding of local cultural customs and approaches. Know what the segment needs and how they perceive certain products or solutions, or the Bank.

Leadership Competency 2

Competency Label: Holding People Accountable
Competency Description:Sets clear performance standards and expectations, and holds others accountable when these are not met. Takes accountability for team delivery against the expectations and contribution to results.
Proficiency Level Description: 2 Provides corrective feedback; Confronts others when they don’t perform, when they act out of line or contrary to the organisational values or strategy. Openly talks about the lack of performance to the person involved.

Leadership Competency 3

Competency Label: Driving Delivery of Results
Competency Description:Proactively identifies business opportunities or barriers to business performance and addresses them. Takes accountability for improving the business. Demonstrates a sense of urgency around the achievement of stretching business goals.
Proficiency Level Description: 1 Identifies functions that need to be engaged; Knows which other functions will be affected by own plans. Includes the smallest effective number of people in the decision-making process.

Leadership Competency 4

Competency Label: Growing Capability
Competency Description:Taking responsibility for identifying, developing and retaining capability for the benefit of the broader business, based on a genuine intent to foster the long term learning or development of others.
Proficiency Level Description: 1 Grows capability by providing on-the-job guidance; Makes specific helpful suggestions or recommendations to assist others to achieve performance standards. Gives reasons and explanations to help others understand.

Shared - Jointly accountable with peers in our outside immediate department

Description or examples:The major decisions related to bringing systems down for maintenance, or rolling back to previous versions of applications when there are issues are made jointly between business facing teams, the head of the area and the job holder.

Typical direct reports for this job*

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Number: 1-3

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Financial accountability*

Type of Budget: No Budget Managed
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Type of accountability: Monitoring only

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Internal relationships*

Business area:Business areas that use the applications in the supported portfolio
Job:Employees and line managers
Nature of relationship: Contribute to their service delivery
Sphere of influence: Limited to their department only
Description or examples: Engaging on system issues or changes that could affect their clients.

Business area:Group technology teams
Job:Systems support colleagues
Nature of relationship: Provide and receive a service
Sphere of influence: Impact the whole functional area
Description or examples: Collaborate on new developments, escalating issues on group wide systems.

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Accountability for problem solving*

Degree of guidance received to solve problems:
Clearly Defined - Policies, principles, readily available direction
Description or examples: Group policies and standard operating procedures define the way the applications need to be maintained and governed, but a number of applications are locally owned and the job holder will have to apply the policies in a local context.

Degree of original thought required to solve problems:

Variable - Differing situations within boundaries of experience

Description or examples: Systems issues and incidents will vary.

Accountability for planning of activities*

Performance or supervision of varied activities

Description or examples: The role holder is accountable for oversight of the system support and administration for a portfolio of applications.

Discretion allowed for decision making*

Standardised - Prescribed practices, supervision of progress and results

Description or examples: Processes and policies are defined.

Work environment*

Working Conditions 1: Night work may be required
Working Conditions 2: Domestic/local travel may be required
Physical Requirements 1: No specific physical requirements           
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