Application Support Analyst II

Position Overview

Hello, Application Support Analyst II

Welcome to FNB, the home of the #Changeables. We design for the shapeshifters and deliver products and services that make us incredibly proud with people that make it happen.

As an Application Support Analyst, you will be in a team where experts come together and ignite effective change. We call these #changeables our nav‑igators – people who want to use tech to help others navigate their lives and business. As nav‑igators, we are made up of unique talents, diverse minds, adaptability and live up to the promise of staying curious.

Are you someone who can:

• To be responsible for operations in support of the business applications/systems at 2nd Level, including logging, resolving, monitoring, tracking and communicating calls escalated from First Level Support Agents into the problem and change management processes and tools.
• The App Support Analyst will also be responsible for trending and reporting as well as investigations that aid the Incident and Problem processes to deliver suitable work‑around and root cause analysis.
• Where applicable, they will elevate calls to Second/Third Level, third‑party vendors and even the Incident/Problem Manager.
• 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 and effectively.
• Ensure the timely and effective response of IT systems user queries and problems through receipt and logging of problems and the coordination of rapid and appropriate responses.
• Manage the reduction of hours of unplanned downtime caused by faulty application incidents.
• Manage installation of planned system solutions and changes against the required System Application Plan.
• Improve user experience by proactively advising of issues or fixes being implemented on the system using the appropriate communication avenues.
• Translate business strategies into actionable goals and execute relevant IT projects/initiatives aligned to strategic objectives with specific performance measures and control systems to track progress.
• Comply, understand and implement steps within IT development and meet governance in terms of legislative and audit requirements.
• Overall management of application releases (tasks, assignments, delivery, time frames and problem fixtures).
• Maintain and make changes to application software systems, as and when required by business, to reduce the number of production problems caused by downtime.
• Manage IT projects to ensure successful implementation within agreed timelines.
• Manage the incident to completion of queries by troubleshooting end‑user functional issues and resolving or escalating to senior applications administrator / functional / technical support where necessary.
• Assist with first‑level testing of system fixes prior to placement in production environment by providing on‑site implementation support if required.
• Produce reports and statistical information on the applications/systems and impact on business unit and/or segment.
• Manage own development to increase own competencies, increasing job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations.

• Diploma in computer science, information technology, or a related field. A relevant degree would be advantageous.
• Over 1-4 years’ experience in IT Support within an Information Technology environment.
• Experience with a process model tool.
• OS administration (Linux, Windows Server).
• Knowledge of Sailpoint Identity
  
  IQ, A+ N+, Excel.
• Understanding of identity and access governance and segregation of duties.
• Proven experience in application support or a similar role.
• Strong problem‑solving and analytical skills.
• Excellent communication and interpersonal skills.
• Experience working with Service Now.
• Branch experience is an added advantage.
• Knowledge of SQL, databases, and scripting languages.

• Opportunities to network and collaborate.
• Challenging…