Application Support Specialist; Digital & Payment

To facilitate the provision of 2nd level of support to end users by analyzing the issues reported and implementing the BT processes and procedures for the resolution of software malfunctions. To participate in the development of root cause analysis for the BT issues identified so as to propose solutions that will support their elimination or reduction

• Follows all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

• Follows the day-to-day operations related to own job to ensure continuity of work

• Handles the accurate and effective provision of 2nd level of support to end users regarding issues and malfunctions in the operations of systems and applications, in order to support the continuous and effective operation of the Bank
• Monitors and supports the accurate and on time response to end-users requests for assistance regarding any application malfunction so as to support business continuity and internal client satisfaction
• Oversees the solutions implemented on end-users requests and provides support and guidance to enhance efficiency and effectiveness of corrective activities
• Participates in the resolution of complex applications’ malfunctions, while escalates to more specialized professionals problems that cannot be resolved by this level of support
• Follows-up on the problem solving results of issues forwarded to other departments, so as to facilitate and support the timely response to internal client requests
• Monitors the local and international trends and best practices in the banking operating systems and proposes relevant improvements for increasing the efficiency and speed of operations
• Develops or modifies the applications when this is required, and ensure that this is aligned with the business requests and architecture design, so as to support the efficiency of the operations
• Monitors the efficiency of the applications used in the assigned business area and proceeds to their maintenance and required configuration, so as to support the effective execution of business objectives
• Monitor and collects all the reports developed and data generated regarding the problems and issues identified from the end users and proceeds to their analysis, so as to identify trends and repeat malfunctions
• Participates in the testing of the applications developed, so as to identify and confirm their efficiency and accuracy prior their release to production
• Provides training and technical support to application end users, in order to support the continuous and effective operation of systems and applications and achieve adherence to pre-defined SLAs.
• Contributes to the identification of opportunities for continuous improvement of systems, processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement

• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment

• Performs other related duties or assignments as directed

• Bachelor’s degree in Business Administration or any related discipline
• 4-6 years of relevant experience

• Knowledge of operations processing in area of responsibility
• Good knowledge of Banking operations, products and services
• Very good knowledge of the BT systems and applications used in the Bank