Applications Support Officer at Fidelity Bank Ghana

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED

Knowledge    

•    A recognized University Degree in Information Systems/Technology.
•    Knowledge of UNIX/Microsoft Operating Systems preferable.
•    Knowledge of Flexcube preferable.
•    Knowledge of SWIFT payment system
•    Knowledge and appreciation of the Banking /Financial industry would be an advantage
•    Knowledge of ITIL service management will be an advantage

KEY RESULT AREAS

• User satisfaction – Over 95% of reported issues are resolved within agreed timelines
• Root cause analysis – Over 80% recurrent issues are identified and resolved permanently
• Responsibilities
• Take ownership of all logged issues – incidents/requests within business application support unit
• Provide technical support to IT projects and initiatives
• Manage and ensure business continuity from applications perspective, ensuring backups are taken according to the bank’s backup policy
• To effectively review all application logs to ensure services are not adversely impacted
• Maintain and update log of all issues arising from all assigned business applications
• Troubleshoot and arrive at root cause of all assigned issues
• Resolve all assigned issues
• Liaise with vendors to support all assigned applications
• Ensure change control procedures are enforced
• Provide technical/application support to users in the Bank.
• Provide on the job training to Branch Systems Administrators/users.
• Manage set-up and installation of new applications as and when required
• Test out fixes/patches sent by vendors before implementation
• Submit weekly issues and resolution reports
• Take on other tasks and projects as and when required

Experience

• 4 years working experience preferably in a Financial Institution.

Skills

•    Good troubleshooting skills.
•    Good analytical skills.
•    Ability to work under pressure.
•    Must be team player.
•    Ability to work outside business hours.
•    Good communication skills.