Business Support Analyst

JOB DESCRIPTION

KEY RESPONSIBILITIES
You will:

• Carry out analysis and interpretation of client requirements in the light of the existing software systems developed by the company.
• Solve live production issues
• Perform gap analysis of new requirements against existing functionality
• Create detailed use cases when required
• Assist in managing the Support team for, production incidents and service requests, releasing into the production environment as per clients’ SLAs, as well as answering questions from clients or internal stakeholders.
• Take responsibility of the overall progress of assigned tasks upon which he/she is working with strict adherence to SLA and quality standards
• Participate in the review of the detailed test cases with QA team to ensure it meets client requirements
• Review that Bankworks is performing according to the agreed specifications
• Provide Knowledge Transfer sessions
• Is able to work under pressure to agreed SLAs whilst maintaining acceptable quality standards
• Liaise with Delivery, Compliance and Technical teams to ensure compliance with the business requirements and agreed specifications
• Collaborate with internal release teams to release change into production and to provide client support during and after implementation
• Participate in onsite support or training as per clients’ request
• Work closely with clients and colleagues to facilitate migration of data to/from the software systems developed by the company.
• Provide 2nd line support for clients and the company support team’s in line with agreed SLAs
• Participate in the 24x7 shift to provide client 2nd line support when necessary
• Liaise with Quality Assurance Team to perform audits and recommend corrective action were necessary and to monitor corrective actions
• Maintain status reports for all tasks on a regular basis
• Establish a good working relationship with clients and other peers
• Provide training to the junior members of the team
• Ensure agreed processes are followed and adhered to
• Provide management feedback on process reengineering to either reduce incidents or drive efficiencies

QUALIFICATIONS & REQUIREMENTS:

• Advanced diploma in ICT / Bachelor of Science in Business Analytics or Software Development / Bachelor's Degree in Computer Science / Degree in Business with IT
• Extensive experience in business requirements gathering, business requirements definition, and system configuration and design or working in a support team solving software related issues
• Minimum 2 years of work experience in a similar role
• Exhibit strong documentation skills
• Must be proficient in SQL Language
• Must be able to facilitate remote and face to face client meetings
• Must have strong written and oral communication skills
• Preferably should have a good knowledge of the payments industry
• Knowledge of user stories or use cases is not mandatory but it will be considered an advantage
• Work Schedule: Dayshift (8am-5pm) - but must be open to shifting schedule

Work Setup: Hybrid (3x onsite per week)

Locations: BGC