Business System Support Analyst at World Vision Kenya

About the Role

We are seeking a proactive, analytical and customer-focused Business System Support Analyst to join our ICT team.

The successful candidate will provide first-line support for the Temenos Transact (T24) core banking system and related digital banking applications. The role will support the investigation and resolution of system issues, application monitoring, user support, testing and deployment, data validation, reporting and continuous improvement of business systems.

The role will also play a key part in driving the adoption of Artificial Intelligence (AI) to improve operational efficiency, strengthen data analysis and support fraud detection.

Key Responsibilities

Business Applications Support

• Provide first-level support to users of Temenos Transact (T24) and related business applications.
• Log, investigate and resolve application incidents within agreed Service Level Agreements (SLAs).
• Troubleshoot issues relating to customer accounts, loans, deposits and financial transactions.
• Monitor application availability and escalate complex issues to senior support teams or vendors.
• Provide timely guidance and technical support to business users.

AI Adoption and Innovation

• Support the adoption and effective use of AI across business operations.
• Identify opportunities where AI can improve efficiency, productivity and decision-making.
• Apply AI-driven tools and techniques to support fraud detection and risk management.
• Use AI to enhance data analysis and generate actionable business insights.
• Promote responsible AI awareness and best practices among users and ICT teams.

System Testing and Deployment

• Participate in User Acceptance Testing (UAT) for system enhancements.
• Assist in validating system fixes and enhancements before production deployment.
• Support post-deployment verification and monitoring.
• Document and report system defects identified during testing.

System Monitoring

• Monitor scheduled system jobs and batch processes.
• Support End-of-Day (COB) and End-of-Month processing.
• Identify and escalate system failures promptly.
• Support recovery activities to minimize disruption to business operations.

Data Validation and Reporting

• Conduct basic data validation and reconciliation.
• Use SQL queries to investigate and verify application data.
• Support preparation of operational and management reports.
• Ensure accuracy and integrity of information used for decision-making.

 Documentation and Knowledge Management

• Maintain accurate records of incidents, resolutions and system issues.
• Develop user guides, knowledge-base articles and support documentation.
• Document recurring problems, root causes and recommended solutions.
• Contribute to continuous improvement of application support processes.

Stakeholder Collaboration

• Work closely with business users, ICT teams, software vendors and project teams.
• Support application implementations, upgrades and system improvement initiatives.
• Maintain effective working relationships with internal and external stakeholders.

Key Performance Indicators

Success in this role will be measured through:

• Timely resolution of application incidents within agreed SLAs.
• High availability and reliability of supported business applications.
• User satisfaction with ICT application support.
• Successful testing and deployment of system enhancements.
• Reduced post-deployment system defects.
• Timely identification and escalation of system and batch-processing failures.
• Accuracy of data validation and operational reports.
• Effective adoption and application of AI solutions.
• Improved efficiency and business insights through technology and data.
• Quality and completeness of system documentation.

Qualifications and Experience

The ideal candidate should have:

• A Bachelor's degree in Information Technology, Computer Science, Business Information Technology, Information Systems, or a related field.
• Experience in application support, core banking systems, business systems or ICT service support.
• Knowledge or experience working with Temenos Transact (T24) or similar core banking platforms will be an added advantage.
• Basic to intermediate SQL and database querying skills.
• Understanding of system testing, UAT and application deployment processes.
• Good analytical and problem-solving abilities.
• Understanding of IT service management and incident management principles.
• Demonstrated interest or experience in AI, data analytics or automation will be an advantage.
• Strong communication and interpersonal skills.
• Ability to work collaboratively with technical and non-technical users.
• High level of accuracy, integrity and accountability.