Digital Channels Support Officer at HF Group

Overall Job Purpose

The Digital Channels Support Officer will provide technical support to the Banking Systems, Digital Channels and any other assigned Systems, Analysis and Resolutions to issues reported by different Bank Stakeholders as well as Delivery of assigned projects within Timelines. The role holder will also provide support in the digitization and automation of back office processes, systems maintenance and administration for optimal performance and in a manner that ensures that all customer information is secure and the pertinent service level and operational level agreements measures are consistently attained.

Principle Accountabilities

• Resolution of system related problems with the Bank’s Installed Banking Systems and Digital Channels. This will involve handling queries from users and resolve or advise them accordingly as well as attending to systems failures to resolve or coordinate the resolution of the problem, liaising with software vendors to resolve systems issues or escalating where necessary.
• Participate in implementation/upgrade (projects) of Digital Channels and or Banking Systems by providing support to the assigned Project Manager in collaboration with internal/external teams, ensuring that systems are designed as per the requirements of the users as well as conceptualizing and providing the best approach to achieve or automate business requirements from the users.
• Provide Test systems for User Acceptance Testing (UAT) and ensuring that functions/features are tested before being put on the live system, and assist in user training where applicable.
• Speedy closure of the issues and problems assigned with pro-active prioritization and feedback.
• Resolve recurring difficulties with minimum user disruption - educate users to resolve simple recurring problems themselves.
• Identify performance degradation trends and problem areas and actively participate in resolution.
• Proactively monitor all bank’s Digital Channels and or assigned Banking Systems’ availability, identifying performance degradation trends, problem areas and actively participate in resolution.
• Adhere to bank’s policies and procedures in administering and supporting Digital Channels and or Banking Systems.
• Avail all scheduled reports and also generate ad-hoc reports as requested by the Business Users and undertake other tasks as may be assigned from time to time by the seniors in the bank’s IT function.
• Carry out BCP for the Assigned Digital Channels and or Banking systems by Running Periodic Tests for Compliance
• Documentation of Digital Channels and or Banking Systems Operational procedures, Fixes/Release Deployment Procedures and any other Checklists for use by the team
• Support in the Digitization and Automation of Back Office Processes of Digital Channels and other Support Applications such as Clearing, Custody System among other

Minimum Qualifications, Knowledge and Experience

• An IT related Degree and any other IT related courses
• A minimum of 2 years working experience in a busy IT environment as a Digital Channels and or Banking Systems Support analyst with hands on role in Technical Banking applications administration.
• One or more IT Certification such as MCITP, Scripting, Oracle etc. will be an added advantage.
• ITIL Certification
• Knowledge of Operating Environments Platforms, Windows, Linux etc.

Key Competencies and Skills

• In-depth technical knowledge on Information Technology and current trends.
• Possess excellent communication, project management skills and good analytical and problem solving skills
• Should have good knowledge of the bank’s products in order to be able to interpret user needs, possesses general awareness of the bank’s operating procedure with detailed knowledge of the Bank’s Information Security Policy.
• Ability to evaluate situations, provide proper guidance and make proper decisions, able to forecast, plan, and organize work for effective achievement of job tasks.
• General awareness of the bank’s operating procedures as well as detailed knowledge of the Bank’s Information Security Policy.