IT Retail Channels Analyst at NCBA Group

Job Purpose Statement

• This is a channels analyst role whose purpose is to provide effective and efficient support to the bank’s Retail Channel systems and integration components. This includes but is not limited to Mobile Banking, Internet Banking, Mobile Money Payment systems, Bill Payment Systems etc.

Key Accountabilities (Duties and Responsibilities)

Application Development    30%    

• Provide Second and third Level technical & application Support for Mobile, MPESA and Internet Banking products family of systems and supporting environments 
• Facilitate Digital Channels application performance tuning, application upgrades, documentation of procedures and overall system optimization to ensure excellent user experience and customer service

Incident / Problem Management    40%    

• Resolve any incidents causing interruption of service in the quickest and most effective way possible according to defined SLA's.
• Ensure availability of 24 hour on-call support on the Digital Channels system and provide remedial actions so as to observe service level agreements with business

Change Management    10%    

• Execute System integration testing and subsequent implementation of system upgrades, hotfixes, patch releases and CR deployments
• Participate in running Digital Channels projects as the Technical Resource 

IT Governance and Security    10%    

• Key systems configurations to ensure generation and maintenance of audit trails for any changes occurring in sensitive databases are captured and secured

Business Continuity Management    10%    

• Flag areas having inadequate DR, work with IT Infrastructure and Manager Core Systems towards mitigating actions where applicable to enable business operations if BAU fails (specific to Digital Channel Systems). Test and Document Disaster Recovery Procedures

Job Specifications

• Degree in Computer Science or a relevant IT degree from a reputable university.
• Training and applied knowledge in Digital Channels Support, Unix, and Oracle.
• Three years of practical experience in installing, setting up, supporting, and troubleshooting 3-tiered application architecture, including web technology support (e.g., Jboss, WebLogic, IIS).
• Proven experience in supporting banking channels (mobile, internet, ATMs).
• Proven experience in systems analysis, design, implementation, and support.
• Proven experience in SQL scripting.
• Thorough knowledge of the bank’s core banking system.
• Understanding of operating systems, particularly Linux, UNIX, and Microsoft Operating systems.

Technical Competencies:

• Technical understanding of Internet Banking web application frameworks and operations, including SSL and architectural security standards.
• Ability to work with MNOs and aggregation partners to perform USSD / B2C / C2B / Bill Aggregation product support activities.
• Ability to perform or guide application architectural design ensuring solutions are in line with Enterprise Architecture standards.
• Knowledge and application of relevant banking policies, processes, procedures, and guidelines to achieve compliance standards.
• Ensure managed application platforms keep pace with technological innovations.

Behavioral Competencies:

• Effective communication and management of customer expectations.
• Self-empowerment to develop open communication, teamwork, and trust.
• Ability to adapt to changes in systems and procedures.
• Planning and organizing to structure work assignments effectively.
• Quality orientation to achieve high standards consistently.