Payments Support Analyst at Equity Bank Kenya

Description

• Analyse, track, resolve and accurately document various technical problems.
• Follow-up (via phone, email or in person) with technical response teams on incidents that have not been responded to and/or resolved in order to ensure highest level of customer service.
• Provide timely follow-up to originating customer and respond to inquiries and concerns they may have.
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could have solved this incident and provide key details for such improvements to appropriate Service Desk Analysts.
• Monitoring of daily, weekly, and monthly performance objectives, SLA monitoring and reporting.
• Retrieval of system and application logs and interpretation.
• Creating and running SQL queries to provide requested data or solution.
• Should be familiar with the enterprise system architecture such as databases, managed servers, mobile applications.
• Following standard operating procedures and guidelines in relation to all work performed.
• Participate in regular team meetings and training sessions.
• Ensuring business continuity by ensuring proper and regular back up of applications are done with support from System Administration team.
• Ensure all applications have up-to-date documentation (deployment architecture, connection matrix and system manuals and troubleshooting guides).
• Adhere to Incident, Problem and Change Management processes (Ticket assignment and resolution, Problem management to resolve root cause of repeat incidents, attend change approval meetings and verify all changes implemented are properly tested to minimize incidents related to changes).
• Support execution of the design, planning and implementation of company projects that promote business needs.
• Demonstrate sound technical judgement, communication skills and talented development capabilities.
• To be Efficient and effective in issue resolutions.
• To maintain the Culture Brand of the organization and customer service.
• Recommend review of existing business applications to ensure they can adapt to the changing business environment.
• Provide timely and accurate reports for the systems and services supported.
• Engage vendor on a regular basis to troubleshoot, resolve and close issues and have vendor review.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations and IT and achieve audit and assurance targets
• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
• Identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training to perform the role to the required standards, including gaining accreditation where appropriate

The above description reflects the details considered necessary to describe the principal functions of the role and should not be construed as a detailed description of ALL the work requirements that may be performed in the role.

Qualifications

•  Bachelor's Degree in IT
• ITIL V3+ certification required/a must.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support centre environment or equivalent work experience.
• Must have hands on practical experience utilizing ITSM tools like Service NOW in a tech support function.
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Outstanding client relationship management skills.
• Must be detail oriented and able to document technical issues effectively, and accurately.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.
• Superior interpersonal & collaboration skills with demonstrated ability to use diplomacy & communication skills to influence outcomes and influence others without authority.
• Strong negotiation and influencing skills