IT Support Operations Officer
DEPARTMENT: INFORMATION TECHNOLOGY
Key Responsibilities
Qualifications
DEPARTMENT: INFORMATION TECHNOLOGY
REPORTS TO: TEAM LEADER, IT SUPPORT OPERATIONS
JOB PURPOSE STATEMENT
The IT Support Operations Officer role is responsible for the
provision of ICT support to the Core Banking Systems and other Business systems
by providing technical assistance, analysis and solutions to issues reported or
escalated from the service desk and the Daily COB (Close of Business)
activities are performed across all Core Banking platforms as per the
documented procedures.
Key Responsibilities
·
Daily COB Services: To execute all Daily COB (Close of Business)
activities performed across the Core Banking Systems as per the documented
procedures. (30%)
·
Incidents Management: To provide 2nd Level Support and ensure the
resolution of service incidents escalated to the Support Operations Team,
and/or provision of appropriate workarounds for incidents escalated as problems
within the agreed SLA. (30%)
·
Problem Management: To escalate problems and continuously engage
with the 3rd level and/or 3rd party support vendors to ensure timely resolution
of all escalated system faults/bugs on the Core Banking and other Business
Systems. (20%)
·
System Administration: Perform day-to-day administration duties
across the Core Banking and Business systems platforms so as to ensure system
stability and consistent levels of service delivery. (15%)
·
System Reporting: Analysis, design and generation of various
reports in an accurate manner and distribute in an effective and timely manner.
(5%)
Competence Requirements
·
Technical skills to effectively perform ICT support
activities/tasks in a manner that consistently produces high quality of
service.
·
Demonstrable track record in the complete systems analysis cycle
and relational database design skills.
CBA(K)HR DEPARTMENT 2018
·
Interpersonal skills to effectively communicate with and manage
expectations of internal customers and other stakeholders who impact
performance.
·
Attention to detail, ability to multi-task, good time management
skill, prudent prioritization and effective structuring of work assignments.
·
Self-empowerment to enable development of open communication,
teamwork and trust that are needed to support true performance and
customer-service oriented culture.
·
Team player and able to work with minimum supervision.
·
Innovative and enterprising in order to identify and accept change
opportunities and effectively forecast impact of change and advice/implement
interventions to mitigate risk.
·
Highly analytical in problem solving with the ability to apply
original and innovative thinking
Qualifications
·
A Bachelor’s degree in Computer Science, Information Technology or
related field.
·
Minimum 3 years’ experience with 2 years in an IT service support,
systems analyst or service management role within a large highly digitized
organization managing mission critical systems.
·
Minimum 3 years working experience in a busy IT environment as a
systems analyst with hands on role in enterprise database management,
application management and relational database design.
·
Minimum 2 years support of the current core banking system in the
bank (T24) and a certification or recognized approved training in the same.
·
ITIL Foundation certificate.
·
One or more IT certifications such as in Microsoft systems, UNIX
or Oracle will be an added advantage.
·
Good understanding of the financial services and how IT
contributes to the success of the financial institutions.
·
Sound knowledge of Information technology and related support
architectures.
How to Apply
Quality Analyst, Customer Experience
Reports
To: Quality Assurance Manager, Customer Experience
Job Purpose Statement
Responsible
for determining if the customer experience services provided by CBA are meeting
set quality standards. Assessing quality of service delivery at all customer
touch points and making recommendations that translate into superior customer
experiences. Close partnering with teams under Quality Assurance Program to
positively influence performance that ensures achievement of CBA Customer
Experience KPIs.
Key Responsibilities
·
QAP Quality Assurance Partnership Program: Establishing and
maintaining constructive and cooperative working relationships with other
departments and stakeholders to ensure all customer queries and requests are
handled within laid down processes and SLA (30%)
·
Customer Touch Point Quality Conducting Service Audits at all
customer touch points so as to safeguard consistency in adherence to and
effective application of established policies, processes, procedures and tools
in achieving optimal efficiency (20%)
·
Process Improvement Closure of feedback cycle through analysis of
customer feedback and provision of recommendations based on gaps identified
from internal processes to improve customer experiences (20%)
·
Reporting Developing standardized testing methods and recommending
process improvements based on data collected. Periodic preparation and analysis
of Customer Experience reports and statistics in conjunction with relevant user
departments to ensure implementation of corrective actions aimed at enhancing
customer experience. Document quality reports, and effectively communicate the
same ensuring uniformity in assessments and acceptability from users,
escalating customer issues for further investigations (15%)
·
Risk Management Assist in ensuring all reports and activities comply
with bank requirements in terms of rules policies and directives that eliminate
any audit finding pertaining to established policies, processes, and tools to
achieve optimal efficiency, compliance and cost containment.
·
Minimization of exposures to and impact of risks associated with
service provision in line with Bank policies, CBK, BOT and BOU, BOR regulatory
guidelines, Consumer protection act (Kenya) and any other consumer guidelines
as guided by country of operations (15%)
Competence Requirements
·
Ability to work independently, self-directed and
solutions-oriented and should be able to carry him or herself.
·
Excellent interpersonal skills to effectively communicate with and
manage customer expectations (internal and external), and other stakeholders
who impact performance
·
Knowledge and effective application of all relevant banking
strategies, policies, processes, procedures, guidelines and project management
methodology and to consistently achieve required compliance standards or
benchmarks
·
Knowledge and understanding of emerging industry trends in
Customer Experience
·
Should possess the sound organizational and planning skills with a
solid an attention to detail.
·
Problem solving skills
·
Innovativeness and root cause analysis
·
Knowledge on internal bank policies, strategies, processes and
procedures to consistently achieve required Compliance Standards or benchmarks
·
Planning and organizing skills for effective planning and
execution of tasks and projects within timeframes and budget.
·
Excellent written and oral communication skills
·
Quality orientation to ensure consistency in adhering and uphold
performance standards for SLAs and quality of documentation.
·
Self-empowerment to enable development of open communication,
teamwork and trust that are needed to support performance and customer-service
oriented culture.
Qualifications
·
University degree Upper 2nd Class Honors or 3.0 GPA
·
At least 5 years’ progressive working experience in a Customer Service environment, preferably in a
Service supervisory role
·
Proficient
in use of relevant MS Office applications and
statistical packages.
·
Certification in quality Assurance an added advantage
·
Lean Six Sigma an added advantage
How to Apply
