HFC Limited, an integrated property and financial solutions provider has an exciting opportunity in our Technology Department. We are seeking for talented, dynamic, self-driven and results oriented individual who is committed to performance excellence and participating in our growth strategy.
Digital Channels Support
Officer
Reporting To: Manager, Digital Channels
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 others
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.
How to Apply
Application Deadline
15 February 2023