Job Title: IT Application Support
Job Location: Lagos Island
Salary: 220k
Department: IT Operations
Reports to: Head, IT Operations and Infrastructure
Our Client, a leading financial institution is looking to hire a competent IT applications support officer. The candidate will Provide 1st Level application Support within the Groups Shared Services Matrix and the CX Team. The candidate will ensure timely resolution of issues for all commercial applications – Banking App, Savi, CIB and other external portals that are not resolved by the CX team.
ESSENTIAL JOB RESPONSIBILITIES
- Ensure compliance with agreed SLA within the CX ecosystem
- Ensure effective and timely communication of system downtimes planned or unplanned
- Responsible for the primary support and maintenance of the Bank’s applications
- Covers all problems, user requests and changes relating to the operation of the applications.
- Delivers availability and performance in line with the service levels agreed to support the business services
- Develop reports for implementation of procedures and plans associated with application development and provide ongoing sustenance.
- Liaises with the Testing, Engineering and development teams to ensure applications developed completely meet user requirements.
- Develop reports for implementation of procedures and plans associated with application development and provide ongoing sustenance.
- Develop and maintain relations with 3rd party support, vendors and service providers.
- Provide assistance to helpdesk members and other customers to secure easy and timely assistance in the organization for all levels.
- Maintaining and updating technical documents and procedures
- Delivering regular and customized training to teams within the Group
- Developing reports for teams across the group when required
- Provide 1st level support to the Banks Operations team and other internal units – e.g. Other Entities on issues that have to do with the various applications used across the board.
ESSENTIAL JOB REQUIREMENTS
- Bachelor’sDegree
- At least 1 year of experience in IT support and as an enterprise systems administrator in a client or server environment.
- Certification in areas such as MSCE, MSCA, MSDBA, MCAD, MCSD a plus
- Knowledge of Database Technologies: SQL Server, MySQL or another Relational DB familiarity, Microsoft Server and Network technologies: IIS, PerfMon, SQL Profiler, Logs.
- Strong analytical skills, attention to detail – a problem solver
Core Competency/Skills
- Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
- Familiarity with both PC and Mac Hardware and Software
- Experience with Network Repairs and Analysis
- Good Customer Service Skills, Ability to multi-task and work with the team to meet deadlines
- Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
- Writing and Editing Skills to aid in writing and updating manuals, Education in Computer Repairs and how to Troubleshoot Problems, and Specific Knowledge of other required Computer Systems for different work environments.
- Specialist knowledge of operating systems, devices, applications and software
- Intimate knowledge of the Group’s IT applications platforms and systems
- Ability to explain complex ideas to those with limited IT and systems knowledge
- Exceptional verbal and written communication skills
- Listening ability and patience
- Extraordinary customer service and relationship management skills
- Critical thinking skills
- Working knowledge of Structured Query Languages and ability to write and translate simple SQL queries
- Working knowledge of Database administration and Data Analysis
- Working Knowledge of simple Object Oriented Programming Language is a plus
Key Performance Indicators(KPI)
- Ensure tickets on zendesk and other channels are resolved on time and with allowed SLA with stakeholders.
- Ensure timely delivery of scheduled periodic reports and that such report are accurate.
- Assist with the development of on demand training for applications used across the organization.