Digital Channels Support Officer at HF Group

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


Key Competencies and Skills


ITIL Certification
One or more IT Certification such as MCITP, Scripting, Oracle etc. will be an added advantage.
In-depth technical knowledge on Information Technology and current trends.
Possess excellent communication, interpersonal skills, project management skills and good analytical and problem-solving skills.
Knowledge of Operating Environments Platforms, Windows, Linux etc.
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.


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.