Business System Support Analyst

Qualifications and Experience

The ideal candidate should have:

• A Bachelor's degree in Information Technology, Computer Science, Business Information Technology, Information Systems, or a related field.
  
• Experience in application support, core banking systems, business systems or ICT service support.
  
• Knowledge or experience working with Temenos Transact (T24) or similar core banking platforms will be an added advantage.
  
• Basic to intermediate SQL and database querying skills.
  
• Understanding of system testing, UAT and application deployment processes.
  
• Good analytical and problem-solving abilities.
  
• Understanding of IT service management and incident management principles.
  
• Demonstrated interest or experience in AI, data analytics or automation will be an advantage.
  
• Strong communication and interpersonal skills.
  
• Ability to work collaboratively with technical and non-technical users.
  
• High level of accuracy, integrity and accountability.
  

Key Responsibilities

Business Applications Support

• Provide first-level support to users of Temenos Transact (T24) and related business applications.
  
• Log, investigate and resolve application incidents within agreed Service Level Agreements (SLAs).
  
• Troubleshoot issues relating to customer accounts, loans, deposits and financial transactions.
  
• Monitor application availability and escalate complex issues to senior support teams or vendors.
  
• Provide timely guidance and technical support to business users.
  

AI Adoption and Innovation

• Support the adoption and effective use of AI across business operations.
  
• Identify opportunities where AI can improve efficiency, productivity and decision-making.
  
• Apply AI-driven tools and techniques to support fraud detection and risk management.
  
• Use AI to enhance data analysis and generate actionable business insights.
  
• Promote responsible AI awareness and best practices among users and ICT teams.
  

System Testing and Deployment

• Participate in User Acceptance Testing (UAT) for system enhancements.
  
• Assist in validating system fixes and enhancements before production deployment.
  
• Support post-deployment verification and monitoring.
  
• Document and report system defects identified during testing.
  

System Monitoring

• Monitor scheduled system jobs and batch processes.
  
• Support End-of-Day (COB) and End-of-Month processing.
  
• Identify and escalate system failures promptly.
  
• Support recovery activities to minimize disruption to business operations.
  

Data Validation and Reporting

• Conduct basic data validation and reconciliation.
  
• Use SQL queries to investigate and verify application data.
  
• Support preparation of operational and management reports.
  
• Ensure accuracy and integrity of information used for decision-making.
  

Documentation and Knowledge Management

• Maintain accurate records of incidents, resolutions and system issues.
  
• Develop user guides, knowledge-base articles and support documentation.
  
• Document recurring problems, root causes and recommended solutions.
  
• Contribute to continuous improvement of application support processes.
  

Stakeholder Collaboration

• Work closely with business users, ICT teams, software vendors and project teams.
  
• Support application implementations, upgrades and system improvement initiatives.
  
• Maintain effective working relationships with internal and external stakeholders.