Banking Application Support Senior Clerk

1. BASIC FUNCTION:

Represeting the first line of support in relation to banking applications and solutions , responsible to provide the optimum support and guidance to end users acorss all bank’s dpertment to optimize usability of information systems and SLA/OLA and increase the percentage of system avilability and stability .

1. WORK PERFORMED & MAJOR DUTIES:

• To assist end users in solving their problems & challenges related to varius banking applications and solutions as agreed SLA .
• To support and conmtripute in supporting bank’s clients in relation to self servcies and digital channles .
• Resolve operational applications problems reported by the end user.
• To monitor system avilability and data entigrity and report errors and inconsistencies and do the needfull escalations .
• To provide technical support for all areas of Material business. This includes ( Core banking , digital applications , other banking and buiness appilcations
• , software support, end user training , assist in preparation of add-hoc reporting and regulatory reporting ….)
• Perform setup and congiguration related to corporate internet banking and B2B customers
• Ensures efficient use of applications and business solutions
• Assist in preparing training programs for end users for banking application and new implemntations .
• Assist employee analyzing & solving their application problems.
• Receive user calls & Request for assistance, and log them in IT Help Disk systems.
• Escalate reported problems to responsible team within IT (Development team, networking, operation … (.
• Preparing incedent reports for reported problems/occurance and escalate to application support senior manager
• Reports applications problems and quries to related vendors through vendor help disk systems and follow up obtaiing solutions/system patches .
• Assist in testing and deployemnt applications proplems fixes .
• Monetoring software vendors performance accoring to SLA and support agreemnts and report any breaches or delay in resolutions to application support senior manager .

1. WORK CONTACTS:

• Has a frequent contact with various bank users to resolve reported proplems and occurances
• Has frequent contacts with external organizations who have electronic data transfer with the Bank (e.g. SWIFT, Master Card, Knet, ministries, etc..), other Banks and vendors.
• Has frequent contacts with vendors and service providers to respolve reported proplems or service outage .

Requirements

1. FREEDOM TO ACT:

• Suggest solutions to resolve reported problems and improve automated internal controls
• Reports to IT applications Senior Manager.
• Taking the appropriate immediate procedures to solve end user real time problems

1. MINIMUM REQUIREMENTS (EDUCATION-EXPERIENCE-SKILLS):

• a) University Degree in Computer Science, Business, Banking, or equivalent.
• b) 0-2 year experience in related work field .
• a) Knowledge of banking user and application systems.
• b) Proficient with usage of standard diagnostic and testing of software tools
• c) Excellent English and Arabic communication skills, both verbal and written, and interpersonal skills to work in a multi-disciplinary and multicultural environment.
• d) The ability to work under stress and beyond office hours to meet projected deadlines and milestones
• e) Able to work independently and within a team-spirited environment.