JOB PURPOSE

To provide day to day transactional assistance and service to end users in the development, installation, delivery, maintenance, and issue resolution and provide support in the area of business applications that best meet end-user business processes and needs to ensure issues and inquiries are resolved in a prompt and effective manner in order to maintain smooth operations and minimise downtime

KEY WORKING RELATIONSHIPS:

1. Line Manager
To exchange Information and take direction

2. IT Teams
To exchange Information, take direction and provide feedback

3. Direct Reports
To exchange Information and take direction

4. Internal Stakeholders
To exchange Information and provide guidance

5. External Vendors
To provide feedback, negotiate and influence and exchange information

ACCOUNTABILITIES:

1. Software Development
Analyse functional and technical specification documents, perform system designing, coding and programing tasks and conduct unit testing to in order to ensure delivery of technology applications in line with business requirements
Conduct source code management in line with the bank\xe2\x80\x99s Code Management Process in order to ensure source code is securely stored and available for re-deployment and enhancement

2. Project Delivery
Participate in business requirement analysis phase of new applications, review business requirements and map it to impacted business applications and convert business requirements into vendor understandable functional / technical specification documents in order to ensure software delivery will be in line with business requirements
Coordinate for software testing, issue resolution, provide end user training and contribute for production deployment by adhering to bank\xe2\x80\x99s technology security / standards in order to ensure robust technology solutions are delivered and deployed
Analyse business requests for system product set up / parameter change, identify required systems / applications, schedule, communicate and execute the changes in order to enable business users to launch the product or perform the requested function to carry out the business transactions

3. Core/Channel Banking Support
Provide application support by analysing issues and providing resolution, conduct periodic IT check/troubleshooting, implementation of patches and extend guidance to end users in order to facilitate banking operation smooth and to minimize downtime
Coordinate for testing fixes to ensure that the fix provided is aligned with the problem and to ensure a solution has been provided prior to handling the solution to the business users
Deliver software release by preparing the package and coordinate with relevant teams within IT for the successful release in order to ensure the software is released in relevant systems / environments

4. Software Testing
Analyse functional and technical specification documents to understand business requirements, plan and prepare test scripts and execute software testing in order to ensure all required scenarios are tested, test results are in conformity with business requirements without any defects and fit for production deployment in line with business / technical requirements

5. Policies, Processes, Systems and Procedures
Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders

6. People Management
Manage self and team in line with ADCB\xe2\x80\x99s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance
Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems

7. Customer Service
Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank\xe2\x80\x99s required levels of service

8. Continuous Improvement
Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank\xe2\x80\x99s standards

Skills

EXPERIENCE, QUALIFICATIONS & COMPETENCIES

Minimum Experience
At least 2 years of experience in quantitative or analytical roles

Minimum Qualifications
Bachelor\xe2\x80\x99s degree in IT/Computer Science or progressive technical certification track record for the specialist area

Professional Qualifications
ITIL v3 Foundation Certified

Knowledge and Skills
System analysis
Technical specification development
Database design
Architecture principles
Software engineering and development
Application development tools
Infrastructure/operating platforms
Software testing
Software change management
Software configuration management
Application support and maintenance
Incident management
Presentation and collaboration tools
Banking functionality and operations
Information security

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