Application Support Analyst

 

 

ROLE PURPOSE

Deliver efficient and reliable support services for information accessibility, business operations efficiency and increased organisation productivity that contributes to the Bank’s IT strategy and roadmap

 

JOB DESCRIPTION AND ACCOUNTABILITY

·         Assist Support Manager in managing reported incidents, problems, system enhancements and program fixes of IT solution which covers the various phases of the system development life cycle, from the business requirements gathering, design, develop, test until the deployment while ensuring the adherence to BNM’s IT policies, guidelines and procedures

·         Collaborate with the business users to provide timely and satisfactory support services which include pro-active technical advice and guidance on the usage of supported application/software, application/software updates and the impact to business

·         Ensure continuous availability of applications by conducting application maintenance services such as application health check, performance monitoring tuning and capacity planning. Improve the maintenance of applications from preparation of impact analysis and recommendations to successful implementation of the approved changes and fixes

·         Provide support services to stakeholders by ensuring all reported incidents, problems and issues are resolved within agreed service level agreements with minimal impact to business operations. Perform problem root cause analysis, develop resolution steps for common problems and recommend improvement to procedures and controls for problem preventive measures

·         Collaborate with IT infrastructure teams and service providers throughout problem resolution process and monitor the problem resolution activities to ensure problems are resolved according to the service level agreement and compliance to IT standards and procedures

·         Continuously keeping abreast with technology development to enable optimisation of the Bank’s IT infrastructure and application for the improvement of IT solutions delivery to business users

·         Build and maintain relationship with external expert and peers in other organizations in order to benchmark and research appropriate technology and processes for enhancing IT services in the Bank

 

 

QUALIFICATION / EXPERIENCE:

·         Bachelor degree or higher qualification in Computer Science, Information Technology , Information Systems, Software Engineering or relevant professional qualification

·         Experience: At least 2-year working experience in software development and application support. Experience in ITIL is an added advantage. Fresh graduates are encouraged to apply.

·         Knowledge: System development life cycle, system analysis and design, database management and technically strong in all or some of these software: Visio, SQL, Oracle, Visual Basic, ASP, PHP, JAVA, .NET, C/C++, IIS, Unix, Unix Shell Script Programming, SAP Data Services, MS SSRS, MS SSAS, MS SSIS, Apache, MS Sharepoint, IBM Cognos, IBM TM1, IBM Websphere and IBM DB2

 

TECHNICAL COMPETENCIES

·         Emerging Technology                • IT System Support and Maintenance

·         IT Systems and Technology       • IT Project Management

·         Technical Architecture               • Procedure, Systems and Methods

·         System Development

 

LEADERSHIP COMPETENCIES

·         Acts for the Greater Good

·         Integrated Thinking

·         Environmental Awareness

·         Holistic Collaboration

·         Engage and Influence Stakeholders

·         Organisational Understanding

·         Leveraging on Strategic Relationships

·         Empowerment with Accountability

·         Build Team Capability

·         Drive Performance Excellence

·         Executive Maturity

·         Self Confidence

 

CRITICAL SUCCESS FACTORS

·         Ensure Ability to understand the application business area and perform application support, software testing, software design & development, application integration, and project management in system development

·         Good understanding of high availability design and concept (eg failover, clustering), application security testing, windows desktop environment and server technology (Unix, Linux and Windows environment), authentication and access control principle

 

CHALLENGES

·         Continuously develop the technical skills with the technology advancements

·         Ability to provide reliable and effective application support in meeting the service level agreement

·         Ability to work after office or during weekends, and travel to recovery site (whenever required) for project activities and for system support