Payments Support Analyst Job in Kenya - Equity Bank

Payments
Support Analyst

Description

• Analyse, track, resolve and accurately document various
  technical problems.


• Follow-up (via phone, email or in person) with technical
  response teams on incidents that have not been responded to and/or
  resolved in order to ensure highest level of customer service.


• Provide timely follow-up to originating customer and respond
  to inquiries and concerns they may have.


• For all escalated tickets, determine whether knowledge
  management artifacts, self-service or help desk tools, or published web
  site information could have solved this incident and provide key details
  for such improvements to appropriate Service Desk Analysts.


• Monitoring of daily, weekly, and monthly performance
  objectives, SLA monitoring and reporting.
  
  
  


• Retrieval of system and application logs and interpretation.


• Creating and running SQL queries to provide requested data or
  solution.


• Should be familiar with the enterprise system architecture
  such as databases, managed servers, mobile applications.


• Following standard operating procedures and guidelines in
  relation to all work performed.


• Participate in regular team meetings and training sessions.


• Ensuring business continuity by ensuring proper and regular
  back up of applications are done with support from System Administration
  team.


• Ensure all applications have up-to-date documentation
  (deployment architecture, connection matrix and system manuals and
  troubleshooting guides).


• Adhere to Incident, Problem and Change Management processes
  (Ticket assignment and resolution, Problem management to resolve root
  cause of repeat incidents, attend change approval meetings and verify all
  changes implemented are properly tested to minimize incidents related to
  changes).


• Support execution of the design, planning and implementation
  of company projects that promote business needs.


• Demonstrate sound technical judgement, communication skills
  and talented development capabilities.


• To be Efficient and effective in issue resolutions.


• To maintain the Culture Brand of the organization and
  customer service.


• Recommend review of existing business applications to ensure
  they can adapt to the changing business environment.


• Provide timely and accurate reports for the systems and
  services supported.


• Engage vendor on a regular basis to troubleshoot, resolve and
  close issues and have vendor review.


• Contribute and deliver to the improvement of the risk profile
  by delivering improved governance, risk management, controls and
  compliance requirements.


• Devise and implement an effective plan to deliver a
  satisfactory risk and audit profile for Operations and IT and achieve
  audit and assurance targets


• Responsible for driving own Performance Development, collating
  relevant documentation, preparing for and arranging reviews.


• Identify training and development requirements, formulating
  own plan to be agreed with team leader. Responsible for ensuring own plan
  is completed within agreed timescales.


• Undertake all necessary training to perform the role to the
  required standards, including gaining accreditation where appropriate

The above description
reflects the details considered necessary to describe the principal functions
of the role and should not be construed as a detailed description of ALL the
work requirements that may be performed in the role.

Qualifications

•  Bachelor’s Degree in IT


• ITIL V3+ certification required/a must.


• 10+ years of experience in the Banking/Financial Industry.


• Strong understanding of banking products and operations.


• 8+ years of experience in a technology service/support centre
  environment or equivalent work experience.


• Must have hands on practical experience utilizing ITSM tools
  like Service NOW in a tech support function.


• Expert in the use of Microsoft Office Excel with demonstrated
  focus on basic data analysis and reporting.


• Outstanding client relationship management skills.


• Must be detail oriented and able to document technical issues
  effectively, and accurately.


• Ability to work independently with minimal supervision.


• Excellent written and verbal communication skills.


• Superior interpersonal & collaboration skills with
  demonstrated ability to use diplomacy & communication skills to
  influence outcomes and influence others without authority.


• Strong negotiation and influencing skills

How to Apply

CLICK HERE TO APPLY.