Applications Support Officer - Fidelity Bank Ghana

The Applications Support Officer at Fidelity Bank Ghana is to provide technical and other user support services to all assigned business applications within the bank

Responsibilities

• Take ownership of all logged issues – incidents/requests within business application support unit
• Provide technical support to IT projects and initiatives
• Manage and ensure business continuity from applications perspective, ensuring backups are taken according to the bank’s backup policy
• To effectively review all application logs to ensure services are not adversely impacted
• Maintain and update log of all issues arising from all assigned business applications
• Troubleshoot and arrive at root cause of all assigned issues
• Resolve all assigned issues

• Liaise with vendors to support all assigned applications
• Ensure change control procedures are enforced
• Provide technical/application support to users in the Bank.
• Provide on the job training to Branch Systems Administrators/users.
• Manage set-up and installation of new applications as and when required
• Test out fixes/patches sent by vendors before implementation
• Submit weekly issues and resolution reports
• Take on other tasks and projects as and when required

KNOWLEDGE, SKILLS & EXPERIENCE REQUIRED

Knowledge    

• A recognized University Degree in Information Systems/Technology.
• Knowledge of UNIX/Microsoft Operating Systems preferable.
• Knowledge of Flexcube preferable.
• Knowledge of SWIFT payment system
• Knowledge and appreciation of the Banking /Financial industry would be an advantage
• Knowledge of ITIL service management will be an advantage

KEY RESULT AREAS

• User satisfaction – Over 95% of reported issues are resolved within agreed timelines
• Root cause analysis – Over 80% recurrent issues are identified and resolved permanently

Experience

• 4 years working experience preferably in a Financial Institution.

Skills

• Good troubleshooting skills.
• Good analytical skills.
• Ability to work under pressure.
• Must be team player.
• Ability to work outside business hours.
• Good communication skills.