Corporate Channels Support Specialist at

7 days ago

Nairobi, Nairobi Area, Kenya NCBA Group Full time

The new NCBA has harnessed the power of both NIC and CBA to create a bank that brings together the best of both worlds from cutting edge mobile banking to good old-fashioned relationship management; from scalable business banking to financial services that grow as your business does; from best-in-class choice of products to investment solutions tailored to your specific needs.

Job Purpose Statement

This is an ICT Analyst role whose purpose is to provide effective and efficient support and system administration to systems.

This includes but not limited Mobile Banking, Internet Banking, Mobile Money Payment systems, Bill Payment Systems etc.
Key Accountabilities (Duties and Responsibilities)
% Weighting Perspective (to add up to 100%) Output

Application Development (30%)
Provide Second and third Level technical & application Support for Mobile, MPESA and Internet Banking products family of systems and supporting environments
Facilitate Digital Channels application performance tuning, application upgrades, documentation of procedures and overall system optimization to ensure excellent user experience and customer service

Incident / Problem Management (40%)

Resolve any incidents causing interruption of service in the quickest and most effective way possible according to defined SLA's.

Ensure availability of 24 hour on-call support on the Digital Channels system and provide remedial actions so as to observe service level agreements with business

Change Management (10%)

Execute System integration testing and subsequent implementation of system upgrades, hotfixes, patch releases and CR deployments
Participate in running Digital Channels projects as the Technical Resource

IT Governance and Security (10%)

Key systems configurations to ensure generation and maintenance of audit trails for any changes occurring in sensitive databases are captured and secured.

Business Continuity Management (10%)

Flag areas having inadequate DR, work with IT Infrastructure and Manager Core Systems towards mitigating actions where applicable to enable business operations if BAU fails (specific to Digital Channel Systems).

Test and Document Disaster Recovery Procedures

Ideal Job Specifications

Degree in Computer Science or relevant IT degree from a University with a reputable curriculum.
Training and applied knowledge in Digital Channels Support, Unix and Oracle
Three year's practical proven experience in a 3 tiered application architecture, including web technology support e.g. Jboss, WebLogic and IIS.

Proven experience in supporting banking channels (mobile, internet, ATMs etc) Proven experience in systems analysis, design, implementation and support.

Proven experience in SQL Scripting
Proven knowledge of banking operations, operations in business units and business impact analysis.
Thorough knowledge of the Bank's core banking system
Proven knowledge of banking operations, operations in business units and business impact analysis
A good understanding of Operating systems; particularly Linux, UNIX and Microsoft Operating systems.

Technical Competencies

Technical understanding of Internet Banking Web application frameworks and Operations including SSL and architectural security standards.

Technical skills to effectively work with MNOs and Aggregation partners to perform USSD / B2C / C2B / Bill Aggregation product support activities/tasks in a manner that consistently produce high quality of service.

Technical skills to effectively perform or guide performance of Application architectural design ensuring that all solutions developed and deployed are in line with the Enterprise Architecture standards

Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

Ensure that all the managed application platforms in use by the Bank keep pace with technological innovations and developments as a way of protecting investment in technology.

Define, analyze, plan, measure and improve all aspects of the availability of Payment Systems; ensuring that the systems, are meeting the agreed availability targets.

Behavioral Competencies

Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.

Self-empowerment to enable development of open communication, teamwork and trust that is needed to support true performance and customer-service oriented culture.

Team player and able to work with minimum supervision Ability to adapt to changes in systems and procedures
Planning and organizing to effectively structure work assignments for timely delivery on system analysis assignments.
Quality Orientation to effectively perform assigned activities/tasks in a manner that consistently achieves high quality standards or benchmarks.

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