Application Support Analyst

ADIB Group; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A financial institution in Abu Dhabi is seeking an Application Support Analyst to provide technical support and analysis to improve banking branch operations. You will be responsible for system integration, ensuring regulatory compliance, and coordinating vendor support while delivering effective solutions. The ideal candidate will possess a Bachelor's degree in computer science and have at least 5 years of relevant experience in the banking sector. This full-time position requires strong problem-solving abilities and teamwork skills.

Qualifications

• 5 years of experience in a technical support role.
• Proven experience in technical and functional analysis within banking.
• Understanding of banking branch compliance requirements.

Responsibilities

• Oversee and execute implementation.
• Provide 1st level support for Branch applications.
• Analyze business and technical requirements.

Skills

Problem-solving skills

Teamwork capacity

Attention to detail

Logical thinking

Knowledge of JAVA

Knowledge of Oracle/MS-SQL

Knowledge of IIS

Knowledge of WebSphere

Retail Banking Product Implementation

Education

Bachelor's degree in computer science or related field

Tools

Data analysis tools

Branch Banking software

Job description

Overview

Role : Application Support Analyst (Outsource)

Location: Abu Dhabi

Role Purpose:

Responsibilities

• Responsible for overseeing and executing implementation. A skilled and motivated member to play a crucial role in providing technical analysis and support to enhance banking branch operations and compliance with regulatory standards. This position requires a blend of technical expertise, implementation acumen, and understanding of retail banking operations requirements.
• Follow up and track services. Coordinate vendor support issues; respond to service tickets in a timely fashion.
• Track, resolve, and report incidents and known errors through the approved processes.
• Follow the mandatory and obligatory standards set by the management in delivering the services.
• Complete the assigned tasks to satisfy the users’ needs within the agreed time frame.
• Submit reports in a timely manner based on ITD policies, plans and procedures, attend meetings as per work requirements and planning policies, and submit/update task status through the system on a biweekly basis and report when required related to ADIB group including international expansion.
• Analyze the business and technical requirements for day-to-day activities/problems including requests received from users for applications AMBIT, SIGCAP, QMS, MOSAIC, etc.
• Recommend multiple technical options/solutions with appropriate information for team leaders to choose a particular option.
• Make technical recommendations on solutions and systems to improve processes.
• Responsible for the technical design of the applications assigned.
• Provide 1st Level support for Branch applications; monitor day-to-day business application systems problems/errors.
• Assist in setup and configurations of the software modules concerning Branch systems.
• Coordinate activities with the vendor regarding Change Requests, Technical Support, etc.
• Provide help during testing of Branch applications.
• Assist in project support activities such as Change Request Assessment, Patch Development and Deployment.
• Conduct in-depth technical analysis to identify opportunities for process optimization and system improvements within banking operations.
• Collaborate with cross-functional teams to understand business requirements and translate them into technical solutions.
• Evaluate, implement and manage technology solutions along with the team to streamline banking operations and improve efficiency.
• Ensure seamless integration of new systems with existing infrastructure while maintaining data integrity and security.
• Analyse data and performance metrics to provide insights and recommendations for data correction along with Banking Operations & Compliance.
• Provide system knowledge and support to banking staff on new technologies and systems.
• Serve as a senior point of contact for technical issues offering timely resolutions to ensure uninterrupted banking operations.

Application Maintenance & Support

• Provide first level support to all readymade Banking Systems and Financial Applications
• Provide the maintenance & support to all Vendor applications.
• Monitor day-to-day business application systems problems/errors; investigate and resolve them.

Documentation / Process Ownership

• The incumbent is responsible to take ownership, maintain & update documented processes or documentation related to his job function.
• In the event where processes or documentation are shared, the incumbent shall be responsible to inform the owner of any document about required changes or improvements.
• Eliminate risk of using old processes.
• Used as a measurement for improvement.

Information Security

• Maintain information security related to ADIB throughout the period of employment.
• As soon as possible report any potential or actual risks or incidents affecting the security of information to the helpdesk.
• Maintain risk-free / controlled IT environment at ADIB

Specialist Skills / Technical Knowledge Required for this role

• Excellent problem-solving skills.
• Capacity to work well within a team.
• Attention to detail & Logical thinking.
• Appropriate skills and knowledge of JAVA, Oracle/MS-SQL, IIS and WebSphere
• Retail Branch Banking Product Implementation knowledge, Ambit SIGCAP QMS TCR systems (Preferred)

Previous experience

• 5 years of experience in a technical support role. Certifications are preferred but not required. Working knowledge and expertise with a variety of Branch Banking software and applications. Willingness to solve complicated problems and see projects through to completion.
• Bachelor's degree in computer science, Information Technology or a related field.
• Proven experience in technical / functional analysis and system integration within the banking sector.
• Understanding of banking branch compliance requirements, regulations and standards impacting the banking sector.
• Proficiency in data analysis tools and techniques.
• Experience in system implementations as a key functional & technical member.
• Demonstrate experience and creativity in system development and application design.
• Combine IT expertise, computer programming skills with business knowledge.

Required Experience:

IC