Application Support Analyst

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

About the job Application Support Analyst

ROLE PURPOSE

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

JOB DESCRIPTION AND ACCOUNTABILITY

1. Assist Support Manager in managing reported incidents, problems, system enhancements, and program fixes of IT solutions, covering various phases of the system development lifecycle, from business requirements gathering, design, development, testing, to deployment, while ensuring adherence to BNM’s IT policies, guidelines, and procedures.
2. Collaborate with business users to provide timely and satisfactory support services, including proactive technical advice and guidance on the usage of supported applications/software, application/software updates, and their impact on business.
3. Ensure continuous availability of applications by conducting application maintenance services such as health checks, performance monitoring, tuning, and capacity planning. Improve application maintenance by preparing impact analyses and recommendations, and successfully implementing approved changes and fixes.
4. Provide support services to stakeholders by ensuring all reported incidents, problems, and issues are resolved within agreed service level agreements with minimal impact on business operations. Perform root cause analysis, develop resolution steps for common problems, and recommend procedural and control improvements for problem prevention.
5. Collaborate with IT infrastructure teams and service providers during problem resolution, monitor activities to ensure resolution according to SLAs, and ensure compliance with IT standards and procedures.
6. Keep abreast of technological developments to optimize the Bank’s IT infrastructure and applications, enhancing IT service delivery to business users.
7. Build and maintain relationships with external experts and peers in other organizations to benchmark and research appropriate technologies and processes for enhancing IT services in the Bank.

QUALIFICATION / EXPERIENCE:

1. Bachelor’s degree or higher in Computer Science, Information Technology, Information Systems, Software Engineering, or relevant professional qualifications.
2. At least 2 years of experience in software development and application support. Experience in ITIL is an advantage. Fresh graduates are encouraged to apply.
3. Knowledge of system development life cycle, system analysis and design, database management, and proficiency in software such as Visio, SQL, Oracle, Visual Basic, ASP, PHP, JAVA, .NET, C/C++, IIS, Unix, Unix Shell Scripting, 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
• Procedures, Systems, and Methods

LEADERSHIP COMPETENCIES

• Acts for the Greater Good
• Integrated Thinking
• Holistic Collaboration
• Engage and Influence Stakeholders
• Leveraging on Strategic Relationships
• Empowerment with Accountability
• Build Team Capability
• Drive Performance Excellence

CRITICAL SUCCESS FACTORS

• Understanding the application business area and performing application support, testing, design & development, integration, and project management in system development.
• Good understanding of high availability design and concepts (e.g., failover, clustering), application security testing, Windows desktop and server environments (Unix, Linux, Windows), authentication, and access control principles.

CHALLENGES

• Continuously developing technical skills with technological advancements.
• Providing reliable and effective application support to meet SLAs.
• Working after office hours or during weekends, and traveling to recovery sites as required for project activities and system support.