Production Support Analyst at Rand Merchant Bank

Job description

Purpose:

To provide specialist business and systems support to RMB CB users and stakeholders as well as perform administrative technical and maintenance tasks to meet business, IT and audit requirements

Responsibilities:

• Conduct a trend analysis and identify usability issues/bugs/enhancements that need to be made
• Track and trace issues/bugs/enhancements with relevant owners
• Obtain the correct priority to fix bugs, make enhancements and deal with issues
• Advise Production Support Manager of trends and statistics to be reported on
• Check systems on a daily basis to ensure they are up and running
• Provide 2nd or 3rd level application-specific desktop support together with Vendors or Developers as and when need be
• Configure and maintain static data on relevant systems
• Load pricing on relevant systems
• Investigate balancing issues as and when need be
• Translate details of the outage for the business
• Keep business updated on progress of the outage being resolved
• Engage with IT in explaining the level of the impact of the outage to business
• Provide business with incident reports as and when need be
• Provide statistics on system issues and outages to business and IT
• Communicate with the correct forums/stakeholders of any outages according to their requirements
• Get involved in any new or existing system development projects
• Assist in defining the business requirements
• Conduct UAT testing and assist with QA testing
• Conduct post-implementation testing
• Provide relevant support documentation, user interfaces and technical manuals to relevant stakeholders
• Receive an issue from a user and supply the user with a defect ID
• Analyse and record details of the defect on Quality Centre
• Log the before and after analysis of the defect on Quality Centre
• Close the defect and provide the user with feedback
• Raise a JIRA against IT if defect cannot be resolved by Production Support
• Escalate defect to Production Support Manager in order to prioritise for resolution
• Manage expectations with IT and users
• Input JIRA information on Quality Centre and provide user with relevant information of progress
• Conduct UAT testing on weekly releases
• Conduct post implementation testing with zero defect rates
• Send screenshots of everything that was tested to the Production Support Manager
• Communicate implementations via bulk mails to relevant stakeholders
• Pick up on issues that may become audit exceptions
• Ensure that no audit exceptions are created with processes created
• Drive for audit exceptions to be fixed
• Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence and negotiate to achieve win-win outcomes
• Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders’ requirements are delivered
• Preserves relationships despite airing conflicting views and seeks mutual gains when addressing conflicts

Additional Requirements

• Proficient in relevant internal systems
• Ability to produce process documentation and reports
• Sound financial and balancing skills
• Knowledge of data analysis
• Good verbal and written communication skills, influencing and negotiation
• Ability to work in a team as well as independently with minimal supervision
• Adaptable to flexible working hours
• Good problem solving skills
• Analytical mindset
• High attention to detail
• Sound relationship building and networking abilities
• Service-orientated
• Resilient
• Ability to think laterally
• Sound time management skills
• Good planning and organizing skills
• Ability to engage at all levels
• Willing to take accountability where necessary
• Good ethical judgement
• Strong Trade reporting and Technical skills within Corporate Banking.

Qualifications and Experience:

• Minimum relevant Tertiary qualification
• Minimum 4 years experience in FirstRand Group