Senior Business Support Analyst

The Senior Business Analyst within the Support Team will assist the assigned Team Leader in establishing and managing client support plans for a portfolio of RS2 clients. The role is pivotal in ensuring the controlled and seamless delivery of all changes through RS2's Release Management process, maintaining high standards of quality and client satisfaction.

The Senior Business Analyst will collaborate to develop and refine procedures that optimize the quality of delivered work and ensure client requirements and SLAs are consistently met. This includes configuring, testing, delivering, and implementing solutions to ensure that BankWORKS operates according to the original specifications.

Additionally, the Senior Business Analyst may serve as the primary contact point for specific clients, taking the lead in assigning support tickets, facilitating technical discussions, prioritizing issues, and compiling statistics related to issue counts and statuses. In this capacity, the analyst ensures that clients receive the highest quality of service with minimal escalations, acting as a trusted liaison between the client and the support team.

All tasks and responsibilities are to be executed in a timely, efficient, and cost-effective manner, with a strong focus on meeting client expectations and contractual obligations.

Duties and responsibilities:

● Manage clients' production issues in a timely and cost-effective manner, adhering to client SLAs.

● Take ownership of the overall progress and resolution of an assigned portfolio of support issues.

● Serve as a functional reference point and mentor for junior support team members.

● Ensure strict adherence to contracted SLAs across all managed support activities.

● Provide training, mentoring, and guidance to junior team members, monitoring performance and offering corrective guidance as necessary.

● Facilitate successful knowledge transfer from Change Management and Project Definition teams to support teams during requirements analysis and handover.

● Provide product setup and configuration to resolve live production issues.

● Act as a central point of contact (via email, teleconferencing, and on-site workshops) for support-related queries and issue resolution, especially in the absence of the team leader.

● Configure RS2 software systems according to documented requirements relevant to support fixes, seeking guidance only when necessary.

● Ensure compliance with specifications prior to release package delivery from a support perspective.

● Liaise with Change Management, Technical, and Quality Assurance teams to ensure support activities align with client business requirements and agreed specifications.

● Assist in signing off test results related to support fixes and ensure the release process is triggered in a timely manner.

● Participate in on-site support or training as requested by clients.

● Participate in the 24x7 shift rotation to provide client support as necessary, in line with applicable SLAs.

● Drive problem management efforts within the support area, conducting root cause analysis and implementing preventative measures.

● Maintain proactive communication with clients, providing regular updates on issue resolution and support progress.

● Identify opportunities for process improvements within the support function and contribute to initiatives to enhance team efficiency and service quality.

● Maintain status reports for all support tasks on a regular basis.

● Perform any other support-related duties as assigned by the support team leader and/or support team management.

The ideal candidate:

● Must be in possession of a degree in ICT / Bachelor of Science in Business Analytics or Software Development / Bachelor's Degree in Computer Science / Degree in Business with IT

● Must have extensive experience in business requirements gathering, business requirements definition, and system configuration and design

● With minimum 5 years of work experience in a similar role

● Must have exhibited strong documentation skills

● Must be proficient in SQL Language

● Must be able to facilitate remote and face-to-face client meetings

● Able to conduct training, mentoring sessions, evaluations and performance management of the junior team members, when needed.

● Must have strong written and oral communication skills

● Preferably should have a good knowledge of the payments industry

● Knowledge of user stories or use cases is not mandatory but will be quite useful

The selected candidates will be offered an above-average package commensurate with their skills and experience. All applications will be treated in strict confidence.