Business Support Analyst

The Business Support Analyst will oversee all production issues. This role focuses on fixing production issues and establishing system protocols, while deciding if any ticket raised is an issue or a new feature of the RS2 software. The Business Support Analyst configures, tests, delivers and implements according to the latest requirements and enhancements/fixes on software systems developed by RS2 for all BAU clients. The Business Support Analyst also examines existing and new systems for improvement; reports common issues, evaluates system performance, and recommends new system procedures. To excel in this position, you should be an experienced professional with in-depth knowledge of business processes and business system analysis techniques.

Duties and responsibilities:

● Carries out analysis and interpretation of client requirements in the light of the existing software systems developed by RS2

● Solves live production issues, including handling a backlog of issues, questions and SRs and manages the ticket backlog

● Performs gap analysis of new requirements against existing functionality

● Creates detailed use cases when required

● Takes responsibility of the overall progress of assigned tasks upon which he/she is working with strict adherence to SLA and quality standards

● Acts as a central point of contact (via e-mail, JSD, teleconferencing and on-site workshops) for clients in order to understand and analyze whether RS2 software is working according to the clients' requirements.

● Participate in the review of the detailed test cases with QA team to ensure they meet client requirements

● Ensure that BankWORKS is performing according to the agreed specifications / requirements

● Provides internal Knowledge Transfer sessions as needed

● Is able to work under pressure to agreed SLAs whilst maintaining acceptable quality standards

● Liaises with Delivery, Compliance and Technical teams to ensure compliance with the business requirements and agreed specifications

● Collaborates with internal release teams to release change into production and to provide client support during and after implementation

● Participates in onsite support or training as per clients' request

● Works closely with clients and colleagues to facilitate migration of data to/from the software systems developed by RS2

● Provides support for clients and RS2 support teams in line with agreed SLAs

● Participates in 24x7 shifts to provide client support when necessary

● Liaises with Quality Assurance Team to perform audits and recommend/monitor corrective action where necessary

● Maintains status reports for all tasks on a regular basis

● Provides training to the junior members of the team

● Provides management feedback on process reengineering to either reduce incidents or drive efficiencies

● Keeps JIRA and Confluence updated at all times

● Performs any other duties that may be assigned from time to time

The ideal candidate:

● Must have a diploma 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 or working in a support team solving software-related issues

● Must have minimum 2 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

● 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 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.