Production Support Officer (Contract)

Summary

Identify and define the required tests scenarios and execute the test coverage. Act as key reference point for the branch network and business units for day to day issues relating to core and secondary software systems and applications. Conduct testing of changes for core and secondary systems and applications. Manage portfolio of assigned incidents and service requests from branches and business units by satisfying requests and enabling effective use of supported applications. Conduct research & analyses that will assist in the resolution of account reconciliations, audit findings, complex internal clients query and change requests.

Responsibilities

• • Investigate operational requirements for straight forward service requests changes, issues, contributing to improvements in information systems, data management, processes/ procedures.
• • Create clear and precise business requirements that are generated from Action Requests (ARs).
• • Perform User Acceptance Testing for new systems being implemented and/ or maintenance & enhancement change equests created to resolve the action requests.

• Support the implementation of new systems, processes, and revised policies, procedures and guidelines to units.:

  • • Assist in resolving any resulting or outstanding issues and provide appropriate feedback to all for all service delivery supported systems.
• • Identify information flows, processes and procedures that will meet the business requirements for change requests.
• • Provide a ‘Center of Expertise’ for core system functionality and guidelines.
• • Identify issues negatively impacting the efficient and effective processing or client care within the unit.
• • Provide clear and precise documentation to facilitate a non- disruptive implementation and adequate knowledge transfer for post- implementation and trails aligned company’s standards.
• • Support other test team members and associated IT resources, as appropriate, through the execution of testing related activities.
• • Act as the reference point for Group Treasury and Asset Management for day-to-day issues relating to core and secondary software systems and applications, including eServices.
• • Conduct research and analysis that assist in the resolution of account reconciliations, audit findings and client queries.
• • Provide technical analysis of large data sets for monthly reporting.
• • Assume ownership of issues/concerns at first point of contact.
• • Organize the workflow of the Production Support team.
• • Provide supervision and guidance to the Production Support Associate.
• • Perform other related duties assigned from time to time.

Required Skills

• • Knowledge of regulations governing financial institutions.
• • Strong analytical, critical thinking and problem-solving skills.
• • Ability to investigate and resolve complex issues.
• • Sound organizational and time management skills with the ability to handle multiple tasks/assignments.
• • Strong interpersonal skills with the ability to communicate effectively.
• • Knowledge of financial software systems & applications.
• • Advanced proficiency in Microsoft Suite of products particularly Microsoft Excel.
• • Knowledge of Project Management tools and techniques.

Qualifications

• • Bachelor’s Degree in Management Studies, Information Technology, Banking & Finance or related discipline from a recognized tertiary institution.
• • Minimum three (3) years’ working experience in the financial services industry.

Additional Information and Instructions

• • Must be open to flexible working hours to facilitate production implementations which are typically done outside conventional working hours inclusive of late nights, weekends, and public holidays.

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