IT Business Support Specialist - Africa Regions at Standard Bank Group

JOB DESCRIPTION

• To provide first and second line technical support to stakeholders, troubleshooting and resolving defined requests ranging from user management to more complex requests by conducting analysis, diagnosis and resolution of technology related problems, ensuring service stability.  Install high priority updates to test the update in controlled conditions to see how it affects the system configurations.  Coordinate with the non-standard requests with the Tier 3 level in Group CoE Platform.  Support Team and COE Lead. Provide a complete progress report on the incident, including actions taken.  Implement improvement of service processes to meet the agreed service level and deliver exceptional service to end users.  Collaborate with and build relationships with and between key stakeholders, during the design, management and implementation of business and/or technology change.  Serve as the point of liaison between application feature teams, business stakeholders, and users, ensuring efficiencies are leveraged and processes are continuously improved.

QUALIFICATIONS

• First Degree in Information Technology.
• Salesforce Badges: Financial services Cloud, Sales Cloud, Service Collaboration Cloud and Marketing Cloud, Lightning Exp, Security Specialist, Customer360, Process automation specialist, Einstein Analytics, Discovery Insights Specialist & Developer.
• ITIL v4 certification.

Experience

• 8-10 years Proven experience in building cross-functional relationships and working with colleagues across the organisation.  Production support experience including working from a support queue managing SLAs and working with end users. Proven ability to design and implement new processes and facilitate user adoption.

We're looking for 3 Business Support Specialist preferably in country to support the below regions:

• Business Support Specialist - Finacle Cloud: Eswatini, Lesotho, Malawi, Zambia, Zimbabwe, Cote D Ivoire, Mauritius , Democratic republic of Congo.
• Business Support Specialist - Finacle Federated:  Botswana, Ghana, Namibia, Nigeria, Tanzania, Uganda.
• Business Support Specialist - T24: Angola, Kenya, Mozambique

ADDITIONAL INFORMATION
Behavioural Competencies

• Team Working
• Adopting Practical Approaches
• Challenging Ideas
• Developing Expertise
• Embracing Change

Technical Competencies

• Incident and Problem Management
• IT Applications
• IT Programme Management
• Service Management Processes
• Stakeholder Management