Application Support Analyst

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hexa Business Full time

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

About the job Application Support Analyst

ROLE PURPOSE

Deliver efficient and reliable support services for information accessibility, business operations efficiency, and increased organization productivity that contributes to the Bank's IT strategy and roadmap.

JOB DESCRIPTION AND ACCOUNTABILITY

  1. Assist Support Manager in managing reported incidents, problems, system enhancements, and program fixes of IT solutions which cover the various phases of the system development lifecycle, from business requirements gathering, design, development, testing until deployment while ensuring adherence to BNM's IT policies, guidelines, and procedures.
  2. Collaborate with business users to provide timely and satisfactory support services which include proactive technical advice and guidance on the usage of supported applications/software, application/software updates, and the impact on business.
  3. Ensure continuous availability of applications by conducting application maintenance services such as application health checks, performance monitoring tuning, and capacity planning. Improve the maintenance of applications from preparation of impact analysis and recommendations to successful implementation of the approved changes and fixes.
  4. Provide support services to stakeholders by ensuring all reported incidents, problems, and issues are resolved within agreed service level agreements with minimal impact on business operations. Perform problem root cause analysis, develop resolution steps for common problems, and recommend improvements to procedures and controls for problem preventive measures.
  5. Collaborate with IT infrastructure teams and service providers throughout the problem resolution process and monitor the problem resolution activities to ensure problems are resolved according to the service level agreement and compliance with IT standards and procedures.
  6. Continuously keep abreast with technology development to enable optimization of the Bank's IT infrastructure and application for the improvement of IT solutions delivery to business users.
  7. Build and maintain relationships with external experts and peers in other organizations in order to benchmark and research appropriate technology and processes for enhancing IT services in the Bank.

QUALIFICATION / EXPERIENCE:

  1. Bachelor's degree or higher qualification in Computer Science, Information Technology, Information Systems, Software Engineering, or relevant professional qualification.
  2. Experience: At least 2 years working experience in software development and application support. Experience in ITIL is an added advantage. Fresh graduates are encouraged to apply.
  3. Knowledge: System development life cycle, system analysis and design, database management, and technically strong in all or some of these software: Visio, SQL, Oracle, Visual Basic, ASP, PHP, JAVA, .NET, C/C++, IIS, Unix, Unix Shell Script Programming, SAP Data Services, MS SSRS, MS SSAS, MS SSIS, Apache, MS SharePoint, IBM Cognos, IBM TM1, IBM WebSphere, and IBM DB2.

TECHNICAL COMPETENCIES

  1. Emerging Technology
  2. IT System Support and Maintenance
  3. IT Systems and Technology
  4. IT Project Management
  5. Technical Architecture
  6. Procedure, Systems, and Methods

LEADERSHIP COMPETENCIES

  1. Acts for the Greater Good
  2. Integrated Thinking
  3. Holistic Collaboration
  4. Engage and Influence Stakeholders
  5. Leveraging on Strategic Relationships
  6. Empowerment with Accountability
  7. Build Team Capability
  8. Drive Performance Excellence

CRITICAL SUCCESS FACTORS

  1. Ensure ability to understand the application business area and perform application support, software testing, software design & development, application integration, and project management in system development.
  2. Good understanding of high availability design and concept (e.g., failover, clustering), application security testing, Windows desktop environment, and server technology (Unix, Linux, and Windows environment), authentication, and access control principles.

CHALLENGES

  1. Continuously develop technical skills with technology advancements.
  2. Ability to provide reliable and effective application support in meeting the service level agreement.
  3. Ability to work after office hours or during weekends, and travel to recovery sites (whenever required) for project activities and system support.
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