Application Support Analyst

3 weeks ago

Kuala Lumpur, Malaysia Bank Negara Malaysia Full time

**Job Title : Application Support Analyst (CRM)**

**ROLE PURPOSE**:
Formulate, design, develop, implement, maintain and support the implementation of journeys for multiple audiences to cultivate relationships and

enhance communications with active and inactive prospects and customers to serve the key functions of the following stakeholders:
â-ª Coordinate targeting strategies for customer acquisition and retention

â-ª Develop and document policies, procedures and standards relating to database management.

**PRINCIPAL ACCOUNTABILITIES**:
â-ª Manage availability, reliability, performance and disaster recovery readiness of segmentation strategy, technology, research, and initiatives to improve the customer experience, ensuring maximum system uptime, mínimal business disruption, and optimal system response time, in accordance with the expectations of all stakeholders, international standards and best practices.

â-ª Undertake continuous systems and process improvements by benchmarking against standards and adopting models, best practices, and methodologies, and ensuring they are in accordance with guidelines and stakeholder expectations

â-ª Manage and provide round-the-clock (24 hours a day x 7 days a week) support services to stakeholders, ensuring that all reported incidents, problems and issues are resolved conclusively in the shortest possible duration, without any impact to business operations.

â-ª Ability to think critically, identify solutions and deliver recommendations based on data and analysis

â-ª Translate current and future needs of stakeholders into IT solutions that enable the achievement of the stakeholders' business objectives and strategic results

â-ª Manage relationship with stakeholders ensuring that IT services deliver stakeholder satisfaction, and ensuring that the IT services add value to the stakeholders.

â-ª Build and maintain relationship with external expert and peers in other organizations in order to benchmark and research appropriate technology and processes for enhancing IT services in the Bank.

**QUALIFICATION/EXPERIENCE**:

- Academic Qualifications: Bachelor degree or higher qualification in Computer Science, Information Technology, Information Systems, Software Engineering or relevant professional qualification
- Knowledge : System development lifecycle, 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 ShellScript Programming, any CRM, Apache, Microsoft Sharepoint

**TECHNICALCOMPETENCIES**:

- Emerging Technology
- IT System Support and Maintenance
- IT Systems and Technology
- IT Project Management
- Technical Architecture
- Procedure, Systems and Methods
- System Development

**LEADERSHIP COMPETENCIES**:

- Acts for the Greater Good
- Integrated Thinking
- Environmental Awareness
- Holistic Collaboration
- Engage and Influence Stakeholders
- Organisational Understanding
- Leveraging on Strategic Relationships
- Empowerment with Accountability
- Build Team Capability
- Drive Performance Excellence
- Executive Maturity
- Self Confidence

**CRITICALSUCCESS FACTORS**:
management in system development
- Good understanding of high availability design and concept

desktop environment and server technology (Unix, Linux and

Windows environment), authentication and access control

principle.

**CHALLENGES**
- Continuously develop the technical skills with the technology advancements
- Ability to work after office or during weekends, and travel to recovery site (whenever required) for project activities and for system support.

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