Digital Channels Analyst at NCBA Rwanda

JOB DESCRIPTION

Job Title: Analyst, Digital Channels

Reports To: Manager, IT Applications

Department Information Technology Division Information Technology

Grade Band 5

Job Holder

Supervisor

Signature Signature

JOB PURPOSE STATEMENT

This is an ICT specialist role whose purpose is to provide effective and efficient support and system administration to the bank’s digital channels, applications systems and integration components. This includes but is not limited to Mobile Banking, Internet Banking, ATMs & Cards Systems etc.

The role will be responsible for providing Level 1/2 (L1/L2) Technical & Functional Support of Channel Applications, cards systems and ensuring proper closure & resolution of issues. This entails proper call logging, escalation & follow up as defined in the Service Level Agreements.

Be the primary contact for the management of Alternate Banking Channels ecosystem, which is composed of the Data Management Practice, Integrations, API’s, Internet banking, Mobile Banking and Payment card services.

KEY RESPONSIBILITIES & PERCENTAGE

• Provide technical support and monitoring of the Digital Channels, Coordinate the 24×7 technical support on Digital Channels operations.
• Providing L1/L2 support on Digital Channels and liaise with various third parties including system vendors.
• Monitoring Channel Applications availability and performance.
• Document and analyze technical specifications for changes and projects.
• Review updates, test and implement changes and/or enhancements in compliance with the Change Management Policy.
• Execute System integration testing and subsequent implementation of system upgrades, hotfixes, patch releases.
• Coordinate interventions by vendors.
• Communication to all internal and external stakeholdersNCBA Bank (Rwanda) Page 2 of 6
• Provide support to regulatory reporting where applicable.

MAIN ACTIVITIES

• Take corrective actions to ensure Systems/Applications availability, resolving issues, and coordinating with other team members and vendors.
• Ensure optimal /maximum availability of the Channels (mobile banking, internet banking and ATMs/Cards systems)
• Participating in new product rollouts, testing, documentation and operational improvement projects and complying with Change Management process for banking systems.
• Documenting, reviewing and updating of all processes and procedures related t ICT Systems.
• Providing assistance in conducting Business continuity Management strategies and testing.
• Ensuring the following:
• Uptime of services being offered through banking channels as per the SLA.
• Proactively monitoring services and transactions.
• Issues related channels are timely fixed and regular follow-up done for delivery of patches and testing after receipt of patches within specified SLA.
• Issues raised by the business users are resolved within specified SLA with proper communication to relevant stakeholders
• Escalate and follow up to resolution any issues raised to the vendors without undue delay and coordinate the resolution.
• Collaborate and/or independently build independent web-based tools, micro-services, integrations and other solutions.
• Be a pivotal member of Change Advisory Board that manages the Changes and incidents that are integral part of IT Service and operations management
• Implement and conduct the Business Continuity Management strategies and drills for the Alternate Banking Channels stack.
• Knowledge transfer and training of application support teams and develop skills within IT.
• Any other responsibility assigned to you by your Line supervisors.NCBA Bank (Rwanda) 

KEY RESULT AREAS

Perspective Measurement Dimensions

People

• Competence development and knowledge transfer
• Scope of cross-training and diversity of systems supported.

Customer Focus

• Service level (response & resolution time) standards or benchmarks.
• Uptime and availability targets for the IT Applications systems.
• Adherence to and application of established policies, processes and procedures.
• Quality of technical support, operational services and issue analysis.

Business Systems & Infrastructure

Productivity or resource utilization standards or benchmarks

• Audit ratings
• RCSA ratings

Financial

• Expense management goals

Decision Making Authority /Mandates/Constraints: What decision/s is the position holder

empowered to make based on the key result areas of the position?

• Prioritize faults/incidents for resolution or escalate and liaise with vendor on delivery of solutions.
• Propose changes by identifying the strengths and weaknesses of alternative solutions, conclusions or approaches to problems and change activities.
• Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Determining the appropriate software, procedures and resolution steps required to provide specific long term solutions.

Planning: What planning responsibilities are applicable to this role? Indicate what the planning entails

• Plan on regular system upgrades with minimal availability disruptions
• Application performance tuning and backupsNCBA Bank (Rwanda) Page 4 of 6
• Systems changes planning to introduce new functionalities.

Type of Planning Duration of Planning

Long Term Planning 1 – 6 months => System and hardware Upgrades

Short Term Planning Daily/weekly/monthly/Quarterly planning

Scheduling for implementation of changes

Resource allocation and management of work volumes

Financial Responsibility: What financial responsibilities are applicable to the role? Indicate the amounts responsible for? The responsibility can be for OPEX, CAPEX, and Petty cash etc.

Indicate what the financial responsibility entails e.g. approving, monitoring, reporting

Responsibility for stocks, equipment etc (non – cash resources). Indicate the type of resources responsible for and the approximate value.

Resources, equipment, stocks etc Approximate value (Kshs)

Software Components – IT Applications N/A

Responsibility for generating revenue. Indicate the revenue streams the position holder is responsible for as a % of the departmental target.

Identify cost saving initiatives.

Relationship Management: Indicate the departments/organizations/companies etc that the position holder will need to relate/liaise with as part of this role

Internal

• Liaise with Other IT Analysts, IT management, the business arms of the IT Applications and contact centre.
• Liaise with Channels, DBA and integration specialists for optimal system tuning and performance.
• Collaborate with user’s of all systems.
• Liaise with the Client Services Manager on Problem and Change Management.NCBA Bank (Rwanda)
• Work closely with other technical officers in other countries to ensure quality services across the enterprise.

External

• Liaise with Channels vendors and external partners.
• Liaise and coordinate activities of the ATMs support partner

Project Management

Type of projects Nature of responsibility

New Systems developments and deployments Champion the change and support the changed components and user processes.

Process Management

Type of Processes Nature of Responsibility

Technology Analysis, trouble shooting, resolution and change management

Core Value Behaviors (Performance Drivers)

Confident (Self Mastery). Describes people who are self-assured, in control, Bold, and deliver to the highest standards of expectations with ease while exhibiting the sort of presence that builds confidence in others.

Comfortable (Connecting with people). Describes people who are cool and resilient under pressure, honest in every dealing, open to constructive criticism, can be relied on to deliver.

Elegant (Effortless delivery). Describes people who demonstrate effortless simplicity and are able to do mundane things with grace and flair. They connect easily with different audiences, exhibit finesse in all interactions and have a high sense of values that they uphold at every turn.

Prestige (Pride and ownership of our work). Describes people who believe in themselves, are respected and treat others with respect and occupy a significant place in people’s minds.

COMPETENCE REQUIREMENTS

• Proven experience and skills in the complete systems analysis cycle and relational database design.
• Technical skills to effectively perform ICT support activities/tasks in a manner that consistently produces high quality of service.NCBA Bank (Rwanda) Page 6 of 6
• Interpersonal skills to effectively communicate with and manage expectations of internal customers other stakeholders who impact performance.
• Attention to detail, ability to multi-task, good time management skill, prudent prioritization and effective structuring of work assignments.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
• Team player and able to work with minimum supervision.
• Innovative and enterprising in order to identify and accept change opportunities and effectively forecast impact of change and advice/implement interventions to mitigate risk.

QUALIFICATION AND EXPERIENCE REQUIREMENTS

Education

• Degree in Computer Science or relevant IT degree from a University with a reputable curriculum.
• Training and applied knowledge in IT Applications Support, Unix and Oracle

Experience

• A minimum of 3 years of experience in managing or supporting channel applications in a banking environment.
• Having worked on major banking application projects that touch core banking system, databases and other peripheral systems.
• Good understanding of the relevant banking regulations in Rwanda
• Three year’s practical proven experience in installing, setup, support and troubleshooting of 3 tiered application architecture, including web technology support e.g. Jboss, WebLogic and IIS.
• Proven experience in supporting banking IT Applications (mobile, internet, ATMs etc)
• Proven experience in systems analysis, design, implementation and support.
• Proven knowledge of banking operations, operations in business units and business impact analysis.
• Thorough knowledge of the Bank’s core banking system.