IT Analyst

Job Description

About the role:

The Analyst will provide effective functional and technical support for the relevant applications, ensuring issues are appropriately documented, tracked, addressed, and resolved in a timely manner as per Service Level Agreements (SLAs), with strict adherence to RAKBANK IT & Business guidelines and compliance requirements. The analyst will work closely with business users and software vendors to deliver solutions and resolve issues, s upport digital banking and AI-enabled applications while maintaining and updating custom code owned by the bank.

Functional Responsibilities

What you will be doing:

• Troubleshooting and Issue Resolution: Identify, analyze, and resolve issues that arise in software applications. This includes diagnosing and fixing bugs, as well as implementing long-term solutions to recurring problems.
• Technical Support to End-Users: Provide technical support to end-users, helping them navigate and use the application effectively. This may involve responding to user queries, guiding users through features, and resolving any technical difficulties they may encounter.
• Maintaining the Software System: Ensure the smooth operation of the software system by performing regular checks and updates. This includes monitoring system performance, updating software as necessary, and maintaining documentation of system functionality and updates.
• Automation of Business Processes: Work on automating business processes to improve efficiency. This may involve scripting, coding, or using automation tools to streamline operations.
• Communication and Collaboration: Work closely and communicate effectively with business users to understand their needs and provide appropriate solutions.
• Ensure timely resolution of issues, minimizing downtime and impact on business operations.
  
  

• Implement changes as required by business needs or project requirements.
• Prepare and maintain comprehensive documentation for all support activities, including issue logs, resolution steps, and changes made to the system.
• Identify areas for improvement in the support process and implement enhancements to increase efficiency and effectiveness.
• Support automation and digital transformation initiatives.
• Provide training and support to users to ensure they are proficient in using the applications.
• Share knowledge and best practices with team members to foster a collaborative and informed support environment.
  
  

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Good knowledge on banking concepts.
• Experience and understanding of typical software development lifecycles and best practices.
  
  

• Strong understanding of personal loan and credit card products, market dynamics, and regulatory environment
• Conceptual thinking
• Persuasive communication
• Strategic thinking
• Networking & Relationship building
• Strong blend of strategic thinking, operational excellence, and deep market insight to drive sustainable growth