Technology Department, IT Applications and End User Support Specialist at KCB Bank Tanzania

The IT Applications and End User Support Specialist provides support for banking applications such as T24, ESB, Clearing systems, and more. This role involves testing, monitoring, and reporting on these applications to improve overall business performance through technology. The specialist is also responsible for installing, configuring, and maintaining these applications, as well as troubleshooting and providing technical support for any issues that arise. They must report all application incidents according to the bank's policy.

Key Responsibilities

The responsibilities include maintaining optimal system availability for banking applications like T24, ESB, and Clearing Systems. The specialist must provide prompt and efficient service to end-users, resolving and allocating all calls logged in SmartFix that are assigned to them, and following up on calls assigned to the group support team according to the SLA. They will conduct training sessions on different banking applications to help users become more proficient.

This role also requires them to respond to user queries and troubleshoot issues promptly, reporting any application incidents as per the bank's policies. They must proactively monitor all banking applications and provide system statistics, performance data, and reports to assist management in decision-making. They also perform Business Continuity Management (BCM) testing to ensure the business can continue to operate in case of a system failure. The specialist provides guidance on how to use new applications and systems and offers basic troubleshooting training to IT Champions at the bank's branches. They are responsible for maintaining accurate documentation for application configurations, procedures, and troubleshooting guides. The specialist must adhere to KCB Bank's IT standards and procedures and collaborate with other IT teams to resolve complex issues promptly.

Minimum Position Qualification Requirements

Academic & Professional

• Education: A Bachelor’s degree is required in Software Engineering, Computer Science, Information Technology, or Computer Engineering.
• Professional Qualifications (Added Advantage): ITILv3 or v4, Database Administration (OCA, MSSQL), MCSA, MCSE, Software Engineering, or Linux.

Skills and Experience

• Working knowledge of Banking Applications, including a Core Banking system, and knowledge of relational databases (e.g., Oracle, MSSQL) are required.
• Programming skills are also a requirement.

Business Behaviors

• Required behaviors include excellent communication and engagement skills, strong attention to detail and personal effectiveness, a high level of integrity, and strong relationship-building skills.

Experience

• A minimum of 3 years of total experience is required for this position.