Digital Channels Application Support Analyst

Job description

Position Overview

Zanaco Bank Plc is inviting applications from suitably qualified and experienced individuals for the following job aimed at contributing to the Bank’s strategic vision, in the Information Technology Division under the Information Technology Division at Head Office – Support Functions:

Role Description

The Role is responsible for Coordination and Implementation the overall functions of Digital Channels with focus on Mobile Banking (VSUITE), Internet Banking and Payment Platforms support in order to improve the Bank wide Customer Experience in offering state of art Digital Channels while innovating new Solutions for improved Customer traction and experience as well as ensure that the Bank’s Business Strategy is achieved. Its Core Objectives is to continuously improve the Digital Channels through Mobile Banking (VSUITE), Internet Banking and Payment Platforms support environments and capabilities through monitoring, whilst also focusing on innovating new solutions and ensuring adherence to Budget and Performance. Further, the role will ensure adherence to the Mobile Banking (VSUITE), Internet Banking and Payment Platforms Policies, Procedures and Processes that will drive a customer experience culture across the division and the Business as a whole.

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The responsibility oversees the enhancements and enforcement of all Information Technology Digital Channels through Mobile Banking (VSUITE), Internet Banking and Payment Platforms support across the entire Bank and that the Business is aligned and adheres to through Mobile Banking (VSUITE), Internet Banking and Payment Platforms support Policies, Processes, Procedures and Internal Controls that will drive the entire Digital Channels culture across the Division and the Business as a whole to assure compliance with applicable Regulatory and Legal requirements as well as Best Practices.

Requirements

Support and Implementation of Mobile Banking (VSUITE), Internet Banking and Payment Platforms Policies, Procedures and Processes and ensuring that they are all fully documented and approved by all internal and external stakeholders.
Ensuring that the Mobile Banking (VSUITE), Internet Banking and Payment Platforms enhancements and Performance improvements align with Bank’s Strategic objectives and goals.
Engagement and Implementation of agreed Service Level Agreements (SLA) availability for all Digital Channels with focus of all Mobile Banking (VSUITE), Internet Banking and Payment Platforms.
Support of all Mobile Banking (VSUITE), Internet Banking and Payment Platforms Incidents and ensuring that problem resolution for issues logged through the 1st and 2nd line Support for all Mobile Banking (VSUITE), Internet Banking and Payment Platforms Support Systems are promptly done.
Provision of support and advise to the Business on requirements that have a direct impact on Mobile Banking (VSUITE), Internet Banking and Payment Platforms.
Conduct Critical analysis and follow-ups on logged issues to Mobile Banking (VSUITE), Internet Banking and Payment Platforms with Internal and External Management Teams.
Support of Mobile Banking (VSUITE), Internet Banking and Payment Platforms that provide and support all Payment Integration Solutions with both Internal and External customers and stakeholders.
Coordination and Support of Mobile Banking (VSUITE), Internet Banking and Payment Platforms Audits in relation to current Processes, Policies and Procedures in order to monitor and improve efficiency and ensure compliance of Digital Channels Platforms.
Supporting all Mobile Banking (VSUITE), Internet Banking and Payment Platforms configuration and support.
Conducting of Critical analysis and follow-ups on logged issues Mobile Banking (VSUITE), Internet Banking and Payment Platforms Management with Internal and External Management Teams.
Provision of Digital Channels first level support and guidance to End Users in the use of Information and Communication Technology and provide feedback to them using Specialist Skills, Training and Experience.
Day to day engagement with Vendors of Mobile Banking (VSUITE), Internet Banking and Payment Platforms and Software.
Ensure that activities are performed in due time and at the expected level of quality.
Ensuring agreed SLA availability for the following systems; Mobile Banking (VSUITE), Internet Banking and Payment Platforms.
Provide direction and advise to the Business on requirements that have a direct impact on Technology Applications in relation to Mobile Banking (VSUITE), Internet Banking and Payment Platforms.
Support all Mobile Banking (VSUITE), Internet Banking and Payment Platforms in relation to setups in line with the Business requirements.
Escalate outstanding cases to relevant Information Technology Units or Vendors for 3rd line level support.
Conduct scheduled Applications End User Training or as requirement and in line with Training Policy.
Ensuring that the required Documentation for the different Mobile Banking (VSUITE), Internet Banking and Payment Platforms for Information Technology Operations are adhered to.
Assist Operational Data to assess need for procedural revisions and enhancements as well as participate in the Design and Implementation of core specific Systems to enhance Revenue and Operational efficiency.
Monitoring of Mobile Banking (VSUITE), Internet Banking and Payment Platforms Availability and compiling Availability Statistics.
Provision of Support to assigned Projects relating to Mobile Banking (VSUITE), Internet Banking and Payment Platforms.
Support of a System Business Continuity and Information Technology Disaster Recovery in relation to Mobile Banking (VSUITE), Internet Banking and Payment Platforms at least twice a year.
Configurations Management and Operations Support of Mobile Banking (VSUITE), Internet Banking and Payment Platforms.
Highlight any Service Level Agreement breach to the supervisor.
Investigate and resolve Incidents and Problems logged through first line Support.
Provide Technical support on Mobile Banking (VSUITE), Internet Banking and Payment Platforms to ensure that Customer Satisfaction for all Stakeholders is met.

Risk Management:

Evaluate risk likelihood and impact and prioritize them for analysis and response planning.
Ensure that all risks applicable to any area is identified, assessed, reported and captured in the Risk Register.
Ensure accurate and complete reporting of risk events within the stipulated time line (i.e. 7 calendar days).
Ensure all emerging risks are reported and mitigating factors put in place.
Identify, monitor and report Key Risk Indicators (KRIs) in respective unit/department.
Ensure to operate within the given risk appetites and report any breaches promptly.
Implement and Close all Audit recommendations, identified control weaknesses from Risk and Control Self- Assessment
(RCSAs), Consultancy Reports or Customer Complaints and Risk events.
Participate in the annual review of Procedure Manuals when requested.
Ensure familiarization with and adherence to the Zanaco Enterprise Risk Management framework and participate in Risk Management Trainings organized by Integrated Risk Management (IRM) Unit.

Key Outputs

Success Measures

Inputs and Behaviors

Measurement Method

Consolidated strategy and plan for all IT Applications.

Implementation of Departmental Strategy and plans

In consultation with key internal stakeholders prepare the IT Strategy

Ensure that the strategy is approved and effectively implemented

Documented departmental strategy and plan

System functionality availability and efficiency

Achievement of targets with regard to Uptime of all IT systems and infrastructure

Efficient, effective and accurate transactions processing on all bank systems and applications

Facilitation of high usage of all Bank Products and Services

Minimal system malfunctions

Ensure monitoring of system functionality to ensure all critical parameters are in healthy state

Ensure that all the department effectively resolves all incidents and problems that are reported and holding all relevant senior managers responsible for prompt responses

System availability reports

Internal and external NPS

Successful project implementation

Intended results achieved on all key IT/Technical projects as evidenced by pre-defined key success indicators

Ensure that relevant IT staff are engaging the other departments to understand technical support required in implementation of technical projects

Ensure that relevant IT staff are engaging that relevant IT staff are providing required technical advice and support in specifications, planning and vendor management where projects are being done with other external partners/ e.g. MNOs, other banks, clients etc.

Project Reports

Customer Satisfaction/Support

Satisfied clients, measure via:

-Decreased complaints

about service/system unavailability

-Increased compliments

Positive public perception of the bank as a reliable service provider

Ensure that relevant IT staff are engaging the business and other units to understand support

requirements

Ensure efficient and effective resolution of escalated problems and that all systems are functioning efficiently

Formal and informal feedback

Internal and external NPS score/surveys

Availability of accurate and timely Management Information

Timely submission of accurate and insightful periodic reports indicating:

Status of all key System/Applications/Infrastructure and Service Delivery Metrics and key recommendations

Informed Management/Business decisions

Consolidate all relevant IT system, applications, infrastructure and service delivery data as required by the CIO/MBoard or Board

Prepare and present periodic reports to all relevant stakeholders within agreed timelines

Prepare recommendations on possible Business Solutions and System and Service Improvement initiatives based on systems data

Reports and Recommendations

Product Innovation

Service Delivery Improvement

Increased Bank Profitability

Stay abreast of key Technological Developments and Competitor activities

Ensure that relevant IT staff prepare proposals on new products and services for consideration

Review and approve proposals for further recommendation and approvals

COMMUNICATION/INFLUENCING

Communication:

This role entails that communication is done at all levels (i.e. Internal & External) including drafting and implementing the communication strategy and plan for the Mobile Banking (VSUITE), Internet Banking and Payment Platforms. This involves stakeholder engagement at different levels within the bank and being to communicate effectively thereof.

Influencing:

This is a critical function of the role in line with the Business Relationship and Vendor Management component. The role requires dealing with vendor contracts at all levels to ensure that the Bank benefits from favorable SLA’s.

The role entails that a strategic approach is taken to influencing using a variety of techniques and strategies in order to build sustainable support over time.

External:

· Vendors

· Consultants

· Industry Networks – future looking researching, monitoring, awareness of industry trends and practices

Internal:

· All internal Business Units

DECISION MAKING

Autonomous Decisions:

· Day to day operations and Support

· Resolution of problems or incidence or requests

Non-Autonomous Decisions:

· System and Database recommendations

· System maintenance

QUALIFICATIONS/EXPERIENCE

Education:

IT related Degree, MSc/MBA an added advantage

Professional: As required by Function

Minimum Experience: 2-5 years working experience in IT Technology in Banking, Certifications Required: ITIL, COBIT 5, Prince 2

COMPLEXITY

· Strategic importance

· Risk

· Competing stakeholder requirements

· Complex Decision-Making Processes

COMPETENCIES & PERSONAL ATTRIBUTES

Excellent Communication, Presentation and Reporting skills.
Self-starter and self-motivated,
Leadership skills
Clinical and attentive to detail
Must aspire to a culture of Service Excellence
Research/ Information gathering skills
Networking Skills
Stakeholder Management
Budget Management
Drive for results

Proposals and Recommendations

Disclaimer

ONLY SHORTLISTED APPLICANTS WILL BE COMMUNICATED TO.

Zanaco provides equal opportunity in employment for all qualified persons and prohibits discrimination in employment (women are encouraged to apply).

Quick Info
Head Office – Support Functions
Permanent & Pensionable
Application Deadline
Apply by February 25, 2026