Core Banking Support Officer
FINCA Impact Finance , Pakistan

Role Purpose

Core Banking Support Officer is a part of FINCA’s Core Banking Application support team – responsible for functional and technical support services to Orbit-R and FlexCube Core Banking Solution, deployed in number of Subsidiary entities of FINCA Impact Finance network.

Under supervision and guidance by the Global Application Services Manager, the responsibilities and deliverables of Support Officer are determined as follows:

Accountabilities

Advanced level Service Desk support incidents and service requests related to Core Banking Application, escalated from Application Support teams in Subsidiary entities.

Specifically:

• • • Analysis and resolution of incidents within the frames of target SLAs.
    • Identification of root causes for application errors, escalating serious concerns to the GAS Manager.
    • Analyses of resolved incidents to identify repeated failures and document resolution steps – to ensure prompt resolution of related issues.
    • Categorize, prioritize, and document problems identified throughout support services.
  • Documenting processes and monitoring application performance metrics.
  • Consulting with Vendors and the Global IT team members to improve application performance.
  • Provide on-demand support to requests related to CBS.
  • Efficiently use tools supporting the service delivery process, such as: Manage Engine Service Desk, TFS and Project Server.
  • Change Management regarding Core Banking System.

Qualifications

• Bachelor’s Degree in Computer Science, Information Systems required;

Experience

• Minimum of 4 years of advanced Technical Support and troubleshooting experience.
• Experience of supporting CBS (e.g., FLEXCUBE, FINASTRA), ERP or CRM will be considered a plus;
• Or Minimum of 4 years of experience in supporting software applications;
• Or Minimum of 4 years of experience in Oracle PL/SQL, proven ability to create and analyze complex scripts;

Knowledge and Skills

• Sense of logic and creative problem-solving abilities.
• Detail-oriented, well-organized work style.
• Strong focus on resolving issue on first contact, ability to discern when issue should be escalated for higher support level.
• Excellent verbal and written communication skills delivered over the MS Teams and via email. Ability to communicate clearly.
• Ability to work independently, stay organized and be diligent on follow-ups.
• Solid knowledge of ITIL standard (certification will be considered a plus).
• Strong commitment with the social mission of FINCA.

Language Skills

• Fluency in English required;

Travel requirements

Availability to travel up to 10% of the time

The position will be based in Lahore, Pakistan

Job Rewards and Benefits