Business Support Analyst

Company Profile

RS2 offers secure payment services, payment software and managed services to clients in over 35 countries. The company upholds the highest industry standards and RS2’s in-house designed payments solution is the software of choice by many of the world’s leading and most innovative banks and financial institutions.

About the Job

The Business Support Analyst will oversee all production issues. This role focuses on fixing production issues and establishing system protocols, while deciding if any ticket raised is an issue or a new feature of the RS2 software. Due to the global nature of our client support, the successful candidate must be flexible with working hours, alternating between Malta office hours and Philippines night shift schedules. The Business Support Analyst configures tests, delivers and implements according to the latest requirements and enhancements/fixes on software systems developed by RS2 for all BAU clients. The Business Support Analyst also examines existing and new systems for improvement; reports common issues, evaluates company performance, and recommends new system procedures. To excel in this position, you should be an experienced professional with in-depth knowledge of business processes and business system analysis techniques.

Responsibilities

• Carries out analysis and interpretation of client requirements in the light of the existing software systems developed by RS2.
• Solves live production issues.
• Performs gap analysis of new requirements against existing functionality.
• Creates detailed use cases when required.
• Assists in managing the Support team for, production incidents and service requests, releasing into the production environment as per clients’ SLAs, as well as answering questions from clients or internal stakeholders.
• Takes responsibility of the overall progress of assigned tasks upon which he/she is working with strict adherence to SLA and quality standards.
• Acts as a central point of contact (via e-mail, JSD, teleconferencing and on-site workshops) for clients in order to understand and analyse whether RS2 software is working according to the clients’ requirements.
• Participate in the review of the detailed test cases with QA team to ensure it meets client requirements.
• Review that Bankworks is performing according to the agreed specifications.
• Provides Knowledge Transfer sessions.
• Is able to work under pressure to agreed SLAs whilst maintaining acceptable quality standards.
• Liaises with Delivery, Compliance and Technical teams to ensure compliance with the business requirements and agreed specifications.
• Collaborates with internal release teams to release change into production and to provide client support during and after implementation.
• Participates in onsite support or training as per clients’ request.
• Works closely with clients and colleagues to facilitate migration of data to/from the software systems developed by RS2.
• Provides 2nd line support for clients and RS2 support team’s in line with agreed SLAs.
• Participates in the 24×7 shift to provide client 2nd line support when necessary.
• Demonstrates flexibility with working hours, alternating between Malta office hours and Philippines night shift schedules to support global business continuity.
• Liaises with Quality Assurance Team to perform audits and recommend corrective action were necessary and to monitor corrective actions.
• Maintains status reports for all tasks on a regular basis.
• Establishes a good working relationship with clients and other peers.
• Provides training to the junior members of the team.
• Ensures agreed processes are followed and adhered to.
• Provides management feedback on process reengineering to either reduce incidents or drive efficiencies.
• Performs any other duties that may be assigned from time to time.

Requirements

• Advanced diploma in ICT / Bachelor of Science in Business Analytics or Software Development / Bachelor’s Degree in Computer Science / Degree in Business with IT.
• Extensive experience in business requirements gathering, business requirements definition, and system configuration and design or working in a support team solving software related issues.
• Minimum 2 years of work experience in a similar role.
• Exhibit strong documentation skills.
• Must be proficient in SQL Language.
• Must be able to facilitate remote and face to face client meetings.
• Must have strong written and oral communication skills.
• Must be able and willing to participate in a 24×7 operational support roster, including shifts, weekends, public holidays, and out-of-hours support.
• Be willing to work on a night shift rotation.
• Preferably should have a good knowledge of the payments industry.
• Knowledge of user stories or use cases is not mandatory but it will be considered an advantage.