Application Support Analyst at FINCA
Position: Application Support Analyst
Department: Information Services and Operations
Reports to: Application Support Manager
Location: Head Office-Dar es salaam
Summary
Application Support Analyst provides support for all incidents, changes and requests pertaining to applications managed by IS department. Responsibilities include problem analysis for recorded incidents, requirement analysis for submitted requests, solution analysis, solution implementation, solution documentation, applications parameterization and software configurations, report analysis and design (not necessarily development), applications level 1 custodian and knowledge base management.
ESSENTIAL DUTIES
· Ensure Core Banking System and all applications are running and performing at optimal level, under supervision of Applications Manager.
· Guide users in requirements documentation and documents requirements according to standard scenarios.
· Custodian of Functional Specification Documents, and solution validation documents.
· Handles all user guides, end user procedures and user applications manuals.
· In conjunction with Applications Manager and Project Manager, the role is the primary analyst of user requests and requirements in solution definitions and documentations.
· Addresses and resolves applications incidents and requests; Analyze applications incidents and requests; after problem analysis, engages other resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
· Insure all issues from users that are logged on service desk systems follow proper procedures and problem definitions.
· Performs systems end of day , month and year processes
· Assist Service Desk Analyst to create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
· Can perform service desk analyst duties, such as incidents logging, user feedback and reporting, when required.
· Can customize source basic source codes for various in-house applications.
· Adheres to and supports IS systems, enforce standards, policies, and procedures to end users.
· Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
· Adheres to Code of Conduct and Mission and Value statements.
· Parameterize Core Banking System and other applications according to analyzed requirements.
· Act as central point of all applications managed by IT department.
· Works closely with members of the application and infrastructure teams on timely resolution of reported incidents/issues.
· Ensure all reported and logged issues are well analyzed, defined and resolved with recorded resolutions.
· Provide second level applications technical support to end users.
· Monitor applications performance and provide periodic reviews for such applications.
· Participates in review of IS security processes/procedures under supervision Information Protection Officer and Application Support Manager.
· Work closely with Project Manager on Change requests analysis and change process management.
· Analyze and document problems and resolutions in defined standards and Knowledge Base systems.
· At a low level, review and amend in-house made applications source codes.
· Performs other duties as may be assigned
KNOWLEDGE, SKILLS & ABILITIES
• Demonstrates ability and desire to learn Core banking application, Infrastructure components, and other technologies.
• Understands applications hosting platforms, such as WebLogic, Apache, IIS, Tomcat etc.
• Fundamental knowledge in programming languages, such as Php, C# and Java (or other)
• Understands customer support processes and techniques.
• Understands basic principles of any Core Banking System
• Strong documentation skills
• Strong analytical skills.
• Ability to analyze, structure and solve IT related problems.
• Competency in MS office application products.
• Knowledge with Database management systems(Oracle, MS SQL etc)
• Knowledge with service desk management.
• Knowledge with reports development platforms.
• Knowledgeable in ITIL
• Knowledge in Orbit-Rubicon Core Banking Application will be added advantage.
Preferred:
• Competency in call center tracking tools
• Prior experience supporting customers in use of application software.
• Proficiency in using support software tools.
• Customer service orientation and/or prior customer service training.
• Strong understanding of HCA security-related procedures.
EDUCATION
Bachelor’s degree computer science or related field.
Please send your application letter and CV to TZ_Recruitment@finca.co.tz . Deadline for sending application is March 3, 2026