Digital Support Specialist

Key Responsibilities

• Technical Support & Project Implementation: Provide technical support for existing digital channels and coordinate related project rollouts.
• Testing & Business Solutions: Ensure new business solutions are thoroughly tested and implemented in a manner that does not adversely affect business operations.
• Security Integration: Collaborate with the IT Security team to ensure money transfer services are secure, implementing SSL and other encryption certificates.
• Upgrades & Optimization: Recommend and execute upgrades or modifications to digital channels to enhance performance, security, and business value.
• User Support & Training: Deliver first-level IT training and support to users, log and track issues, and oversee prompt resolution. Develop subject-matter expertise in mobile, digital commerce, and payment technologies.
• Requirements Analysis: Analyze user needs continuously to design and deploy appropriate solutions.
• Channel Enhancement: Enhance and design new channels for delivering service offerings to customers.
• Documentation & Continuity: Maintain up-to-date system configurations and user documentation, and create Business Continuity plans for mobile channel solutions.
• SLA Management: Ensure system vendors adhere to service level agreements (SLAs).

Job Requirements

• Education: Bachelor’s Degree in IT/Computer Science/Mathematics. A Master’s degree in a computer or business-related field, or Project Management is an added advantage.
• Certifications: Professional qualification/Certification in ITIL, Linux, or Oracle Database administration is an added advantage.
• Experience:
  • Minimum 3 years’ work experience in an IT role.
  • At least 2 years' experience in Digital Channels (Mobile Banking, Internet Banking, Agency Banking) administration.
  • At least 2 years’ experience in Linux Server Administration.
  • At least 1 year of experience in IT Projects and Business analysis.
  • At least 1 year of experience in Change Management is an added advantage.