Application Support Analyst (Banking Applications)

Job Title: Engineer - Support Analyst

Reporting to Title: Manager - Product Owner

Main Objectives and Activities:

We are looking for a motivated Engineer - Support Analyst to support the daily operations and application support activities of the Branch Portal ecosystem, including View360, Onboarding/KYC Documents, Opportunities and Alerts, Call Center Management, Sales Activity Tracking, and DAMAaaS-related processes.

The Engineer - Support Analyst will be responsible for analyzing, following up and resolving incidents, user queries, service requests, and minor change requests raised by users and stakeholders. The role requires a strong analytical mindset, clear communication skills, and the ability to work closely with Product Owners, development teams, security teams, external vendors, and business users.

The candidate will contribute to maintaining the stability, availability and quality of support services, while supporting documentation, testing, monitoring and continuous improvement initiatives. This role is designed as a growth opportunity, with mentoring and coaching provided by experienced team members as the candidate develops functional and technical knowledge of the Branch Portal ecosystem.

Responsibilities/ Job Description:

• Provide operational and application support for the Branch Portal ecosystem, including View360, Onboarding/KYC Documents, Opportunities and Alerts, Call Center Management, Sales Activity Tracking and DAMAaaS-related processes.
• Analyze, prioritize, and follow up on incidents, user queries, service requests and minor change requests through relevant support channels and ticketing tools.
• Perform first-level investigation, including user clarification, log review, access-right checks and issue reproduction in Dev or UAT environments.
• Escalate and coordinate issues with Product Owners, development teams, QA, security teams, external providers and DAMAaaS vendors until resolution.
• Raise, update and maintain support tickets in tools such as JIRA and OTRS, ensuring clear communication and timely status updates to users and stakeholders.
• Support minor fixes, configuration changes, List of Value maintenance, DAMAaaS process adjustments and related testing, in line with governance and deployment procedures.
• Identify recurring issues, contribute to root-cause analysis, and suggest improvements to support processes, monitoring, and automation.
• Create and maintain support documentation, FAQs, user guides and a structured knowledge base of known issues, workarounds and operational procedures, preparing content for future AI-enabled search and automation.
• Participate in testing, production follow-up, incident reviews, and operational meetings as required.
• Develop and maintain a good understanding of Branch Portal products, operational processes, and support flows.

Qualifications:

• Bachelor's degree in IT, Computer Science, Engineering, Business Information Systems, or related fields.
• Suitable for a junior candidate with strong motivation to learn and develop in application support and product operations.
• Previous experience or internship in IT support, application support, QA, business analysis, or software development is appreciated.
• Good written and spoken English.

Experience and Skills Required:

• Strong analytical and problem-solving skills.
• Clear communication skills with both business users and technical teams.
• Organized, proactive and detail-oriented approach.
• Ability to manage multiple follow-ups and coordinate with different stakeholders.
• Customer-oriented mindset and commitment to service quality.
• Ability to prioritize tasks and work effectively in a support environment.
• Good documentation and reporting skills.
• Willingness to learn support and monitoring tools such as JIRA, OTRS, Splunk and Dev/UAT environments.
• Basic understanding of incident, problem, change, and release management processes.
• Ability to work independently while collaborating effectively within a team.

Extra Appreciated Competencies

• Experience with ticketing tools such as JIRA, OTRS, ServiceNow or equivalent.
• Experience with monitoring and log-analysis tools such as Splunk, ELK, Grafana, or equivalent.
• Exposure to banking applications, customer onboarding, KYC processes, CRM, sales activity management.
• Basic understanding of APIs, system interfaces, JSON, XML, or web services.
• Interest in automation, knowledge-management tooling, and AI-enabled support capabilities.