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APPLICATION SUPPORT OFFICER

ceek Full-Time  Birkirkara, Malta 4 Aug 2018

Job Description


If you excel in Information Technology, this is the ideal job for you! An international finance corporation  is seeking to employ a full-time Application Support Officer.

What is expected of you?

Overall Responsibilities

  • Process, coordinate, monitor and track incident reports or service requests from inception to resolution of delivery within agreed service levels agreements.
  • Plan, test, measure and improve the quality of the company’s products being designed and developed using appropriate testing techniques and tools.
  • Collate, measure and report the performance of IT projects and services.

Main Responsibilities

  • Perform service management tasks as directed by the supervisor/manager.
  • Provide support to end-users.
  • Ensure that all incidents and service requests from clients/end-users are handled promptly and effectively within agreed operational/service level.
  • Provide clients/end-users pro-active guidance and advice to ensure effective use of IT resources and facilities made available.
  • Investigate and diagnose the root cause of an incident and devise solutions or workarounds to ensure that the effect on the operations is minimized.
  • Provide an effective interface between technical personnel and the clients/end-users in cases were the incident needs to be escalated.
  • Ensure that priority settings and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
  • Monitor the incidence, status and speed of resolution of reported incidents and service requests.
  • Proactively recommend changes to systems, products or services.
  • Demonstrate all features, installs and commissions desk-top systems, products, services and their upgrades.
  • Interpret technical manuals and documentation in consultation with clients/end-users and technical personnel.
  • Provide training to clients/end-users;

Software Testing

  • Perform software testing tasks as directed by the supervisor/manager.
  • Participate in all testing activities within a project or programme of projects with the support of IT personnel and clients/users.
  • Evaluate the risk potential on the basis of test results during all stages of the development lifecycle.
  • Define and implement software testing policies, standards and procedures for software development and implementation.
  • Control acceptance of testing of software from external suppliers and clients/end-users.
  • Perform installation tests of new versions of the new/existing software.
  • Develop test automation solutions and maintain test data results as needed.
  • Plan, prepare and execute tests on all aspects of the software product including functional, non-functional, regression, load, volume and unit testing.
  • Perform detailed analyses of test results, adjust test cases accordingly as well as document performance data.
  • Act as a reference point on all aspects of software testing and guides IT personnel and clients/users during testing activities.
  • Liaise with project managers during the planning, control and monitoring of a project;

What are you expected to bring?

  • 2 years’ experience in a similar position.
  • Preferably possess a practitioner’s certificate in IT Service Management (e.g. ITIL) and certification in software testing (e.g. ISEB).
  • Previous experience related to SWIFT and SEPA payment processing will be considered an asset.
  • Good knowledge in testing methodologies, techniques and tools used to plan and execute software tests.
  • Proficient in the knowledge of IT infrastructure (hardware, databases, operating systems, local area networks, etc).
  • Strong client-focus and genuine desire to assist users.
  • Excellent communication skills, patient and solve problems quickly and accurately.
  • Willing to work long hours, travel and be on 24/7 on-call

What’s in it for you?

  • Training and Development.
  • Be part of a fast and growing international finance company.
  • A friendly collaborative atmosphere with supportive teams in a fun start-up like culture.
  • A competitive salary, benefit packages and other additional perks
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